Question 1

Will I receive a confirmation email when I place my order?

Accepted Answer

Yes, once you place an order with us, you will receive a confirmation email shortly after. This email will include details about your order, including the products you have purchased, the total cost, and the expected delivery date. We understand the importance of receiving a confirmation email, which is why we take great care in ensuring that our emails are delivered promptly and securely to your inbox.

To ensure that your confirmation email is delivered to your inbox, please add info@meltedbyjustina.com (mailto:info@meltedbyjustina.com)to your contacts. If you do not see the confirmation email in your inbox, please check your Junk/Spam folder. If you still do not see the confirmation email, please do not hesitate to contact us, and we will be happy to assist you in any way we can.

At Melted By Justina, we strive to provide the best possible customer service, and we understand that prompt communication and follow-up are key to achieving that goal. If you have any questions or concerns about your order, please do not hesitate to reach out to us. We are always here to help and ensure that your experience with us is a positive one.

Question 2

When can I track my order?

Accepted Answer

We understand the importance of being able to track your order, and we're happy to provide you with the necessary information to do so.
Once your order has been hand poured and is ready to ship, you will receive an email with a tracking number. This email will provide you with all of the information you need to track your order, including the expected delivery date and any updates on the status of your shipment.

In addition to the tracking number email, you can also log in to your Melted By Justina account to track the status of your order. Simply navigate to the "Orders" section of your account, and you will be able to view the status of your order and any updates on the shipment.
At Melted By Justina, we strive to provide the best possible customer service, and we understand that being able to track your order is an important part of that experience. If you have any questions or concerns about your order or the tracking process, please do not hesitate to reach out to us. We're always here to help and ensure that your experience with us is a positive one.

Question 3

Returns

Accepted Answer

We understand that sometimes returns are necessary, and we're here to help make that process as smooth as possible for you. However, please note that we do not accept returns on items that have been opened or used. Additionally, final sale items cannot be returned.
Unused and unopened products may be returned within 14 days of receipt for a full refund less the original shipping cost. As a small business, we are unable to cover the cost of return shipping. Customers are responsible for any return shipping costs. To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging. You will also need your order number.
Please note that we cannot accept returns for products bought from our retail partners. If you purchased our products from a retail partner, please reach out to them directly for a return.
Once we receive the returned item(s), we will credit your original method of payment excluding non-refundable shipping costs as quickly as possible. Please note that, at times, refunds may take 2-3 weeks to process and show on your statement due to processing time.
At Melted By Justina, we want you to be completely satisfied with your purchase. If you have any questions or concerns about our return policy, please don't hesitate to reach out to us. We're here to help!

Question 4

What should I do if I receive an incorrect / faulty / damaged item?

Accepted Answer

We're sorry to hear that you may have received an incorrect, damaged, or faulty item from Melted By Justina. We take pride in our quality control process, but sometimes errors can occur during transportation or manufacturing. If this happens, please contact us within 7 days of receiving your order so we can assess if your item is eligible for a refund or replacement.
To help us quickly and efficiently process your request, please include the following information in your email:
 • Your name
 • Order number
 • Product name and code (found on your order confirmation email)
 • Picture(s) of the damage, fault, or incorrect item(s)
We will always do our best to ensure the highest quality possible for our products, and we appreciate your understanding and cooperation in this process.

Question 5

Can I make changes to the shipping address?

Accepted Answer

We understand that sometimes things change and you may need to update your shipping address. As soon as you place your order, we begin the hand pouring process which takes about 3-5 business days. If you need to make changes to your shipping address, please contact us as soon as possible. If the shipping label has not been created, we will do our best to accommodate the change. However, please note that once the label has been created, we are unable to make any changes to the shipping address. It is important to double check all shipping information before placing your order to avoid any delays or misdeliveries.

Question 6

Where can I find your Privacy Policy?

Accepted Answer

Click Here (meltedbyjustina.com/privacy-policy)to review our Privacy Policy

Melted By Justina

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