Customer Guide
FAQ
A clean guide to orders, shipping, sizing, care, returns, and limited drops. For anything specific, contact us with your order number and we will help directly.
Orders & Shipping
How long does order processing take?
Orders are usually prepared within 1 to 3 business days. During limited drops, holidays, or high-volume periods, processing may take slightly longer.
How long does shipping take?
Delivery times depend on destination and selected shipping method. Final shipping options and estimated delivery windows appear at checkout.
Do you offer complimentary shipping?
Yes. Complimentary shipping is offered on eligible orders over the posted threshold, unless a different threshold is shown at checkout or during a specific promotion.
Do you ship internationally?
International shipping may be available to selected destinations. Rates, delivery estimates, duties, taxes, and available carriers are calculated at checkout.
Will I receive tracking?
Yes. Once your order ships, tracking details are sent to the email or phone number used at checkout. Tracking may take up to 24 hours to update after the carrier receives the package.
Can I change or cancel my order?
Contact us as soon as possible at support@melato.ca. We can try to help before fulfillment, but once an order has been processed or shipped, changes may no longer be possible.
Products & Sizing
How does Melato fit?
Melato pieces are designed with a relaxed athletic fit. Choose your usual size for a clean silhouette, or size up if you prefer a looser look.
How do I choose the right size?
Check the size guide on the product page before ordering. If you are between sizes, consider how you want the piece to sit: fitted, relaxed, or oversized.
What materials are used?
Materials vary by product and collection. Each product page includes its own fabric, composition, and care notes when available.
How should I care for my Melato pieces?
Wash cold on a gentle cycle, wash inside out, avoid bleach, and hang dry when possible. Do not iron directly over embroidery, prints, appliqués, or branded details.
Will sold-out colorways restock?
Melato drops are limited. Some pieces may restock, but many colorways are released in small quantities and may not return once sold out. Sign up to the newsletter or follow Instagram for drop updates.
Returns & Exchanges
What is your return window?
Eligible items may be returned within 30 days of delivery. Items must be unworn, unused, unwashed, with original tags attached, and in original packaging.
How do I start a return?
Email support@melato.ca with your order number, the item you want to return, and the reason for return. We will review the request and send next steps if approved.
Do you offer exchanges?
Exchanges depend on size and inventory availability. If the item you want is limited or close to selling out, the fastest option is usually to place a new order and return the original eligible item.
What if my item arrives damaged or incorrect?
Email us as soon as possible with your order number and clear photos of the issue. We will review the situation and help correct it.
Contact
For order support, returns, and exchanges, email support@melato.ca. For general questions, email contact@melato.ca.