Order status can be checked at Dr.Melaxin website [My Account > Order History]

[Dr.Melaxin 100% Refund Policy]

[Return Shipping Costs]

Customers are responsible for the cost of return shipping.

If the order was originally shipped with free shipping, the initial shipping cost may be deducted from the refund amount.

[Return Address]

Returned items must be sent directly by the customer to the designated Dr.Melaxin UK warehouse.

[Return Shipping Address]

acrossB UK Center (Hecny Logistics Limited)

Unit B, Crosspoint Distribution Park,

Swallowfield Way, Hayes UB3 1DQ,

United Kingdom

[Refund Request Period]

Refund requests must be submitted within 14 days of receiving the product.

[Refund Eligibility Limit]

A maximum of one (1) product per customer is eligible for the 100% refund policy.

[Conditions Where the 100% Refund Policy Does Not Apply]

The 100% refund policy does not apply in the following cases:

• If more than 1/3 of the product has been used

• If more than 15 days have passed since receiving the product

Once the returned item has been received and inspected, we will notify you regarding the approval status of your refund. If approved, the refund will be automatically issued to the original payment method within up to 10 business days. Please note that processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at the email address below.

📩 brand501.cs.uk@brand501.com

All exchanges and returns must be approved in advance by the Dr.Melaxin Customer Service team. Requests that are not approved may be rejected without prior notice.

If a parcel is returned due to refusal of delivery or long-term non-collection, the return shipping cost will be borne by the customer. Dr.Melaxin is not responsible for parcels returned due to non-collection.

📩 Customer Service Email: brand501.cs.uk@brand501.com

Refunds are issued to your original payment method (PayPal) once the cancellation is confirmed. Please allow up to 5–10 business days for the refund to be processed. If you have any further questions, please contact us at brand501.cs.uk@brand501.com

All products purchased from our website are in British Pounds (GBP).

We currently accept PayPal only, and all payments must be completed at checkout. Thank you for your understanding.

If you want to change the product or cancel the order,
Please reach out to our Customer Service Team (brand501.cs.uk@brand501.com)for assistance, and we will provide guidance with care.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at brand501.cs.uk@brand501.com

Sometimes, orders can be canceled automatically if the card information does not match or the order is recognized as having suspected fraudulent activity or unauthorized information provided.

[A way to solve recurring problems]

1. Delete cookies and caches on the site, completely reboot the browser.
2. Enter a valid card number.
-Cardholder name: Enter your name exactly as it’s written on your card
-Expiry date: Enter a valid card expiry date (MM/YY)
-Security code: Enter the CVV or security code on your card
3. Place a different order by matching the shipping and billing address as the same.

Nevertheless, if you can't order, please contact the customer center and we'll respond quickly.

Customer Service Team (brand501.cs.uk@brand501.com)

We aim to ship (dispatch) orders placed before 11:59 PM on weekdays within 1-2 business days during non-sale periods.

Please note that orders placed on weekends (public holidays) will be shipped on the next business day.

Generally, the delivery will be completed within 1~3 business days from the ordering date.

* The arrival date may change depending onthe shipping company's situation.

Once the delivery begins, you can track the process via email with a tracking number.
You can track your order by using the tracking number provided in the delivery notification sent when the product is dispatched or by visiting Dr.Melaxin Mall.

[CS CENTER - Track Your Order - Track]
[My Account - Order number - Track Shipment]

If the delivery status shows as [Delivered],
but you haven't received the product, please check the following:

1. Verify the delivery address in your order information.
   
2. Check with a proxy or delegated location.
   Confirm with family, colleagues, security office, or any other delegated location.
   
3. Contact the delivery courier.
   Verify with the assigned courier using the tracking number.
   
   

If the issue cannot be resolved through a proxy, delegated location, or courier,
please contact our Customer Service Team(brand501.cs.uk@brand501.com )
We will promptly assist you after confirming with the courier company.

Changes to shipping information (delivery address, recipient, delegated location, etc.) can only be made before dispatch (shipment).

Please contact our customer service team for inquiries, and we will check the possibility of changes and provide guidance accordingly.

If the shipment (dispatch) has already been completed promptly,
please understand that it may not be possible to change the delivery information.

Did you not receive some of the items you ordered?

We sincerely apologize for the inconvenience.
Please take photos of the exterior of the received parcel and the items you did receive.

Contact our Customer Service Team (brand501.cs.uk@brand501.com) with the photos,
and we will assist you after confirming the situation.

For exchanges,
it's possible only for the same product as purchased. If you need to change options,
please proceed with a return and make a new purchase.

In case of defects or damages to the product, Dr. Melaxin will cover the shipping fees.

If you choose to connect with our Customer Service Team (brand501.cs.uk@brand501.com),
please take photos of the exterior of the received parcel and any damaged or faulty items.
Providing these photos will enable us to expedite the verification process.