FAQs

FAQs

1. How can I contact Melanje?

You can email us at melanjestore@gmail.com, or you can directly message us on our instagram page @melanje.store, and our customer care team will be happy to assist you! We’re available Monday to Sunday and typically respond within 12 hours.

2. Can I change or cancel my order?

We process orders as quickly as possible, so any change or cancellation request must be made within 12 hours of placing your order. After this window, changes or cancellations won't be accepted.

3. What payment methods do you accept?

We offer Cash on Delivery (COD) across Pakistan. You can also pay via MasterCard, Easypaisa, JazzCash, SadaPay, and other secure wallet options.

4. When will my order be processed and shipped?

Orders are processed within 1-3 business days. Once processed, they are shipped the following business day. Orders are not processed or shipped on weekends or public holidays.

5. How long will it take to receive my order?

Shipping typically takes 5–7 business days depending on your location and the season (e.g., holidays or sale periods may cause slight delays).

6. Can I track my order?

Yes! Once your order is shipped, you can ask for tracking ID via WhatsApp or instagram, and our customer service team will be sharing your order's tracking ID, so you can follow your package every step of the way.

7. What if I don’t receive my order?

If you haven’t received your parcel within 15 days of shipping, please contact us. If you have paid in advance, you're eligible for a full refund in such cases.

8. What is your return/exchange policy?

We accept returns or exchanges only if the item received is damaged, defective, or different from what you ordered.
To qualify:

  • Contact us within 48 hours of receiving your package.
  • Share your order number, a clear explanation, and photographs of the item(s).
  • Customer will bear return shipping costs.

We do not accept returns for change of mind, sizing issues, or normal wear and tear.

9. What should I do if I receive a damaged or incorrect item?

Please email us at melanjestore@gmail.com with:

  • Your order number
  • Clear photos of the item(s)
  • A brief description of the issue

We’ll do our best to resolve it quickly and fairly.

10. Is your jewelry waterproof or tarnish-resistant?

Many of our pieces are made from stainless steel or 925 sterling silver, which are more resistant to tarnishing than regular alloys. However, no jewelry is 100% waterproof or tarnish-proof if used carelessly.

To extend the life of your jewelry:

  • Avoid water, perfumes, lotions, and sweat
  • Remove before showering or sleeping
  • Store in airtight pouches or zip-lock bags

With proper care, your jewelry can remain flawless for years.

11. Is your jewelry hypoallergenic?

Yes, most of our stainless steel and 925 sterling silver pieces are hypoallergenic and safe for sensitive skin. If you have metal allergies, feel free to ask us about specific items before placing an order.

12. Why was my order cancelled?

Every order must be confirmed through a WhatsApp message we send after receiving your order. If we don’t receive your confirmation within 24 hours, the system automatically cancels the order. To avoid any inconvenience, please be sure the phone number you provide at checkout is active and reachable.

13. Why didn’t I get 10 % off my order?

Our SAVE10 code gives 10 % off your very first purchase only and can’t be combined with other discount codes, sale prices, or promotions. Enter SAVE10 in the discount‑code box at checkout on your first order to unlock the discount.

14. Do you offer gift packaging?

Yes! All orders come in elegant gift boxes, perfect for gifting. We also offer customized gift packaging for special occasions at an additional cost — just let us know your preferences via email or instagram DM.

15. Do you accept international orders?

At the moment, we only ship within Pakistan. 

16. Do you offer custom jewelry or personalization?

We currently do not offer custom jewelry pieces, but we do offer custom packaging options upon request for gifts or events. Extra charges may apply based on the level of customization.

17. What is the best way to store my jewelry?

We recommend:

  • Wiping it gently after each use
  • Storing it in airtight polythene bags or zip-lock pouches
  • Keeping it in a dry, cool place away from sunlight and humidity

This helps prevent tarnishing and keeps your pieces looking brand new.

18. Is same-day delivery available?

Yes, we offer same-day delivery for orders within Lahore.

Please note the following:

  • Cash on Delivery (COD) is not available for same-day deliveries.
  • Customers must pay the full amount in advance.
  • The delivery fare (via Bykea, Yango, etc.) is not included in your order total and must be paid separately to the rider upon delivery.

To request same-day delivery, please contact us on WhatsApp immediately after placing your order.

If you have any other questions not answered here, feel free to reach out at melanjestore@gmail.com . We’re always here to help!