Payment and delivery

Payment Terms and Process

Orders placed on the Melenni website are paid for by cashless payment using the payment services available at checkout. The currently available payment methods are displayed during the checkout process.

Ready-made products must be paid for in full (100% of the Order value) before the Order is handed over to the delivery service. Once payment has been confirmed, the Order is processed and prepared for dispatch.

Payment for a Custom Order is made in the amount and according to the payment terms agreed with the Customer in the Specification for the relevant Custom Order. The Specification may provide for either full payment or an advance payment.

Available payment methods may include bank cards, the Faster Payments System (SBP), and other methods offered by the connected payment service.

Bank card details are processed within the secure environment of the payment service and are not stored by the Melenni online store.

After successful payment, the Buyer receives payment confirmation in accordance with the procedures of the relevant payment service.

Order Processing & Delivery

Ready-made products are processed once payment has been confirmed. The standard order processing time is up to 24 hours, after which the Order is prepared and handed over to the delivery service.

Custom Orders are handed over for delivery after the product has been completed within the production period agreed with the Customer in the Specification and subject to fulfilment of the applicable payment terms set out therein.

For customers in St. Petersburg, courier delivery within the Ring Road (KAD) is available, with the delivery date and time slot arranged accordingly.

Delivery within Russia, as well as to Belarus and Kazakhstan, is carried out by the CDEK delivery service. Available delivery methods, estimated delivery times and costs are determined when the Order is placed and depend on the destination, selected tariff and shipment characteristics.

Weekends and public holidays may affect order processing and dispatch times.

Once the Order has been handed over to the delivery service, the Buyer is provided with a tracking number to track the shipment.

Terms of Return, Exchange and Cancellation of a Custom Order

1. General Provisions

1.1. These Terms govern the return and exchange of Ready-Made Products purchased remotely through the Melenni website, claims relating to Ready-Made Products with alleged defects, and the procedure for cancellation of a Custom Order.
1.2. Ready-Made Products and Custom Orders are subject to different legal regimes. The return rules applicable to Ready-Made Products do not apply to a Custom Order, which involves making a new item from scratch in accordance with a Specification agreed with the Customer.
1.3. These Terms apply together with the Melenni Public Offer and the legislation of the Russian Federation.

2. Return and Exchange of Ready-Made Products of Proper Quality

2.1. The Buyer may withdraw from the purchase of a Ready-Made Product of proper quality at any time before its delivery and, after delivery, within 7 (seven) calendar days. Upon delivery of the Product, the Buyer is provided with information on the return procedure and time limits in the form prescribed by the legislation of the Russian Federation.
If information on the return procedure and time limits for a Ready-Made Product of proper quality was not provided to the Buyer upon delivery in the form prescribed by the legislation of the Russian Federation, the Buyer may withdraw from the purchase of the Product within 3 (three) months from the date of its delivery.
2.2. A Ready-Made Product of proper quality may be returned provided that its merchantable appearance and consumer properties have been preserved. The Product must not show signs of wear or other use, washing, soiling, foreign odors, damage, alteration of the item, its contents or volume, or any other signs of use as a result of which its merchantable appearance or consumer properties have not been preserved.
2.3. When assessing the condition of the Product, account is taken of the preservation of manufacturer-provided labels, seals, protective membranes, hygiene and other protective elements, as well as consumer packaging, to the extent that their condition is connected with the preservation of the Product's merchantable appearance and consumer properties and with the absence of use.
2.4. The Buyer may request the exchange of a Ready-Made non-food Product of proper quality for a similar product within 14 (fourteen) days from the date of its delivery if the Product did not suit the Buyer in terms of shape, dimensions, style, color, size or configuration, subject to the conditions and restrictions established by the legislation of the Russian Federation.
An exchange is available if the Product has not been used and its merchantable appearance, consumer properties, seals and factory labels have been preserved.
The exchange provisions of this Clause do not limit the Buyer's separate right to withdraw from the purchase of a Ready-Made Product purchased remotely in accordance with Clause 2.1 of these Terms.

3. Procedure for Returning a Ready-Made Product of Proper Quality

3.1. To arrange a return, the Buyer sends a request to sale@melenni.ru, specifying the Order number or another Order identifier and the Buyer's contact details.
3.2. The return may be made by any method chosen at the Buyer's discretion that enables the Product to be transferred to the Seller and allows the Seller to inspect its condition upon receipt, including through a transport company or postal service. The Seller provides the current return details in response to the Buyer's request.
3.3. The Buyer bears the costs of transporting a Ready-Made Product of proper quality from the Buyer to the Seller, unless otherwise provided by the legislation of the Russian Federation or offered by the Seller. If the return delivery is arranged and paid for by the Seller, the Seller may deduct from the amount refundable to the Buyer the actual costs incurred in delivering the returned Product from the Buyer to the Seller.
The Buyer bears the risk of accidental loss of or damage to the Product during return transportation until the Product is actually received by the Seller, unless otherwise provided by the legislation of the Russian Federation or separately agreed by the Seller.
3.4. Provided that the Buyer complies with all return conditions set out in these Terms and in the legislation of the Russian Federation, including taking the steps required to transfer the Ready-Made Product to the Seller and enabling the Seller to receive and inspect the returned Product, the funds shall be refunded no later than 10 (ten) days from the date on which the Buyer submits the corresponding request.
The mere submission of a notice of withdrawal from the purchase of the Product or a refund request, without transferring the Ready-Made Product to the Seller and without enabling the Seller to receive and inspect its condition, does not confirm compliance with the return conditions and does not constitute sufficient grounds for a refund until the Buyer has taken the specified steps.
3.5. After actually receiving the returned Ready-Made Product, the Seller, without undue delay, checks the preservation of its merchantable appearance, consumer properties, completeness, quantity (volume), manufacturer-provided labels, seals, protective and other elements, as well as compliance with the other return conditions.
Based on the results of the inspection, the Seller refunds the Buyer for the Ready-Made Products in respect of which the return conditions have been met, or sends a reasoned written response stating that there are no grounds for a refund.
If, before the expiry of the statutory time limit, the Ready-Made Product has not been received by the Seller and the possibility of inspecting its condition has not been provided for reasons beyond the Seller's control, the Seller notifies the Buyer that the refund request cannot be resolved until the returned Product has actually been received and inspected.

4. Claims Concerning a Ready-Made Product with an Alleged Defect

4.1. If a defect that was not disclosed at the time of sale is discovered, the Buyer may assert the claims provided for by the legislation of the Russian Federation.
4.2. The Buyer's statement that the Product has a defect or is "defective" does not in itself constitute acknowledgment of a manufacturing defect and does not result in an automatic refund. To consider the claim, the Seller accepts the Product and, where necessary, conducts a quality inspection.
4.3. No warranty period is established for ready-made clothing produced by Melenni. When asserting claims relating to defects in such clothing, the Buyer must prove that the defect arose before the Product was delivered to the Buyer or for reasons that existed before that time, in accordance with Clause 6 of Article 18 of the Law of the Russian Federation "On Protection of Consumer Rights". The mere discovery of damage to the Product after its delivery does not establish that the defect is of a manufacturing nature.
4.4. Upon receipt of the Product, the Seller may record its condition, packaging and the alleged damage by means of photographs and video, an inspection/quality check report and/or other admissible means. The Buyer may participate in the quality inspection in the cases provided for by the legislation of the Russian Federation.
4.5. If the review does not confirm that the defect is of a manufacturing nature, or if circumstances are established for which the Seller is not liable, the Seller sends a reasoned response. If the Product is held by the Seller, the Buyer is invited to arrange its collection; the costs of returning the Product are borne by the party on whom they are imposed by the legislation of the Russian Federation.
4.6. If a defect for which the Seller is liable is confirmed, the Buyer's claim is satisfied in accordance with the procedure and within the time limits established by the legislation of the Russian Federation.

5. Cancellation of a Custom Order

5.1. A Custom Order involves making a new item from scratch specifically for a particular Customer in accordance with an agreed Specification. Melenni Ready-Made Products are not altered or personalized after manufacture.
5.2. The Customer may cancel performance of a Custom Order at any time before the result of the work is delivered to the Customer. When calculating the amount to be refunded, the Customer pays the part of the agreed price proportionate to the part of the work actually performed before the Contractor received the cancellation notice, and also reimburses the expenses actually incurred and directly connected with performance of the specific Custom Order, if those expenses are not included in the cost of the completed part of the work.
5.3. When calculating the amount refundable to the Customer upon cancellation of a Custom Order before delivery of the result of the work, the following are taken into account:
•    the part of the price specified in the Specification that is proportionate to the part of the work actually performed before the Contractor received the cancellation notice, including development or adaptation of the item's construction, preparation of the embroidery program, cutting, sewing, embroidery, decoration, work with rhinestones, and other agreed technological operations;
•    the expenses actually incurred and documented, directly connected with performance of the specific Custom Order and not included in the cost of the completed part of the work, including the cost of specially purchased or cut materials, fittings, consumable elements, and work performed by third parties.
The cost of the completed part of the work is determined on the basis of the Specification, estimate or stage-by-stage calculation agreed by the Customer, and the degree of completion of the Order is evidenced by a production record, a record of completed operations, embroidery program files, photographs and video, and other relevant evidence. The same amounts may not be included both in the cost of completed work and in expenses actually incurred.
5.4. To determine the amount of work actually performed and expenses incurred, the Contractor records the date on which the Custom Order is put into production, the technological operations performed, the degree of completion of the result, and the materials used. Only work actually performed and expenses actually incurred before the Contractor receives the Customer's cancellation notice are taken into account. The mere fact that the Custom Order has been put into production does not constitute grounds for retaining a predetermined fixed amount.
5.5. The fact that the finished custom-made item does not meet the Customer's subjective expectations does not in itself constitute a defect if the item complies with the agreed Specification, mandatory requirements, and the information provided to the Customer.
5.6. If the result of a Custom Order has defects, the Customer may assert the claims provided for by the legislation of the Russian Federation.

6. Communications, Claims and Refunds

6.1. An inquiry or claim may be sent to sale@melenni.ru or to the postal address of the Seller/Contractor stated in the Contacts section and in the Melenni Public Offer.
6.2. When submitting a refund request for a Ready-Made Product, the Buyer specifies the Order number or another Order identifier and/or the identification details used when placing the Order. Payment details are provided in the cases prescribed by the legislation of the Russian Federation.
6.3. The Seller/Contractor may request information and documents that are objectively necessary to identify the Order, verify the circumstances of the inquiry, inspect the Product or the result of the work, and satisfy a substantiated claim.
6.4. A response to an inquiry or claim is sent to the Buyer/Customer in written or electronic form. The time limit for satisfying a specific claim is determined by the type of claim and the legislation of the Russian Federation.
6.5. The Parties may seek to resolve a dispute by contacting the Seller/Contractor and exchanging claims and responses. This procedure does not limit the consumer's right to apply to a court and is not mandatory before applying to a court unless a mandatory pre-trial procedure is expressly established by the legislation of the Russian Federation.
6.6. We always strive for open dialogue and are prepared to consider each situation individually, while remaining within the legislation and Melenni brand standards.