Shipping policy

1. Data Controller

1.1. The controller of your personal data is the online store https://mellora.co.uk/

1.2. Controller's contact details:

Email: customerbase@proton.me

1.3. For matters related to the processing of personal data or product safety, please contact us at: customerbase@proton.me

2. Order Fulfilment

2.1. The https://mellora.co.uk/ store operates using a dropshipping model, which means that products are shipped directly from third-party suppliers, primarily from China, to Customers.

2.2. An order will be forwarded to the supplier within a maximum of 7 business days after the Customer's full payment has been received. Orders that remain unpaid for 3 business days may be cancelled by the store.

2.3. The total delivery time is 10 to 45 business days, depending on the Customer's location, supplier and factors such as:

• Customs clearance,

• Transport delays,

• Force majeure or other circumstances beyond the store's control.

2.4. By placing an order, the Customer accepts the stated delivery time. If delivery is delayed by more than 45 business days from the date the order was forwarded to the supplier, the Customer may withdraw from the contract and request a refund by submitting a written request to customerbase@proton.me within 7 days after this period has expired.

2.5. The Customer bears the risk associated with customs clearance, including any customs duties and taxes that may apply.

3. Delivery Costs

3.1. Shipping costs are determined during the checkout process and depend on:

• Type of product,

• Delivery country,

• Selected shipping method.

3.2. The store may offer promotions, including free shipping. Customers will be informed about such promotions on the website during the checkout process.

3.3. In the event of a product return, the return shipping costs are borne by the Customer, unless the store expressly decides otherwise in an individual case.

4. Shipping Information

4.1. After the order has been forwarded to the supplier, the Customer will receive an email confirming shipment, together with a tracking number if one is available from the supplier.

4.2. In the event of delays, the store may, but is not required to, inform the Customer of the estimated delivery time. This depends on the information provided by the supplier.

4.3. The Customer is required to check the condition of the parcel upon delivery and report any damage directly to the carrier and to the store within 48 hours of receiving the parcel.

5. Liability for Delivery

5.1. The https://mellora.co.uk/ store is not liable for delivery delays resulting from actions or omissions of suppliers, logistics partners, customs clearance procedures, an incorrect address provided by the Customer, or other circumstances beyond the store's control.

5.2. The store is not responsible for damage to products occurring during transportation. However, as part of its customer support, the store may assist the Customer in submitting a complaint to the carrier or supplier in accordance with applicable laws, including the General Product Safety Regulation (GPSR).

5.3. In the event that a parcel is lost, the store will take steps to investigate the situation with the supplier or carrier. If the matter cannot be resolved, the store may offer a refund or resend the order, at the store's discretion.

6. Product Safety (GPSR)

6.1. Products offered in the store comply with the safety requirements set out in the General Product Safety Regulation (GPSR) and bear the CE marking where such marking is required.

6.2. If it is determined that a product poses a safety risk, the store will withdraw the product from the market and notify Customers by email regarding the return procedure.

6.3. Product safety concerns should be reported to customerbase@proton.me. The store will respond within 24 hours and take appropriate action in accordance with the GPSR.

7. Contact

7.1. Questions regarding shipping, delivery or product safety should be sent to customerbase@proton.me

7.2. The store will respond to enquiries within 48 business hours, unless contacting the supplier requires additional time, in which case the Customer will be informed accordingly.