Customer Service Policy | melinl – The World’s Most Premium Headwear

At melinl, we believe exceptional customer service is as important as the quality of our Hydro Hat Collection and premium headwear. Our team is dedicated to ensuring your experience—from browsing to post-purchase—is seamless, helpful, and personalized. Here’s how we commit to serving you:

Our Promise to You

We strive to make every interaction with melinl positive. Whether you have questions about sizing, need help with an order, or want to share feedback, we promise to:

  • Be responsive: We’ll get back to you quickly and keep communication clear.
  • Be knowledgeable: Our team is trained to answer questions about our products, policies, and processes.
  • Be solution-oriented: We’ll work with you to resolve issues and find the best outcome.
  • Be respectful: We value your time and feedback, and we’ll treat you with courtesy.

How to Reach Us

We offer one primary channel for support to ensure consistency and efficiency:

  • Email: [email protected]
    This is our preferred method, as it allows us to track your inquiry and provide detailed, documented responses.

Response Times

We aim to reply to all messages within:

  • 1–2 business days for general inquiries (e.g., product questions, sizing help).
  • 24 hours for urgent matters (e.g., missing orders, damaged items)—just note “Urgent” in your subject line.

Business days are Monday–Friday, excluding major holidays.

What We Can Help With

Our team is ready to assist with:

  • Product details: Information about materials, care, sizing, and features of our Hydro Hat Collection and other headwear.
  • Order support: Tracking packages, updating addresses (before shipment), modifying orders (if possible), and checking order status.
  • Returns & exchanges: Guiding you through our refund process, initiating returns, and arranging exchanges.
  • Account help: Assisting with login issues, updating account information, or managing preferences.
  • Feedback & suggestions: Listening to your thoughts about our products or service to help us improve.

How to Get the Fastest Help

To ensure we assist you as quickly as possible:

  • Include your order number (if your inquiry is about a purchase).
  • Be specific about your question or issue (e.g., “I need help with order #12345—it hasn’t arrived”).
  • Attach photos if relevant (e.g., for damaged items or sizing concerns).

Follow-Up & Escalation

If you’re not satisfied with our initial response, or if your issue isn’t resolved, reply to our email and ask to escalate your inquiry. A senior team member will review your case and follow up within 1 business day.

Continuous Improvement

We regularly review customer feedback to enhance our service. Your thoughts help us refine how we assist, communicate, and support our community of adventure seekers.

Thank you for choosing melinl. We’re proud to be part of your water adventures—and committed to making your experience with us as premium as our headwear.

— The melinl Team