FAQ’s

How long after i order will it be shipped?

Everything here at Melts By Lauren is hand made to order, so we operate a up to10 working days turnaround excluding delivery time.

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Where is collection?

Collection is from Rainham, Kent. Once you have made a order you will receive the full address. 

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What should I do if I am not happy with my order?
In the event that you are not happy with the products you receive, we offer a full money back guarantee. Please note that custom / personalized orders are non refundable. 

• Items must be unused and in their original packaging. 

• You must notify us of your return within 10 days of receiving your product. 

If you intend on returning your products, please send us an email with any relevant information (including your order number and reason for return) to: meltsbylauren@hotmail.com

Once your return is received, items will be inspected and your refund processed to your original payment method.

Please note: return postage is covered by the customer. 

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My items were broken in transit?
If you believe your items are faulty and / or damaged in transit please contact us on the above email with your order number, images of the affected products and any relevant information so that we can raise a claim with Royal Mail. 
 

My order is wrong?

Although rare, mistakes can happen. If you believe you have received the wrong item/s please contact us ASAP with your order number and relevant information so that we can send the correct ones out.

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My products are faulty?

If you believe there is something wrong with the products received please contact us ASAP where a member of the team will be happy to assist.
Where the item is faulty but not damaged, a return will be arranged so that the product can be inspected. If the product is found to be faulty a full refund will be issued, if we find the product fit for purpose a credit will be issued to the value of the product returned.

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I haven’t received my order?

Please allow reasonable time from your dispatch email for your order to arrive. For orders sent 1st class the estimated delivery time is 1-2 working days, for orders sent 2nd class the estimated delivery time is 2-3 working days. Please note these are just estimations and delays may occur, especially during busy periods, which are out of our control. 

If you are worried about the whereabouts of your order, please contact us on the above email and  we will be happy to assist you further.