FAQ's

WHAT WEBSITE SHOULD I SHOP FROM?

Customers in the UK and Rest of World need to shop from our UK store:

www.odabash.com

Customers in Europe need to shop from our EU store:

www.eu.odabash.com

Customers in the USA, Canada and Puerto Rico need to shop from our US store:

www.us.odabash.com

If you are not shopping from the correct store you will not be able to select your country as a shipping destination. Please ensure you are on the correct store to be able to place a successful order. 

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You no longer need to create an account to place an order with us.

But if you create an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in you account and more,

    WHAT PAYMENT METHODS DOES MELISSA ODABASH ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?

    We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron and JCB cards.

    All payments are processed through a secure checkout system via Shopify Pay and Stripe.

    IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?

    If your order is damaged or gets lost during transit, we are able to raise a claim for you against the courier. Each courier has a different process regarding these matters and this will be outlined on their respective website.

    ROYAL MAIL

    Orders dispatched from our distribution warehouse destined for UK based delivery addresses on a standard service are dispatched via Royal Mail (unless otherwise stated).

    The orders are dispatched on a 48hour delivery service, however on occasion due to circumstances out of our control this can take longer. Royal Mail do not require a signature for the receipt of your order, if you are unable to accept your delivery Royal Mail will leave a calling card indicating if this has been left with a neighbour, or taken back to the local depot to await collection.

    DPD, DHL, UPS, Skynet

    Orders dispatched to Europe and ROW are delivered via DPD, DHL, UPS, Skynet (unless otherwise stated). Once your order has been dispatched you will receive a shipment email containing your tracking information for your order, once this has been activated you will be able to monitor the progress of your orders journey to you.

    DPD, DHL, UPS and Skynet all have their own delivery procedures (which can differ from country to country) for when a customer is not available to accept delivery. Please visit their respective websites for accurate information.

    You are able to track all of your order placed online using the tracking information in your despatch email. We strongly encourage all of our customers to track their orders, to keep informed about possible delays, delivery attempts or requests of further information from the courier.

    CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

    Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.

    If you need to make any amendments, please email shop@odabash.com (UK/ROW) shopUSA@odabash.com (USA) with your order number & amendment requirements as soon as possible.

    CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

    Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays receiving your order, we suggest that you provide a suitable shipping address for the specified delivery times.

    HOW CAN I TRACK MY ORDER?

    Once your order has been dispatched, you will receive an email containing your tracking information to track your order. We strongly encourage all of our customers to track their orders, to keep informed about possible delays, delivery attempts or requests for further information from the courier. 

    HOW DO I RETURN OR EXCHANGE AN ITEM?

    You have 28 days to return your items to us for a full refund, if you return item(s) from your order outside of our returns period, you will no longer be eligible for a refund and instead a credit note will be issued. Items should be returned to:

    UK/Non-USA USA

    ILG

    c/o Avalon / Melissa Odabash

    Logistics House

    Charles Avenue

    Burgess hill

    West Sussex

    RH15 9TQ

    Melissa Odabash

    c/o Bergen Logistics

    7300 West Side Avenue

    North Bergen, NJ 07047

    USA

     

    As of 20/03/2020 our UK Free Returns process is changing. Royal Mail will no longer provide the pre-paid returns label. To process your return simply visit www.royalmail.com/track-my-return select Melissa Odabash from the list and either print your returns label or take the QR code into your local post office to create your return.

    DO YOU OFFER A REPAIRS SERVICE?

    Being such high quality, we expect your Melissa Odabash garments to last for many seasons, however should anything go wrong, we are often able to repair items up to a year after purchase. Contact shop@odabash.com for further information.

    DOES MELISSA ODABASH HAVE SEASONAL SALES?

    The Melissa Odabash sale takes place once a year around the start of August. We also hold a sample sale, once a year in a Central London Location. Details of this can be received by registering with Melissa Odabash Online or following the links to our social media platforms & blog.