terms and conditions

General

Thank you for visiting The Melez Limited’s (“The Melez,” “we,” “us”) website(s) (the “Site” or “Sites”). Access to and use of this Website and the products and services available through this Website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service” or “TOS”). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service. Please read the TOS carefully before placing any orders on www.themelez.com. We recommend you should keep a copy of the TOS for future reference.

This agreement does not acknowledge any relationship between you and The Melez (partnership, collaboration, employment, or otherwise). It does not entitle you to hold yourself as a representative of The Melez.

The Melez Limited is a company registered in Hong Kong SAR. Our registered and correspondence address is 14/F, Unit 1404 & 05, Bonham Trade Center, 50 Bonham Strand East, Sheung Wan, Hong Kong.

The Melez reserves the right to make changes to the Site, related policies and agreements, the Privacy Policy and this TOS at any time. You are advised to check the Site regularly for any update or changes to the said policies and agreements, the Privacy Policy and the TOS.

If you have any comment about the Site or this TOS please contact us.

 

1. Registration

You will need to register an account to use some of the Services available to you on the Site. In registering an account you agree to provide information about yourself that is true, accurate, current, and complete in all respects. Please refer to our Privacy Policy for more information on how we use your personal data. If you are under 18, you must let your parents or guardian know about The Melez Limited’s Privacy Policy before you register to use the Site and the Services. The Melez Limited reserves the right to only accept orders from those over 18.

In using the Site, you agree to accept responsibility for all activities conducted through your account. You are responsible for keeping your account and password secure. If you feel or suspect that the security of your account has been compromised or if there is unauthorised use of your account, please contact us immediately at customercare@themelez.com

 

2. Prohibitions and Failure to Comply

We may take actions against your account for activities including, but not limited to:

a) Using any technology to attempt to hide the use of multiple accounts or disrupt any of our Services in any way
b) Initiating communications that contain any unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, profane, hateful, or racially, ethnically or otherwise objectionable material
c) Advertising or sending unsolicited messages of any kind
d) Impersonating others or providing any kind of false information The Melez Limited reserves the right to terminate any account at its sole discretion We may send you an email to inform you of the termination of your account in such an event.

 

3. Intellectual Property

All software and “Content” (which is defined as, or includes, any text, audio or music, video, graphics, photographs, and image) are the intellectual property of The Melez Limited and are protected by intellectual property and copyright laws and international treaty provisions. The Site is for your personal and non-commercial use only. Any non-personal and/or commercial use of the Content is only permitted when expressly authorised by The Melez Limited and/or its third party licensors. You may not distribute, reproduce, publish, sell or license any Content contained within the Site without prior consent or authorization of The Melez Limited. Any such unauthorized actions may result in civil consequences or criminal penalties.
The Melez Limited reserves the right to withdraw or amend any item of the Services without notice. We will not be liable if for any reason the Site is unavailable at any time and for any period.

 

4. Third Party Links

The Site may include links to other websites or resources that are not operated or prepared by The Melez Limited. We have no control over such sites and resources and we will not accept responsibility for them or be liable for any loss or damage caused or alleged to be caused by or in connection with your use of them.
The Melez Limited is not responsible for the content or accuracy of any off-Site pages, which include but is not limited to advertisers of the Site. Use of these external websites or resources will be at your own risk and subject to the terms of use and service contained within each of such sites.

 

5. Eligibility to Purchase

In order to place orders with us, you must meet our conditions of eligibility:

a) Be aged 18 years of age or over

b) Be in possession of a valid credit/debit card issued by a licensed bank acceptable to The Melez Limited for payment or be in possession of a valid PayPal account

c) Providing personal and payment details that are warranted by you to be both valid and accurate (email address, real name, phone number, billing information and other requested information as indicated on the Site)

In placing an order with us, you authorise The Melez Limited to process a charge or charges on your credit/debit card or PayPal account in the amount of the total purchase price of your order. You also expressly authorise us to use personal information provided by you to perform appropriate anti-fraud checks such as credit checks and also to, where necessary, transmit or obtain information about you to or from third parties including, but not limited to, credit reference or fraud-prevention agencies, which may keep a record of that information. Please refer to our Privacy Policy for further information about how we use your data.

All orders are subject to stock availability and confirmation of the order price. Items in your shopping basket are not reserved and may be purchased by other customers.

The Site is for your personal use only. You may not purchase goods from the Site for reselling purposes or commercial exploitation.

 

6. Product Description

The Melez Limited will endeavour to ensure that the Content and the product descriptions on the Site to be accurate and complete as possible. We however do not warrant that “Content” and product descriptions are accurate, complete, current or error-free. Please refer to our Returns policy if you feel a product offered by The Melez Limited is not as described.

 

7. Pricing

Prices are shown on the Site are in U.S. Dollars (USD). All prices are exclusive of TAX and VAT. Customers will be responsible for paying any applicable import duties and taxes.

Prices displayed on the Site at the time your order is accepted will be honoured except in the case of obvious error. Whilst we use our best endeavours to ensure that all prices appearing on the Site are accurate, we do not guarantee that they are error-free and reserve our right to rectify any errors. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of reconfirming or cancelling your order. If we are unable to contact you, we will treat the order as cancelled.

If your credit/debit card is not denominated other than US Dollars (USD), the final price charged in your currency will be calculated by your issuing bank in accordance with the applicable exchange rate on the day your card issuer processes the transaction. Payments made through PayPal will be charged in U.S. Dollars (USD).

8. Taxes and Duty 

Please note, all orders are shipped from our warehouse in Hong Kong. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

9. Payment

We accept payments made by Visa, MasterCard, AmericanExpress, China Unionpay (CUP), Ali Pay and PayPal. By placing an order using one of the above Credit/Debit card and online payment methods, you confirm that the Credit/Debit card(s) or PayPal account used is yours or that you have been authorised by the owner to use it. If your card issuer refuses to authorise payment to The Melez Limited, we will not be liable for any delay or non-delivery.

For CUP payments, payment will be debited immediately when the order is placed. For all other payments, payment will only be debited and cleared from your account once your order has been accepted and dispatched.
Our payment processes meet the stringent international security standards set down by the Payment Card Industry to make your shopping experience safe and secure. If you have registered an account on the Site and have decided to save your card details with us, your details will be fully encrypted, solely used to process card transactions that you have initiated and securely stored on our systems. In the absence of negligence on our part, we will not be liable for any loss you may suffer if any third party procures unauthorised access to any data you provide when using our Service.

 

10. Acceptance of your Order

Once you have entered your personal and payment details and placed your order, we shall send you an email acknowledging the receipt of your order. This email is only a confirmation of receipt of your order and does not constitute an acceptance of your order. Your order will be accepted and the contract between you and The Melez Limited will be completed when we send you an email to confirm the goods have been dispatched to you. Only the goods listed in the confirmation email sent at the time of dispatch are included in the contract formed. All sales contracts are therefore concluded in Hong Kong SAR and are written in English.
The Melez Limited reserves its right not to accept an order for any reason at its sole discretion. Such reasons include, but are not limited to, one of the following:

a) The product you ordered is out of stock, or is withdrawn due to its failure to meet our quality standards or due to the shipping restrictions applicable to one or all of the ordered items.

b) We identify a pricing or product description error.

c) We are unable to obtain authorisation for payment.

d) You do not meet the eligibility criteria to purchase as set out in this TOS.
Our Customer Service team will contact you as soon as possible if there are any problems with your order.

 

11. Shipping and Collections

You will be given an indication of the expected delivery time when you place your order online. The Melez Limited’s teams will try their best to meet these estimates but cannot guarantee that such estimates must be met.

The Melez Limited insures each order through transit up until it is delivered to you or is collected. You need to sign a confirmation of receipt of the products when the products are collected and by doing so, you accept the responsibility for the products ordered from that moment on. If the recipient or collector is not the original purchaser, or in case of delivery of a gift, then you accept this signature as an evidence of delivery and fulfilment of your order by The Melez Limited. You also accept the associated transfer of responsibility in the same way.

Shipments which are not accepted, cancelled after being shipped, rejected at customs or were not able to be delivered due to wrong indicated delivery address by the customer are subject to additional shipping fees. The customer must bear this additional fees and it will be charged to the customers account.

 

12. Returns and Exchanges

If for any reason you are not 100% satisfied with your purchase, you can return your order for a full refund. 

Shipping costs, customs and import duties charged by the destination country at the time of delivery will not be refunded from themelez.com in case of a return.

Items which are on Sale and have been bought through promotion campaigns are not eligible for a full refund.

Unfortunately we are unable to offer exchanges at this time. You will need to return the unwanted item to us for processing first and then place a new order.

a) You can return your order 7 working days from the day after you received you order
b) Products must be in original condition, with all tags attached, and must be returned in the original undamaged box and/or packaging. Returns will not be accepted if the items have been used, worn, washed or altered in any way or arrived damaged .

If you wish to return an item, please fill in the Returns Form and send it back to us along with the item(s) in the original packaging. If you do not have the purchase form any more, please call our Customer Service Team and we will email you a replacement.

 

13. Your Rights

Nothing in the Terms of Services is intended to affect your rights under the Law in Hong Kong SAR.

 

14. Liability

Views expressed in any media by the designers, companies or third parties, whose products are sold on the Site or with whom we are associated, are their own. The Melez Limited takes no responsibility for any such views as they do not necessarily reflect ours.

The Melez Limited does not guarantee that the use of the Site and Services will be error-free or that the Site or the servers that make it available are free of viruses or other harmful components. We recommend all users of the Site to ensure they have up-to-date software, including anti-virus, installed.

Some events may happen beyond our reasonable control, such as adverse weather. Under such conditions, The Melez Limited will always do its best to aim at maintaining its Services but will not be responsible for failing to meet any obligations in this TOS.

 

15. Indemnity and Waiver

At our request, you agree to compensate us fully and hold us, The Melez Limited (including its officers, directors, agents, affiliates, licensors, and suppliers), harmless from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the Terms of Services by you. This includes the use of the Site by any other persons using your account caused by your action or inaction.
If you breach the TOS and we take no action against you, it is no wavier for us to exercise our rights and remedies in any other situation where you breach the TOS.

 

16. Complaints

We have our complaints handling procedure that we will use to try to resolve any disputes when they first arise. Please contact our Customer Care team for any order related complaints or comments.
The Melez Limited respects the intellectual property of others. If you have reason to believe your work may have been used in the Site without your permission, please contact us following this complaints handling procedure.

 

17. Governing Law and Jurisdiction

The Terms of Service together with all our policies and procedures, are governed by and construed in accordance with Hong Kong SAR law. The relevant courts of Hong Kong SAR will have exclusive jurisdiction in the event of any dispute or claim associated with these Terms of Service.

 

SHIPPING AND RETURNS POLICY
 

Delivery

INTERNATIONAL DELIVERY OPTIONS

We currently offer two delivery options: Standard delivery and Tracked and Faster delivery. 

Please note, all orders are shipped from our warehouse in Hong Kong. Customers will be responsible for paying any applicable import duties and taxes. All prices displayed on the website excludes VAT and Import duties. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

 

FREE STANDARD DELIVERY

We aim to deliver orders placed before 12pm within 5 – 14 working days following the date your order has been placed. All orders are shipped via HK Post.

Canada,USA and UK: 7 – 12 working days

Australia, New Zealand and Japan : 5 – 8 working days 

Ireland, Italy, Switzerland, Spain, Netherlands and Germany:   8 – 14 working days 

Taiwan, Singapore, China and South Korea: 3 – 8 working days

India, Thailand, Turkey and Malaysia : 8 – 16 working days

France: 7 – 14 days * 

* Please note French customers are advised to contact their custom to avoid delays in custom clearance. As French custom clearance takes about 5-10days. The Melez is not responsible for this delays.

** We currently ship to all destinations in the world. Please contact us: customercare@themelez.com if you can’t find your country or have questions about shipping options.

 

TRACKED AND FASTER DELIVERY

We aim to deliver orders Tracked and Faster for a fix price of 28USD via Hong Kong Speed Post or TNT Express. Deliveries will be shipped within 3 – 6 working days following the date your order has been placed.

* All orders are shipped via HK Post, HK Speed Post and TNT Express. Only Deliveries to Mainland China will be shipped via SF Express or HK Speed Post. 

* Australia, Canada, China, Germany, India, Ireland, Italy, Japan, Malaysia,Netherlands, Switzerland, Singapore, South Korea, Taiwan, Thailand, Turkey, USA, UK and New Zealand all orders will be shipped in 3 to 6 working days.

Deliveries to Mainland China will be launched soon. If you do want to make a purchase please contact our customer service: customercare@themelez.com

 
HONG KONG AND ISLANDS DELIVERY OPTION
 
We aim to deliver orders placed before 12pm within 1 – 3 working days following the date your order has been placed. All orders are delivered via SF Express.
 

*Deliveries to remote islands around Hong Kong will be made within 3 to 7 working days.

* Deliveries to Macau will be made within 4 – 7 working days

 

Please note:

As soon as your order is dispatched from our warehouse, you will be sent an email and tracking number to confirm that your package is on its way. If we are unable to meet the estimated delivery date we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. We do not have control over delays because of custom clearance. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. If you are unavailable to take delivery, we will leave a slip with instructions on re-delivery or collection from the carrier.

Shipments which are not accepted, cancelled after being shipped, rejected at customs or were not able to be delivered due to wrong indicated delivery address by the customer are subject to additional shipping fees. The customer must bear this additional fees and it will be charged to the customers account.

To follow your order, please use the tracking ID sent to you in your confirmation email. Upon delivery of the product, before signing for the delivery, you agree to inspect the product for any faults, defects or damage. As a precaution, please keep the receipt of the delivered product.

In the rare circumstance that your item has a defect or is missing from your order please follow the directions or contact customer service at customercare@themelez.com.

Returns

If for any reason you are not 100% satisfied with your purchase, you can return your order within 7 days of receipt for a full refund. All we ask is that you return the products in original condition with all tags attached, and in the original box and/or packaging.

Shipping costs, customs and import duties charged by DHL at the time of delivery will not be refunded from mytheresa.com in case of a return.

  • Items can be returned within 7 working days of receipt
  • Refunds are typically processed within 10 days and issued through the same transaction method used to make the original purchase. For example, if you used a credit card as your payment method, the purchase amount will be issued to your credit card. 
  • Items which are on Sale and have been bought through promotion campaigns are not eligible for a full refund.

If you wish to return an item, please contact our customer service team to receive a return form. Please The Melez Limited is not offering any free returns! The customer is responsible for the return of the product. Please contact our Customer Service Team for more information.

Step by step instructions for returns:

1.Email customercare@themelez.com within 10 working days of receipt of items, and provide the following information:

a. Order reference number and delivery address.

c. Unfortunately we are unable to offer exchanges at this time. You will need to return the unwanted item to us for processing first and then place a new order.

2. Our customer service team will email you a return form.

3. Fill out the return form (provided with your product), to indicate  you would like a refund.

4. Attach the return slip to the product and pass it over to the delivery agent

5. customers are responsible to send the goods back and need to take over the costs. The Melez Limited is not paying for any returns or providing free returns.

6. Items which are not immediately returned or returned 10 days or more after confirmation for eligibility for a refund can not be proceed.

 

At any point should you have any questions on the return policy and process, please contact our Customer Service team customercare@themelez.com

 

 

PRIVACY STATEMENT
 

General

Respecting and protecting the privacy of its online visitors (“you,” “your,” “yours”) is important to The Melez Limited, (“The Melez”, “The Company,” “we,” “us”). We hope the following policy will help you understand how we collect, use and safeguard your information.

This policy is prepared with reference to the Personal Data (Privacy) Ordinance (Cap.486), Laws of the Hong Kong SAR (“HKSAR”) (the “Ordinance”). It specifically addresses our obligations in respect of data privacy laws of the HKSAR, which is one of the most developed data protection regimes worldwide. Throughout this policy statement, the meaning of the term “personal data” is the same as defined in the Ordinance unless otherwise specified.

By visiting our website www.themelez.com, you consent to the practices described in this Privacy Policy as well as our Terms and Conditions. Updates to our Privacy Policy will be posted on this page.

 

YOUR PERSONAL INFORMATION AND HOW WE USE IT

The Company collects personal information to ensure we can fulfil our service promises and offer you a personal experience online and in our stores.

Different levels of personal information may be gathered depending on your usage of www.themelez.com (“the Site”):

• If you are not a registered user, you are browsing the website anonymously as a Guest. We will not collect any personal information from you but you may not be able to use all services and features that we offer to registered users.

• You need to input your personal information to register in order for us to process some features and services that we offer to our registered users, such as email updates or requesting information from customer service. We may store some of the data provided for these features and services for such purpose.

• We shall collect and store your personal information when you register an account, to offer you a personal experience on the site and make the purchase process easier and quicker.

• You can place an order with us as a Guest or using your registered account. In both cases, we will only collect information necessary to the fulfilment of that order including potential fraud checks. This includes your full name, shipping and billing addresses, phone contact and email address.

We may use your personal details for the following purposes:
• Fulfilling your orders including stock processing, payment clearance and shipping.

• Responding to your enquiries.

• Matching personal information with information you provided on your processed orders.

• Sending you email or printed communications about new products, events or promotions happening online or in store. We will only send you communication based on your email and communication preferences.
You can unsubscribe at any time by using the MY ACCOUNT page or contacting our Customer Care team.

• Processing features such as sharing a product with a friend, registering an account, maintaining your shopping bag.

• Analysing trends and shopping behaviour as well as conducting customer surveys to continuously improve our offerings and services.

We use cookies to recognise you when you return to the Site, personalise your shopping experience and maintain the content of your shopping bag. Third party vendors, including Google, may use cookies to serve The Melez and other ads based on your previous visit of www.themelez.com. You may opt-out of Google’s use of cookies by visiting the Google advertising opt-out page. Cookies are small information files stored on your hard drive and are automatically accepted by most browsers. You can change the options of your browser to be notified of new cookies being set, delete old cookies or disable them altogether. Please note that you may not be able to use all features and services offered on the Site when cookies are disabled.

Finally, we automatically collect anonymous data relating to your online session to gather statistical information on our server’s usage and to help us better meet your demands and expectations. This may include but is not limited to your browser type and version, your operating system and your IP address and/or domain name.

 

Third Parties

This Privacy Policy applies to www.themelez.com and its subsidiaries, but not to websites maintained by other companies or organizations to which we may link or engage in joint promotions.

We do not provide any personally identifiable customer information to these advertisers or third-party websites unless your consent is obtained. If you follow a link to any of these websites or submit information to third parties via our websites, please check and read their own privacy policy before submitting your details. Note that we do not accept any responsibility or liability for these policies.

 

Security and Protection of Your Information

We may use your personal information to meet our customer services commitments such as shipping your order or preventing frauds. Access to such information is protected by physical, electronic and managerial measures and we therefore limit the access to your information to our employees and agents who need it to do their jobs.

To protect your information when you use www.themelez.com we will encrypt any personal information you transmit to us using Secure Socket Layer (SSL) — an industry standard for encryption over the Internet to protect the data you send us.

We will never ask you for your personal password either in writing or on the phone. Please take reasonable care in protecting the access to your password and computer from any unauthorized use.

 

Disclosure of Your Personal Information

Your personal information held by the Melez will be kept confidential but we may disclose information to the following parties, where such disclosure is necessary to satisfy the purpose, or a directly related purpose, for which the data was collected:

• Any person or company who is acting for or on behalf of the Company, or jointly with the Company, in respect of the purpose or a directly related purpose for which the data was provided by you;

• Any other person or company who is under a duty of confidentiality to the Company and has undertaken to keep such information confidential, provided such person or company has a legitimate right to such information;

• Any financial institutions, charge or credit card issuing companies, credit information or reference bureau, or collection agencies necessary to establish and support the payment of any products and services being requested.

 

Your personal data may also be disclosed to any person or persons pursuant to any statutory or contractual obligations or as required by court of law, provided such person or persons shall be able to prove the required right/authority to access such information. In addition, your personal data may be disclosed under any of the circumstances described in Part VIII of the Ordinance as exemption from the provisions of the Ordinance.

 

How to Check and Update your Information

You may wish to verify (“right of access”) or update (“right of correction”) any personal information that you have submitted to us.

You can do so by logging in to www.themelez.com using the SIGN IN menu. You will be asked to fill in your email address and password. You will then be able to view and/or update your personal information using the different sections of the MY ACCOUNT page including your name and email, shipping and billing addresses, saved credit card details and email preferences.
Alternatively, you may prefer to contact our Customer Care team for help, support or enquiries on how you can exercise these rights.

 

Children

We do not use www.themelez.com to knowingly solicit information from or market to children or young persons under the age of 18.

If you are under the age of 18, you must let your parent or guardian know about this Privacy Policy and our Terms and Conditions before you use www.themelez.com and its Services.

 

Our Corporate Policy

The Company shall fully comply with the obligations and requirements of the Ordinance. Our officers, management and staff members shall, at all times, respect the confidentiality of and endeavor to keep safe any and all personal data collected and / or stored and / or transmitted and / or used for, or on behalf of, the Company.

The Company shall endeavor to ensure all collection, storage, transmission and other handling of usage of personal data shall be done in accordance with the obligations and requirements of the Ordinance.

 

Disclaimer

We reserve the right to amend this Privacy Policy at any time and will place any such amendments on this page. This Privacy Policy is not intended to, nor does it, create any contractual rights whatsoever or any other legal rights, nor does it create any obligations on the Company in respect of any other party or on behalf of any party. Nothing in this policy statement shall limit the rights of data subjects under the Personal Data (Privacy) Ordinance, Chapter 486 of the Laws of HKSAR.