FAQ's

Do you offer returns / exchanges?

Yes, we offer returns and exchanges, provided these are initiated within 7 days of receipt of the item in question. Read more about the returns and exchange policy here

Should you wish to return an item, please observe the process below
to ensure a smooth process. 

ORDERING ONLINE

Please ensure that the correct sizes are selected before completing your purchase. We conveniently provide size charts for each product, we recommend that our clients compare their own measurements with the size charts to find the correct fit.

OPENING OF PARCEL

Please open your parcel on receipt with care, so as not to damage the packaging. Please do not remove the quality-checked sticker or label until you are 100% sure that the item fits correctly.

7-DAY RETURN / EXCHANGE POLICY

If you are not completely satisfied with your order, please notify us immediately before sending your parcel. We require that you first complete a return form and then send your parcel within 7 days from the day of receipt. Please contact us to obtain the return form. If you've failed to provide us with proof that the parcel has been sent back to us, the refund will be forfeited and an online voucher will be issued instead. The parcel can be sent to us via courier or paxi, returns will be at our own cost if the item is damaged or faulty. For hygiene purposes, no exchange or refunds will be accepted on accessories including earrings, socks, bags and bag straps. 

Items bought on PROMOTION (example. GOBOKKE & HAPPYNEWYEAR) will be accepted for refunds, non-refundable gift vouchers or an exchange.

Items bought on SALE will not be accepted for refunds nor gift vouchers, but can be exchanged for something else.

    • Contact us: sales@melsouthafrica.co.za
    • 069 724 4315 (Boutique | Whatsapp only)
    • 082 787 6036 (Office number | Dispatch)  
    • 081 739 8873 (Online Support | WhatsApp only)

RETURNS / EXCHANGES

  • All items are to be in their original condition, meaning that they were neither worn nor washed,
  • Items with make-up stains / clothes that smell of smoke / shoes that have been worn will not be accepted for return or exchange,
  • All items are still to have the quality checked sticker / tag on them.
  • In the event of your having to return a parcel to us via our couriers, please remember to provide us with the tracking / pin number.

RETURN FOR REFUND OR CREDIT

  • The credit is based on the system price and NOT the product’s original price.
  • Credits are granted through a non-refundable voucher, without an expiry date.
  • Refunds are done on Mondays & Thursdays and only once the goods have been received at our premises.

FAULTY ITEM

In the event of you noticing a fault on receipt of any item:

  • Please do NOT remove the garment tag,
  • Notify us within 7 days of receipt of the item, or it will no longer be eligible for return.

For further information, please email us at sales@melsouthafrica.co.za

How do I request a refund?

If you are not completely satisfied with your order, please notify us immediately and return your parcel within 7 days of receipt. The parcel can be sent to us via courier or paxi, returns will be at own cost. 

Paxi Adress: (P5810) Pep Home, Fairbridge Mall, Brackenfell, Western Cape

Courier Adress: 03 Eben Olivier Street, Brackenfell, Western Cape

You may also return the items in-store and exchange them for something else.

Refunds/Online Vouchers will be processed once the parcel has been received and passed a quality assessment. Please view our return and exchange policy.

What courier options do you offer?

We offer both door-to-door courier options via The Courier Guy and delivery to your closest PEP Stores via PAXI. For local clients, we also offer a free pick-up / collect option.

Please note:  The delivery fee of R65 on PAXI orders applies to parcels of up to 2kg. Should the packed weight of your order exceed 2kg, we reserve the right to contact you to upgrade to the related PAXI delivery fee or offer you an alternative courier option.

When will I receive my parcel?

Your order will be ready to be shipped/collected within 2 - 4 working days from when the payment reflects.

Please note:  While we arrange shipping with THE COURIER GUY (this takes an extra 2-3 working days). PAXI (this takes 3-5 working days), We have no control over the shipping process once the parcel leaves our premises, but we will gladly assist with tracking where we can.

Local Pick Up/ Courier and Paxi customers, kindly note that you will be notified via email or WhatsApp once the parcel is ready for collection or to go out with the couriers.

Who can I contact to track a missing parcel?

For any queries related to your order, you can WhatsApp us at Dispatch: 082 787 6036

What if I was wrong about my size?

Our garment may vary in size thus each garment will have a size chart, we recommend comparing your measurements with the size chart to find the correct fit.

If a garment does not fit, you are welcome to return the item for an exchange, provided that you initiate this within 7 days of receipt of the parcel and the item is returned in its original package and state.

Can items be rejected for return?

Yes. If the item is damaged, soiled, stained, smells like smoke, marked with make-up or shows any sign of having been worn, it may not be eligible for return.

What if I find a factory defect on the item?

The item may be returned, subject to the provisions of our returns and exchanges policy, which may be found here.

Should you wish to return an item, please observe the process below
to ensure a smooth process. 

ORDERING ONLINE

Please ensure that the correct sizes are selected before completing your purchase. We conveniently provide size charts for each product, we recommend that our clients compare their own measurements with the size charts to find the correct fit.

OPENING OF PARCEL

Please open your parcel on receipt with care, so as not to damage the packaging. Please do not remove the quality-checked sticker or label until you are 100% sure that the item fits correctly.

7-DAY RETURN / EXCHANGE POLICY

If you are not completely satisfied with your order, please notify us immediately before sending your parcel. We require that you first complete a return form and then send your parcel within 7 days from the day of receipt. Please contact us to obtain the return form. If you've failed to provide us with proof that the parcel has been sent back to us, the refund will be forfeited and an online voucher will be issued instead. The parcel can be sent to us via courier or paxi, returns will be at our own cost if the item is damaged or faulty. For hygiene purposes, no exchange or refunds will be accepted on accessories including earrings, socks, bags and bag straps. 

Items bought on PROMOTION (example. GOBOKKE & HAPPYNEWYEAR) will be accepted for refunds, non-refundable gift vouchers or an exchange.

Items bought on SALE will not be accepted for refunds nor gift vouchers, but can be exchanged for something else.

    • Contact us: sales@melsouthafrica.co.za
    • 069 724 4315 (Boutique | Whatsapp only)
    • 082 787 6036 (Office number | Dispatch)  
    • 081 739 8873 (Online Support | WhatsApp only)

RETURNS / EXCHANGES

  • All items are to be in their original condition, meaning that they were neither worn nor washed,
  • Items with make-up stains / clothes that smell of smoke / shoes that have been worn will not be accepted for return or exchange,
  • All items are still to have the quality checked sticker / tag on them.
  • In the event of your having to return a parcel to us via our couriers, please remember to provide us with the tracking / pin number.

RETURN FOR REFUND OR CREDIT

  • The credit is based on the system price and NOT the product’s original price.
  • Credits are granted through a non-refundable voucher, without an expiry date.
  • Refunds are done on Mondays & Thursdays and only once the goods have been received at our premises.

FAULTY ITEM

In the event of you noticing a fault on receipt of any item:

  • Please do NOT remove the garment tag,
  • Notify us within 7 days of receipt of the item, or it will no longer be eligible for return.

For further information, please email us at sales@melsouthafrica.co.za

How do I determine my size?

Our garment may vary in size thus each garment will have a size chart, we recommend comparing your measurements with the size chart to find the correct fit.

You can also refer to our handy size guide on how to take your measurements.

Please refer to the sizing chart provided with each product listing before placing your order to avoid any size complications. You can also refer to our handy size guide on how to take your measurements

 

SOME KEYWORDS:

  • Oversized: The item has a more baggy look and is intended to be bigger. We recommend (if you don’t like oversized) to size down for a less baggy look while keeping the measurements in mind.
  • Fitted: A tighter fit.
  • Relaxed: Loose fit

Do you have a physical store?

Yes; our physical store is located at 3 Eben Olivier Street, Springbokpark, Brackenfell, 7560.

Our store hours are:
Monday to Friday (09:00 – 17:00), Saturdays (10:00 – 14:00).

We are closed on Sundays.

Have any questions that are not covered here?

Should you not find the answer you’re looking for here, please email us at customer@melsouthafrica.co.za

WhatsApp the Online Support Team at 081 739 8873
(WhatsApp only)