Shipping Policy
Last updated: April 21, 2026
1. Overview
This Shipping Policy explains how orders placed through www.melokiss.com are processed, dispatched, tracked, and delivered.
Melokiss is operated by I&P Group International Limited.
Please review this policy before placing an order. We offer free standard shipping to all countries and regions currently available for selection during checkout.
2. Order Processing
Orders are normally processed within 1–2 business days after the order has been successfully placed and payment has been confirmed.
Business days are Monday to Friday and exclude public holidays applicable to the relevant fulfilment location.
Processing time refers to the period between receiving an order and transferring the parcel to the shipping carrier. It does not include the carrier’s transit time.
Orders placed during weekends or public holidays will begin processing on the next applicable business day.
During periods of unusually high demand, promotional events, or public holidays, processing may take longer. If a material delay affects your order, we will contact you using the contact information provided during checkout where reasonably possible.
3. Estimated Delivery Times
The estimated standard transit time is normally:
5–8 business days after dispatch
Including order processing, orders normally arrive within approximately:
7–10 business days after the order date
These timeframes are estimates and do not constitute guaranteed delivery dates.
Delivery may take longer due to circumstances outside our reasonable control, including:
- carrier delays;
- customs processing;
- public holidays;
- severe weather;
- transportation disruptions;
- local delivery restrictions;
- incorrect or incomplete delivery information;
- remote delivery locations;
- unusually high order volumes; or
- other operational events affecting carriers or fulfilment providers.
Where a destination-specific delivery estimate is displayed during checkout or in the order confirmation, that estimate applies to the relevant order.
4. Dispatch Origin
Orders are dispatched through our international fulfilment network.
The specific dispatch location may depend on product availability, the customer’s delivery destination, carrier availability, and operational requirements. As a result, an order may be dispatched from a country or region different from the customer’s delivery country.
The registered office of I&P Group International Limited in Hong Kong is not necessarily the location from which customer orders are dispatched.
The dispatch location may affect the selected carrier, customs processing, tracking information, and actual delivery time.
5. Worldwide Shipping
Melokiss offers worldwide delivery to all countries and regions available for selection during checkout.
If a country or region can be selected during checkout and the order can be completed successfully, delivery is currently available to that destination.
Temporary delivery restrictions may apply due to:
- local carrier limitations;
- legal or regulatory restrictions;
- customs restrictions;
- temporary transportation disruptions;
- product-specific restrictions; or
- circumstances outside our reasonable control.
If we are unable to deliver an order to the selected destination after the order has been placed, we will cancel the affected order and issue a refund to the original payment method.
6. Free Standard Shipping
We offer free standard shipping to all countries and regions currently available for selection during checkout..
Customers are not charged a standard shipping or handling fee by Melokiss.
We currently offer one shipping option:
Free Standard Shipping
We do not offer or charge for:
- priority order processing;
- paid express shipping;
- expedited handling;
- shipping insurance add-ons; or
- undisclosed handling charges.
The total amount payable to Melokiss will be displayed during checkout before payment is completed.
Customs duties, import taxes, and charges imposed by local authorities are not shipping fees charged by Melokiss and may still apply as described in the customs section below.
7. Shipping Confirmation and Tracking
After an order has been dispatched, we will send a shipping confirmation email to the email address provided during checkout. Each dispatched order includes tracking information. The shipping confirmation email will include a tracking number or tracking link.
Tracking information may require several hours, and in some cases up to 48 hours, to become active after the parcel has been transferred to the carrier.
A tracking status showing that shipping information or a shipping label has been created does not necessarily mean that the carrier has already physically collected the parcel.
Customers can contact us if tracking does not become active within 48 hours or if the shipment appears materially delayed.
8. Multiple Parcels
An order may be dispatched in more than one parcel when products are stored or fulfilled separately.
When an order is divided into multiple parcels:
- the parcels may arrive on different dates;
- separate tracking numbers may be provided; and
- no additional shipping fee will be charged.
Receiving one parcel does not necessarily mean that the entire order has already been delivered. Please review all tracking numbers included in your shipping confirmation emails.
9. Delivery Address
Customers are responsible for providing a complete and accurate delivery address during checkout.
Before submitting an order, please verify the following information:
- recipient’s full name;
- street name and building number;
- apartment or unit number, where applicable;
- city;
- postal or ZIP code;
- state, province, or region;
- country; and
- telephone number where required by the carrier.
If you notice an error in your delivery address, contact us immediately at:
We will make reasonable efforts to update the address before fulfilment or dispatch begins. However, an address change cannot be guaranteed after the order has entered processing or has been transferred to a carrier.
Melokiss is not responsible for delays caused solely by inaccurate or incomplete delivery information provided by the customer. This does not limit responsibility where the delivery problem was caused by Melokiss, a fulfilment provider, or the carrier.
10. Undeliverable and Returned Parcels
A parcel may be returned to the fulfilment location due to:
- an incorrect or incomplete address;
- unsuccessful delivery attempts;
- failure to collect the parcel;
- refusal of delivery;
- local carrier restrictions; or
- unpaid import duties or taxes where applicable.
If a parcel is returned, we will review the available tracking and carrier information.
Where a new shipment is requested after delivery failed solely because of incorrect customer information, refusal of delivery, or failure to collect the parcel, the customer may be required to pay the reasonable cost of re-shipping.
No additional re-shipping charge will apply where the delivery failure resulted from an error by Melokiss, the fulfilment provider, or the carrier.
Refund requests relating to returned or undeliverable parcels will be handled in accordance with our Return and Refund Policy and applicable consumer law.
11. Customs, Import Duties, and Taxes
International orders may be subject to customs inspection, import duties, taxes, or customs handling charges imposed by the destination country.
Free shipping does not necessarily mean that import duties, local taxes, or customs charges are included.
Any taxes, duties, or charges collected directly by Melokiss will be clearly displayed during checkout before payment.
Where import duties, taxes, or customs charges are not collected during checkout, the recipient may be required to pay them directly to the carrier or the relevant local authority.
These charges are determined by the destination country and are outside the direct control of Melokiss.
Customers are responsible for reviewing the applicable import rules and requirements in their country before placing an order.
Refusal to pay legally applicable import charges may result in the parcel being delayed, returned, abandoned, or disposed of by the carrier or customs authority. Any refund will be assessed after reviewing the carrier status, return costs, order circumstances, and applicable consumer law.
12. Delayed Shipments
If your parcel has not arrived within the estimated delivery window, please:
- review the latest tracking information;
- check whether the carrier has attempted delivery;
- verify that the delivery address is correct;
- check with household members, reception areas, mailrooms, neighbours, or designated safe places; and
- contact our customer support team if the parcel remains unlocated.
Contact:
Please include:
- your order number;
- the email address used during checkout;
- the delivery address; and
- the relevant tracking number.
We will review the available fulfilment and tracking records and, where appropriate, contact the carrier or fulfilment provider.
13. Lost Parcels
A parcel is not automatically considered lost because tracking has not updated for a short period.
If the carrier confirms that a parcel has been lost, or if the parcel remains undelivered beyond a reasonable investigation period, we will provide an appropriate solution in accordance with applicable law and our order policies.
Depending on the circumstances, the solution may include:
- a replacement shipment;
- a refund;
- an additional carrier investigation; or
- another appropriate resolution agreed with the customer.
14. Parcels Marked as Delivered
If tracking shows that a parcel was delivered but you cannot locate it, please:
- verify the delivery address;
- ask household members, neighbours, reception staff, or building staff;
- check mailrooms and designated safe places;
- review any delivery photograph or notice provided by the carrier; and
- contact the local carrier where appropriate.
If the parcel remains missing, contact us as soon as reasonably possible at:
We will review the available tracking and delivery information. The appropriate resolution will depend on the carrier investigation, available delivery evidence, order circumstances, and applicable consumer law.
15. Damaged, Defective, or Incorrect Products
Please inspect your parcel and products after delivery.
If a parcel or product arrives damaged, defective, incomplete, or incorrect, contact us at:
Please provide:
- your order number;
- a description of the issue;
- photographs or videos showing the affected product;
- photographs of the outer and inner packaging, where relevant; and
- a photograph of the shipping label where requested.
Please retain the affected product and packaging until we confirm whether they are required for the investigation.
Damaged, defective, incomplete, or incorrect products will be handled in accordance with our Return and Refund Policy and applicable consumer law.
16. Cancellation Before Dispatch
To request cancellation before dispatch, contact us as soon as possible at:
We will make reasonable efforts to cancel the order. However, cancellation cannot be guaranteed after fulfilment, packing, or dispatch has begun.
If an order can no longer be cancelled, an eligible product may be returned after delivery in accordance with our Return and Refund Policy and any applicable mandatory consumer rights.
17. Delivery Responsibility
Melokiss is responsible for arranging delivery using the shipping information provided during checkout.
Nothing in this Shipping Policy excludes or restricts any responsibility or consumer right that cannot lawfully be excluded or restricted.
We are not responsible for a delay caused solely by:
- inaccurate or incomplete information provided by the customer;
- failure to collect a parcel after reasonable carrier notification;
- delivery changes requested directly by the customer from the carrier;
- customer-specific import restrictions not disclosed to us; or
- circumstances outside our reasonable control.
This does not limit any mandatory rights relating to non-delivery, damaged products, defective products, or incorrectly described products.
18. Changes to This Shipping Policy
We may update this Shipping Policy to reflect changes to:
- fulfilment locations;
- delivery providers;
- available delivery destinations;
- delivery services;
- legal requirements; or
- operational procedures.
The version of the Shipping Policy available when an order is placed will apply to that order, subject to any mandatory legal or consumer rights.
19. Contact Information
Melokiss is operated by:
I&P Group International Limited
Registered office:
Room 03, 24/F
Ho King Commercial Centre
2–16 Fa Yuen Street
Mong Kok
Hong Kong
Company Registration Number:
79816652
Customer Support Email:
support@melokiss.com
Customer Support Telephone:
+1 929 583 3807
Customer Service Hours:
Monday to Friday
9:00 AM to 5:00 PM
Hong Kong Time, UTC+8
We usually respond to email enquiries within 1–2 business days.