Shipping & Returns

Production Time

All items sold by Made by Mel are custom and handmade.

Please allow up to 2 weeks for production, plus shipping time. Production timeframes commence from the date your design proof is approved. Customers are responsible for allowing sufficient time when ordering, particularly for events or fixed dates.

Postage & Delivery

All orders are shipped via Australia Post.

Standard postage delivery times may take up to 2 weeks, depending on location.
Express Post is available for an additional fee and must be selected at checkout.
Rush orders may be accommodated for an additional fee and must be requested at the time of ordering. Acceptance of rush orders is subject to availability.

Once an order has been lodged with Australia Post, delivery timeframes are outside the control of Made by Mel. While every reasonable effort will be made to assist if an issue arises, Made by Mel is not responsible for postal delays.

Made by Mel is not liable for loss or damage occurring during transit unless optional shipping insurance has been requested and paid for. Where insurance has been purchased, claims will be handled in accordance with Australia Post requirements.

Items Damaged in Transit

If your item arrives damaged:

You must take clear photographs immediately upon opening the package, on the same day the tracking status shows “delivered”.
Photographs must be emailed to mel@madebymel.com.au as soon as possible.

Failure to report damage promptly may affect the ability to investigate or lodge a claim.
Damage caused after delivery due to misuse, mishandling, accidental breakage, or normal wear and tear is not the responsibility of Made by Mel.

Custom and Personalised Items

All custom orders are created strictly in accordance with the instructions provided by you.

A design proof or template will be emailed for approval before production begins.
You are responsible for carefully reviewing all details, including spelling, names, dates, colours, and layout.
Production will only commence once you have confirmed approval in writing.
Once approval has been provided, no changes can be made, and Made by Mel accepts no responsibility for errors that were present in the approved proof.

Refunds and Exchanges

Due to the personalised nature of custom-made products:

Refunds, returns, or exchanges are not available for change of mind.
Refunds or replacements will only be offered where an item is faulty, defective, or not as described, and the fault is attributable to Made by Mel.

Any breakage, deterioration, or damage occurring after delivery is not the responsibility of Made by Mel, unless it is the result of a manufacturing or workmanship defect.

Care instructions relevant to your product will be provided where applicable and must be followed.

If you believe there is an issue with your order, please contact mel@madebymel.com.au as soon as possible. Each matter is assessed on a case-by-case basis.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law, as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Made by Mel complies fully with its obligations under Australian Consumer Law.