Order Cancellation
We begin processing orders shortly after they are placed, so we cannot guarantee cancellation. If you need to cancel or update your order, please contact us as soon as possible at hello@officialmelaboo.com. We will check whether we can still help before your order is processed.
Please double-check your order details and shipping address before completing your purchase.
Returns
You have 30 days from the date you receive your order to request a return. We use the delivery date shown in your tracking information.
For a standard return, items must be unused, undamaged, and in their original packaging. You will also need your order number or proof of purchase. For opened or used collagen masks, please see our 30-Day Money-Back Guarantee below.
To request a return, email hello@officialmelaboo.com. Our customer service team will provide approval, the return address for our UK warehouse, and instructions. Please contact us before sending anything back so we can help your return go smoothly.
There is no restocking fee for standard approved returns.
Damaged Items
Please inspect your order when it arrives. If an item arrives damaged, email hello@officialmelaboo.com within 10 days of delivery, including your order number and clear photos of the damaged item and packaging.
Our customer service team will review the issue and work with you to find a suitable solution. Items that arrive damaged are handled through this process rather than our standard return requirements.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method within 10 business days. Your bank or card provider may need additional time to show the refund in your account.
If you have any questions about your refund, please contact hello@officialmelaboo.com.
Return Shipping Costs
Customers are responsible for the cost of returning items to our UK warehouse, including returns under our 30-day money-back guarantee. Original shipping costs are non-refundable, except where required by applicable law.
Please contact hello@officialmelaboo.com to request return approval, the warehouse address, and shipping instructions.
We recommend using a tracked return service and keeping your proof of postage. We cannot take responsibility for return packages lost or damaged before they reach our warehouse. If an issue occurs, please contact us so we can help you look into it.
Incorrect Addresses and Uncollected Packages
Please provide a complete and accurate shipping address at checkout. If you notice an error, contact hello@officialmelaboo.com as soon as possible. We will do our best to help, although changes may not be possible once your order has been processed.
If we are notified of an address issue or that your package is awaiting collection at a local pickup point, we will contact you using the details provided with your order. Please follow the carrier’s instructions and collect your package within the stated timeframe.
If your package is returned to us because of an incorrect or incomplete address you provided, or because it was not collected after we notified you, a fee equal to 15% of the returned items’ purchase price will be deducted from your refund. Original shipping costs will not be refunded.
This fee does not apply when the return is caused by an error on our part or by the carrier. If you would prefer to have the order sent again, contact us to discuss available options and any additional shipping costs.
Lost or Stolen Packages
If tracking shows your package as delivered but you cannot find it, please check your delivery location, household members, neighbours, and any safe place used by the carrier.
We generally cannot accept responsibility for loss or theft after successful delivery. However, you can always contact us at hello@officialmelaboo.com. We will help investigate with the carrier and work with you to find a suitable solution.
A delivery scan alone does not prevent us from looking into a possible delivery error.
Product Suitability and Skin Reactions
Please review the ingredient list before purchasing, especially if you have known sensitivities or allergies.
Our standard return policy does not cover opened or used products solely because of a suspected skin reaction. However, your purchase may qualify for our 30-Day Money-Back Guarantee below.
If you experience a reaction, stop using the product and contact hello@officialmelaboo.com so we can review your concern and discuss the available options.
Replacement shipments are generally not eligible for a further return or exchange. If a replacement arrives damaged or incorrect, please contact us so we can help.
Free Gifts
Some promotions include a complimentary gift. Unless a promotion states otherwise, each order is eligible for one free item.
If multiple free items are added to an order due to a system error, only one will be included.
Shipping Protection
If you purchase shipping protection, it covers packages lost or damaged during transit. The shipping protection fee is non-refundable once your order has been processed.
Shipping protection does not cover loss or theft after successful delivery. If you experience a delivery problem, please email hello@officialmelaboo.com so we can review it and help find a suitable solution.
30-Day Money-Back Guarantee
We want you to feel confident trying MelaBoo. That is why we offer a 30-day money-back guarantee on your first purchase of our collagen masks.
If you are not satisfied, contact hello@officialmelaboo.com within 30 days of receiving your order. You can try up to two masks and still qualify for a refund of the product purchase price.
Please return the remaining masks unused and in their original packaging. Our customer service team will provide the return address and instructions and may request photos to confirm eligibility.
Customers are responsible for return shipping costs. Original shipping costs are non-refundable, except where required by applicable law. No restocking fee applies to approved returns under this guarantee.
Purchases where more than two masks have been used do not qualify for this guarantee. The guarantee applies to first-time purchases only.
We may decline requests where there is clear evidence of abuse or fraud. If you are unsure whether your order qualifies, please contact us—we are happy to help.
Your Consumer Rights
This policy does not limit any rights you have under applicable consumer law, including rights relating to faulty, damaged, or incorrectly supplied goods.
Policy Updates
We may update this policy from time to time. Any changes will be published on this page. For existing orders, the policy in effect when the order was placed will apply.