Customer Care
The questions Besties ask us most. If yours is not here, we are a message away. Our full returns policy and shipping details have their own pages.
Ordering & paying
How do I pay?
By PayNow or bank transfer. After you place your order you get the payment details on screen and by email. Your order is confirmed once your payment arrives.
How long do I have to pay?
Please pay within 3 days, by the pay-by date shown with your order. Orders still unpaid after that are released, so the pieces go back on sale and the order is cancelled.
What is the QR code at checkout?
It is a PayNow QR with your order's amount and reference already filled in. On a phone, tap Save QR (or take a screenshot), open your banking app and scan it from your photos. The payee shows as ARISTUDIO, which is Melrose Label's registered business name.
Can I pay by card?
Not at the moment. We take PayNow and bank transfer.
How do I check on my order?
Sign in and open Track Orders in your account. If something looks wrong, message us on WhatsApp with your order number.
Delivery
What are the delivery options?
Standard delivery, 3 to 5 days, or Express delivery, 2 days, anywhere in Singapore. The rates, and the order amount above which Standard delivery is free, are on our Shipping page and at checkout.
Is delivery free?
Standard delivery is free once your order, after any discounts, reaches the amount shown on our Shipping page and at checkout. Express delivery is always charged.
Do you deliver outside Singapore?
Our delivery options are for Singapore addresses. Message us on WhatsApp if you are overseas and we will see what we can do.
When will my order be sent?
Delivery starts once your payment is confirmed. Message us on WhatsApp with your order number if you need a date.
Returns & exchanges
Can I return or exchange an item?
Regular-priced items with a defect, or a wrong item, can be returned or exchanged. Email us photos as soon as you can. The full policy, including the time window and the condition items need to be in, is on our Returns page.
What counts as a defect?
Our Returns page lists exactly what counts as a defect. If you are unsure, send us a photo on WhatsApp.
Can I return a sale item?
Sale items are final sale. If a sale item turns out to be faulty, get in touch: your rights under Singapore consumer law still apply. See our Returns page.
Can I exchange for a different size?
Our returns policy covers defects and wrong items. Message us on WhatsApp about a size swap and we will tell you what is possible.
Melrose Society
What is the Melrose Society?
Melrose Label's free loyalty programme, with no annual fee. Members get 5% off full-price items from day one, online and at the booth, earn points on every order and get a birthday voucher every year. You reach Elite at S$300 spent within 12 months for 8% off, and Front Row at S$600 for 10% off, double points and free Standard delivery online. Elite and Front Row see some sales online 24 hours early. Your 12-month cycle begins the day you qualify; if you don't spend your tier's amount again in that cycle, you return to Explorer. Membership never expires.
How do points work?
You earn 1 point per S$1 spent on items after discounts (2 points at Front Row), online and at our booths. 100 points = S$1 off at checkout, with a minimum of 100 points. Points can't pay for delivery and have no cash value. Your points never expire. Purchases on marketplace and consignment platforms, such as TikTok Shop, don't earn points.
Does the member discount work with a promo code?
No, on each order you get whichever saves you more. Other rewards stack: your points, your birthday voucher and your member discount can all be used on the same order, and only one coupon can be used per order. The member discount doesn't apply to items already at a sale price; some codes don't either, and your account says which.
How do I join?
Join free on our Membership page, or scan the QR code on our booth device with your own phone. We need your name and mobile number. The Society is open to anyone aged 13 or over.
Booth
Where is the booth?
We pop up around Singapore. The next dates and place are posted on our Instagram, @melroselabel.sg, before each one.
Can I try things on and buy at the booth?
Yes. Touch the fabric, try the size and take it home the same day.
Does my membership work at the booth?
Yes. Your member discount is applied at the booth, you earn points there too, and our team can apply your points for you.
Still wondering?
Message us and a real person replies. For an order, have your order number ready.