Yes, you can customize select models of furniture. We offer a variety of customization options, including colors and materials, from our available selection. Please note that customized items are non-refundable. For more details, feel free to contact us at hello@ohmelo.com.

Yes. In North America, Melo Home is currently on display at the showroom of our parent company, Homei Living, in Richmond, BC:

12620 Bridgeport Rd #150, Richmond, BC V6V 1J4 Open Monday – Saturday, 10 AM – 6 PM

Drop by to sit on our sofas, feel the fabrics up close, and see the colours in person before you order. Our team is happy to answer any questions while you're there.

Not in the area? Email us at hello@ohmelo.com and we'll help you choose from home.

To check the status of your order on Melo Home, follow these steps:

1. Log into your account: Visit the Melo Home website and log in to your account using your credentials.
2. Go to "My Orders": Once logged in, navigate to the "My Orders" section, where you can view the details of your recent purchases.
3. Track your order: If your order has been shipped, you should see tracking information, which will allow you to monitor its delivery status.

If you have any issues or cannot locate your order, feel free to contact Melo Home's customer support for assistance.

We serve customers in the US, except for the following regions: Alaska, Hawaii and Puerto Rico. You’ll see your delivery estimate at checkout.

The delivery time for your order from Melo Home depends on your location. Typically, orders are processed within 1-2 business days. Standard shipping within most regions usually takes around 10 business days after the order is processed. Some special order and customized furniture order can take up to 2 months to be delivered.

For more specific shipping times, please check the estimated delivery date during checkout or refer to the shipping policy section on the Melo Home website. If you need further assistance, feel free to contact our customer service team.

If you have not yet heard from Melo Home's delivery company, please ensure that your order has been processed and shipped. You can check your order status by logging into your account on the Melo Home website and going to the "My Orders" section.

If your order has been shipped but you have not received any communication from the delivery company, the tracking details should be available in your order confirmation or shipping notification email.

For further assistance, you can reach out to Melo Home's customer service at hello@ohmelo.com to inquire about the status of your delivery.

If you have received only part of your order from Melo Home, please follow these steps:

1. Check Your Order Status: Log in to your account on the Melo Home website and review the order details to see if some items are still being processed or shipped separately.
2. Contact Customer Service: If your order status indicates that all items should have been delivered, contact Melo Home's customer service team at hello@ohmelo.com right away. Provide your order number and details about the missing items.
3. Follow Instructions: Melo Home's customer service will assist you in tracking the missing items and resolving the issue, whether it's an error or if the items are still on their way.

If your tracked order shows as lost or marked as delivered but you have not received it, please take the following steps:

1. Check Your Delivery Location: Verify that the delivery was not made to a different address or left in an unexpected location (e.g., a porch, side door, or mailbox). Sometimes tracking updates may indicate delivery while the package is still waiting to be picked up at a nearby location.
2. Contact the Delivery Company: Reach out to the delivery company directly to inquire about the package's status. They may be able to provide additional details or investigate the situation further.
3. Contact Melo Home: If you still cannot locate your package, contact Melo Home's customer service at hello@ohmelo.com immediately. Provide us with your order number and tracking information. We will work with the delivery company to resolve the issue.
4. File a Claim: If the package is confirmed as lost, Melo Home will assist you in filing a claim with the carrier or in arranging a replacement or refund according to policies.

Make sure to report the issue as soon as possible to ensure prompt resolution.

Because every order ships by third-party courier rather than by appointment, there's no delivery date to book. You'll see an estimated delivery date at checkout, and once your order ships you can track it from the "My Orders" section of your account.

To change your delivery address, please contact our customer service team at hello@ohmelo.com as soon as possible. If your order has not yet been processed for shipment, we will update the delivery address. However, once the order has been shipped, we may not be able to make changes.

Shipping is free on every order — no minimum and no delivery fee at checkout. Your sofa ships compressed in a few small boxes, so there’s no delivery appointment to book.

We accept a variety of payment methods, including major credit and debit cards. The cards typically accepted are:

• Visa
• Mastercard
• Alipay & WeChat Pay

If your payment has failed on Melo Home, it could be due to one of the following reasons:

• Insufficient Funds: Ensure that your bank account or credit card has sufficient funds or credit available to complete the transaction.
• Incorrect Payment Information: Double-check that the payment details, such as your card number, expiration date, and CVV, are entered correctly.
• Billing Address Mismatch: Ensure that the billing address you entered matches the one associated with your payment method.
• Payment Gateway Issues: Sometimes, technical issues with the payment gateway can cause a failure. Try again after a few minutes or use a different payment method.
• Bank or Card Restrictions: Your bank or card issuer might block the payment for security reasons. Contact them to ensure that there are no restrictions on your card.
• Expired Payment Method: Make sure that your card or payment method is not expired.

At this time, we do not offer financing.

All payments must be completed at the time of purchase. Orders will not be processed or shipped until full payment is received. In the event of a failed payment, we will notify you and provide instructions for resolving the issue. Your order or service may be temporarily suspended until the payment is successfully processed.

No, we can only process refunds to the original payment method used during the purchase. If your card is no longer active, please contact your bank or card provider to ensure the refund is routed correctly.

Refund processing times can vary depending on your payment provider. Typically, it takes 5-10 business days for the refund to reflect in your account. If it takes longer, we recommend contacting your bank or card provider.

Quality comes first. For hygiene reasons we don't accept change-of-mind returns once the box has been opened — but quality is always covered. If there's an issue, message us within 3 days of delivery with photos or a short video and we'll arrange a replacement, repair, or fair compensation. Every sofa is also backed by our 3-year full warranty. Custom orders and discounted purchases are final sale. See our Store Policy and Warranty for full details.

To cancel an order, please contact our customer service team at hello@ohmelo.com as soon as possible. We will be able to cancel the order and issue a full refund if it has not yet been processed.

If you receive a damaged or defective product from Melo Home, please follow these steps to report the issue:

1. Contact Customer Service: Reach out to Melo Home's customer service team as soon as possible. You can do this by email at hello@ohmelo.com.
2. Provide Order Details: Include your order number, a description of the damage or defect, and clear photos of the damaged item(s) to help the team assess the situation quickly.
3. Follow Instructions: Melo Home's customer service will guide you through the return or exchange process, and provide you with the necessary steps to resolve the issue.

If you have received the wrong item from Melo Home, please follow these steps to resolve the issue:

1. Contact Customer Service: Reach out to Melo Home's customer service team immediately. You can contact them via email at hello@ohmelo.com or phone, as listed on the Melo Home website.
2. Provide Order Details: Include your order number, a description of the incorrect item, and any relevant photos to help expedite the process.
3. Follow Instructions: Melo Home's customer service will guide you through the process of returning the incorrect item and arranging for the correct item to be sent to you.