Frequently Asked Questions
Answers to the questions we are asked most often. If yours is not here, email info@melbalane.com and we will reply within 24 hours on business days.
About the store
Who is behind Melba Lane?
Melba Lane is an online women's fashion store selling to customers in Australia. It is operated by Turmat Group VOF, a company registered in Belgium. Full company details are on our About page and in the footer of every page.
Do you make your own clothing?
No. We are a retailer, not a manufacturer. We select each style from the suppliers we work with and list it under our own product name.
Do you have a physical shop?
No. We sell online only and we do not hold stock in Australia.
How can I contact you?
By email at info@melbalane.com or through the form on our Contact page. Email is our only support channel. We reply within 24 hours on business days.
Sizing and fit
How do I choose the right size?
Every product page has a size and fit guide above the size selector, and all sizes are listed in Australian sizing. For clothing, compare your own measurements to the guide; for footwear, measure your foot from heel to longest toe. If you are between sizes we suggest taking the larger size.
Are your items true to size?
Most styles are cut to standard sizing. Where a style runs smaller or larger than usual, we say so in the product description. Fit still varies with body and foot shape, so read the sizing notes on the product page before ordering.
What fabrics do you use?
The fabric information on each product page is the information supplied to us for that item. Where we cannot verify a composition, we describe the material in general terms instead of stating a fibre content we cannot confirm.
How should I care for my items?
Follow the care label on the item itself, which always takes priority. General guidance for each item is in the care section on its product page.
Shipping and delivery
Where do orders ship from?
Orders are packed and dispatched by our fulfilment partner in Shenzhen, China, and sent directly to your address in Australia.
What does shipping cost?
Standard shipping is free on every order to Australia, with no minimum spend.
How long does delivery take?
Orders are processed within 1 to 3 business days. Delivery within Australia usually takes a further 5 to 10 business days, depending on your location and the local courier. Customs processing and public holidays can add time. Full details are in our Shipping Policy.
Can I track my order?
Yes. You receive a tracking link by email as soon as your parcel is dispatched, and you can check the status any time on our tracking page using your order number.
My order has not arrived yet. What now?
Check the tracking link first. If your parcel is outside the expected delivery window, email us with your order number and we will chase it with the carrier.
What if an item arrives damaged, faulty or incorrect?
Email us within 30 days with your order number and a photo. We will resolve it at our cost, with a replacement or a refund.
Returns, exchanges and refunds
Can I return something if I change my mind?
Yes. You can request a return within 30 days of delivery, provided the item is unworn, unused and in its original condition with its packaging.
Who pays for return shipping?
For change-of-mind returns, including wrong size or fit, return shipping is paid by the customer. Returns are handled through our international returns facility, so contact us first and we will give you the correct return address. Do not send a return to the address on the parcel or to our registered company address.
Do you offer exchanges?
Yes, for a different size in the same item. Email us within 30 days with your order number and the size you want.
How long does a refund take?
Once your return arrives and has been inspected, the refund is processed within 7 business days to your original payment method. Shipping costs are not refundable.
Can I cancel or change my order?
Within 24 hours of ordering, yes. Email us as soon as possible. Once the order has been dispatched it cannot be cancelled in transit, but you can still request a return after delivery.
What about my rights under Australian Consumer Law?
Our 30-day change-of-mind policy is offered in addition to the rights you have under the Australian Consumer Law, which may entitle you to a repair, replacement or refund for goods that are faulty or that do not match their description. Nothing in our policies limits those rights. The conditions are set out in our Refund Policy.
