Shipping Policy
FAST SHIPPING IN EUROPE
Netherlands: order before 22:00, delivered the next day.
Europe: 3–7 days shipping
Shipping information
We ship to most countries with DHL, as we have had very positive experiences with their reliable service.
Netherlands 
- Free shipping on orders over €70
Shipping costs: €4.95 (for orders under €70) - Estimated delivery: Order before 22:00, delivered the next day.
Other European countries
- Free shipping on orders over €100
- Shipping costs: €7.95 (for orders under €100)
- Estimated delivery: 3–5 business days
Cyprus, Bulgaria, Croatia, Malta
- Free shipping on orders over €125
- Shipping costs: €15 (for orders under €125)
- Estimated delivery: 2–3 business days
Secure payment methods
We offer a range of secure payment methods, including:
- Credit cards/debit cards: Visa, Mastercard, American Express, Maestro
- iDEAL
- Bancontact
We know you want to receive your beautiful goods as soon as possible. We process and ship all orders six days a week, Monday through Saturday, excluding public holidays.
Orders placed over the weekend are processed on Monday. You won’t have to wait long to receive the goods you selected.
DELIVERY ADDRESS
Once you place an order, you will receive a confirmation email. Please check your inbox for more information. The email will list the products you purchased, the total amount of your order, and your billing and delivery address.
Please select your items carefully and make sure your delivery details are correct. If anything is incorrect, email us immediately at info@melayacacao.com with the subject line “Change” or “Cancellation”, and we will do our utmost to accommodate your request. If you have completed the entire checkout process and confirmed your order, we may no longer be able to cancel it. This is because our system immediately forwards your order to our fulfilment partner. We do not accept liability for incorrect address details or any potential loss of the parcel resulting from incorrect order information. If your order has already been processed, please wait until the item is delivered and keep it unopened so that we can provide you with a return label.
TRACK YOUR ORDER
All orders come with a tracking number, which will be emailed to you once your order has been shipped. Please also check your spam folder. If you have not received it, contact us at info@melayacacao.com if you have not received a tracking number for your order. The shipping confirmation includes your order tracking number..
DELIVERY TIMES
If the items are in stock and not on pre-order, all orders are processed and shipped by the next business day. Once we have processed your order within 1–2 business days, it will be delivered the next day in the Netherlands or within 3–5 business days in Europe, depending on the country. Please note that we cannot guarantee the delivery time, as it depends on the respective courier service. In the unlikely event that your order takes longer than the standard delivery times, you can send an email to info@melayacacao.com. We will then assist you further.
If you have ordered two or more items from us, please note that they may be processed and shipped separately and may arrive at different times.
Please note that international packages may require additional time for delivery due to customs rules and procedures. The customer is responsible for all duties and taxes incurred during shipping, when required by your country to import the consumer goods you have ordered. This may be requested by the courier to release the package. The costs vary worldwide, so unfortunately we cannot provide this information in advance. As a customer, please research these charges beforehand to avoid any surprises when your package goes through customs.
NON-DELIVERY OR RETURN OF PRODUCTS
If you are not at home when the package arrives, the courier will leave a notice explaining how to reschedule the delivery or where you can pick up your order.
We are not responsible for incorrect address details or any potential loss of packages.
We do not reimburse costs for items that are not collected or delivered. If a package is marked as undeliverable, it is the customer’s responsibility to contact the responsible courier. We do not refund the processing costs for lost, unclaimed, or undelivered items. If a package is returned as undeliverable or unclaimed, it is the customer’s responsibility to contact the postal carrier.
If you refuse to pay customs duties upon arrival in the destination country, the goods will be destroyed or returned to the sender at the customer’s expense, and no refunds will be issued. Please check local customs regulations before placing an order.
Melaya Cacao is not responsible for packages reported as stolen, lost, or undelivered and is not obliged to refund or credit these packages. We sincerely hope that your package is delivered safely and handled with care, but we are not responsible for issues with couriers or local customs. Please send an email to info@melayacacao.com and we will assist you in investigating your case.
ORDER DELAYED OR LOST
Although the shipping provider indicates that delivery can take 1–5 business days, there are occasions when they are unable to deliver within this timeframe. If this happens, your tracking number may be updated to inform you of a “delayed” delivery date.
If your item has still not been delivered within 10 business days, please contact us and we can help you initiate an investigation with the shipping provider.
*Please note: Once we hand your Melaya Cacao order over to the shipping department, your package is in the hands of a third-party provider. We completely understand that delays can be frustrating, but once your order is with the courier, any issues must be investigated by the shipping provider. Rest assured, we will always do our best to resolve the problem for you as quickly as possible.
CANCELLATION
If you change your mind, you can contact us after placing an order via info@melayacacao.com to submit a cancellation request. Your request will be processed, and only if the order has not yet been shipped can we cancel it and refund your payment. We cannot cancel your order once it has been shipped. If your order has already been fulfilledyour items must be returned to us once they arrive (read more in Returns and Refunds).