Return Policy
Shipping Policy
Our company will ship your order only after we have verified your order confirmation and received payment notification.
You may contact us during our business hours (Open daily, no holidays, from 09:00 – 17:00). We reserve the right not to provide service outside of these hours.
Orders are shipped Monday to Friday (09:00 – 17:00) and Saturday (09:00 – 12:00) via Kerry Express. Under normal circumstances, delivery will be completed within 3 business days.
For orders confirmed and paid after 12:00 PM, shipping will be scheduled for the next business day.
Cancellation Policy
If you wish to cancel your order before it has been shipped, we will consider the reason provided. If the cancellation is due to an error on our part, we will accept the cancellation without issue. For other reasons, approval will be considered on a case-by-case basis. We reserve the right to reject cancellations that are not due to our error.
Return Policy
Our brand does not offer returns or exchanges.
In the case of an allergic reaction, customers may return the product for exchange, provided that they include the original receipt and a medical certificate issued by a hospital.
If the product is damaged due to our error, we will replace the item and cover return shipping costs via registered mail only.
Customers may exchange or return any unused or damaged product within 7 days from the date of receipt (based on the delivery confirmation). Returned products must be in their original condition. We accept returns or exchanges under the following conditions:
The product is defective, damaged, or not functional.
The wrong item was delivered.
The packaging or product was damaged during shipment.
Note: Products must not be used. Testing is allowed, but the product must remain in new condition. If more than 7 days have passed, we reserve the right to refuse the return.
How to Return a Product
If you wish to return a product, please review our return policy to ensure your item qualifies. Then, contact us via LINE: @melarose (include the “@”) to initiate the return/exchange request.
Return Status & Processing Time
The return/exchange process will begin only after we have assessed the returned item. The quality check may take up to 7 business days from the date we receive the item. You can check your return status via LINE: @melarose.
Return Shipping Costs
If the item is incorrect, defective, or damaged, we will arrange pickup and exchange at no additional cost to you, using the address provided in your original order.
Replacement Policy
Once we receive the returned item, it will be assessed for quality. This may take approximately 7 business days. If the return is approved, a replacement product will be shipped according to our normal delivery schedule.
Refund Policy
We will issue a full refund if we are unable to provide a replacement for the returned product.
To process a refund, the customer must submit valid documentation and banking details. The refund will be processed to the customer’s bank account within 30–45 business days. We will notify you once the refund is complete.
Required refund documents:
A copy of your national ID card
A copy of the first page of your bank account with a signature and “certified true copy” note (The account name must match the name on the order)
Contact Us
If you have any questions regarding this policy or our website practices, please contact us at:
Lolly (Thailand) Co., Ltd.
243/152 Ladprao Road, Chomphon, Chatuchak, Bangkok 10900
Phone: 083-243-2423
LINE: @melarose (include “@”)