top of page

faq

  • Ready. Set. Go!
    Once you've reached out, whether it's through the enquiry form or email. We'll start by scheduling a discovery call. This call is great as it allows me to take the time to understand your specific needs and preferences, as well as provide insights into my design process and how I can bring your ideas to life. Following the discovery call, you'll be provided with a proposal outlining the timeline, budget and deliverables. Once you've decided to move forward, we can then kick off the onboarding process.
  • Onboarding
    Once the agreement has been signed and the deposit has been paid, you'll receive a questionnaire. Where you will provide as much information as possible. The answers to there questions are important for me as it will help me bring your project to life.
  • Design Process
    Based on the provided info. I'll continue doing my research and putting together a Creative Direction and present you with a proposal and first concepts. Revisions are included with every project to ensure you are truly happy with the final product. Once you're happy with the outcome, I'll put together the final files and package all your deliverables.
  • Offboarding
    Once the final payment has been made, it's Party Time! (That's it! It's that simple!) Depending on the service you've chosen, you’ll receive all of the deliverables promised shared in a Google Drive or WeTransfer.
  • What payment methods do you accept?
    We accept payments from iDEAL, Klarna, Debit, Creditcard, Paypal and Melolelo Giftcards.
  • How to purchase a Giftcard?
    A Melolelo Giftcard can easily be purchased on the Giftcard page. Select the desired amount, enter the recipient's details, set when the the card should be delivered, and pay. After completing checkout, you'll receive an email confirming your purchase. The Giftcard recipient then gets an email with the subject line "You just got a Giftcard from YOUR NAME". Their unique Giftcard code appears in the email. All Melolelo Giftcards expire after 12 months & are non-refundable and cannot be exchanged for cash.
  • How to redeem a Giftcard?
    Got a giftcard? You can redeem it easily; Once you're ready for checkout, you can select the "Redeem a Giftcard option" and enter your unique Giftcard code. If the price of the sale is worth more than the value of the card, you can pay for the remaining cost using our regular payment methods. All our Giftcards have an expiration date of 12 months & are non-refundable and cannot be exchanged for cash.
  • How to redeem a promo / voucher code?
    You can easily redeem a promo/voucher code at your Cart page. Just Click on "Add promo/voucher code and enter your code. Keep in mind that you can only use one promo/voucher code at once.
  • I have problems with the payment, what can I do?"
    Please try an alternative payment method or contact us at info@melolelo.store and we will help you as soon as possible.
  • What should I do if my refund is incorrect?
    Please contact us at info@melolelo.store and we will come back to you as soon as possible.
  • Has my order been shipped yet?
    We usually ship all orders in 3-5 business days, depending of your location. You will automatically receive a shipping notification when your order has been shipped. If you didn't receive a shipping notification after 7 business days? Please send us an email at info@melolelo.store.
  • I gave a wrong (shipping) address to my order, what can I do?"
    Made a mistake during checkout? It's okay, it happens to the best of us. Just send us an email at info@melolelo.store and we will assist you further.
  • I haven’t received any order confirmation / shipping notification?
    If you haven’t received any emails from us, maybe you have most likely mistyped your email address when placing the order. An other option the email we have sent has been caught in the spam-folder by your email provider. Is this not the problem, and you still can’t find your order confirmation/shipping notification, please send an email to us at info@melolelo.store and we will check that we have actually received your order.
  • How to track my package?
    When your order is packed and shipped, you will receive a separate email with the tracking information. In case you have any questions regarding your tracking information, please contact us by email at info@melolelo.store
  • When will I receive my order?
    For The Netherlands, your order will be delivered withing 1-5 days after receiving the Shipping & Tracking information by mail. For Belgium, your order will be delivered within in 2-5 days after receiving the Shipping & Tracking information by mail.
  • I purchased an item on pre-order, when will it arrive?"
    If you have purchased a product from us in pre-order, we will always mention the date / period your item will be shipped on the product page. Did you already expect the product, but it's not there yet? Please contact us at info@melolelo.store
  • My order is delayed, what to do?"
    If your order is delayed you can see the information in the tracking information by mail. If you not sure if everything is right with the shipment, please don’t hesitate to get in touch with us.
  • My order has arrived damaged, what to do?"
    That's a bummer! We gladly would like to solve this unfortunate situation together with you. We'll be just needing some extra information about your damaged order. Please email us the following; - Ordernumber - 1 image of the damaged packaging, with the shipping label visible. - 1 image of the inside of the damaged package - 2 detailed images of the damaged product. You can email us on info@melolelo.store within 3 days of receipt. We will review the information provided by you. Based on what you've provided we will see if a new shipment is required.
  • There's an item missing from my order, what should I do?"
    We will of course solve this for you. Please send an email to us at info@melolelo.store and we will come back to you as soon as possible.
  • How do I return an item?
    Due to the nature of our products we are unable to accept returns unless the products are unopened and fully sealed. The package can be returned by following the return link which you have received when your order was shipped. Please do note that you will be charged for the shipping costs. We also offer store credit at our discretion so should any issue arise please contact us within 14 days after placement of the order. You can email us on info@melolelo.store.
  • Do you do Custom/Personal illustrations & how does it work?
    Yes we do! Visit the Persoonlijke Illustratie Page: ✸ Fill in your options and place your order. ✸ Mail us your photo to info@melolelo.store. Please choose a photo where every person is in the picture. Also make sure that the picture is in high-quality. If you're not sure what kind of picture to choose, we'll help you with that. ✸ We'll help you choose the color paletee, composition and style ✸ Once you've send us your picture we'll get to work for you. You can expect the 1st concept within 7 business days. ✸ You have 2 revision rounds, to give us your feedback. That way we can make sure that you're happy with the end product. ✸ Once you're happy with the illustration, will send you the final product (digital/printed) ✸ For groups larger than 8 people; Please fill in this form and we'll get back to you asap.
  • Can I return a Custom/Personalised item?
    No, once an item has been personalised this makes it non-returnable.
  • I purchased a product and now it's in the sale, can I get a refund?"
    Unfortunately, we are unable to refund the difference between the original price and the sale price.
  • The product I want, is sold out, is it coming back?"
    All our art prints are stocked in limited quantities. If a product is sold out, but still is in high demand a restock will most likely be made available.
bottom of page