These terms of use, including any amendments to these terms of use and Grendene policies (consisting of the privacy policy, cookies policy and any other policies made available on this Website) (collectively the "Terms") govern your use of the Grendene website (www.shopmelissa.uk) (the "Website").  If you do not agree with these Terms you should not continue to use or access the Website.

Additional terms, forming part of these Terms, may apply in respect of certain Grendene services or subscription-only areas of the Website.  Please note that in such circumstances, the additional terms, these terms and conditions and the Grendene policies will govern your use of the Website and all references to the Terms will relate to all such documents.

Grendene reserve the right to modify, suspend, amend or withdraw the whole or any part of this cookie policy at any time and for any reason without notice and without incurring any liability.  You are recommended to review this cookie policy each and every time you access the Website.

Your privacy is important to us, please review our privacy policy for details of what information we collect and how we use and protect your information.


Grendene UK Limited ("Grendene") is a luxury clothing accessories brand, specialising in designer footwear trading under the brand Melissa.  Grendene, with an address of 43 King Street, London, WC2E 8JY, is a subsidiary of Grendene SA a company incorporated in Brazil.  The Website is owned, operated and provided by Grendene and/or one of its affiliates or subsidiaries.

The Website publishes information about the business and various products, and publishes adverts, links and content supplied by Grendene and products available for purchase from the e-store, subject to these Terms for general interest.


The Website and products available for purchase are only shipped to addresses within the UK and unless expressly stated otherwise, the content of this Website is directed at persons accessing the Website from the UK.  Should you access the Website from outside the UK, you do so at your own risk and are solely responsible for ensuring compliance with the applicable laws in your jurisdiction.

Use of the Website whether for information or to purchase products is only available to persons who are capable of forming legally binding contracts under applicable law. For the avoidance of doubt, products are not available for purchase by minors. You represent and warrant that you are over 18 years of age and capable of forming legally binding contracts.

The Website is provided free of charge and Grendene makes no guarantee that use of it will be uninterrupted or error free. Grendene may, from time to time, provide links to third party operated websites from the Website.  Those links are only provided for your convenience, Grendene has no control over such websites, the content contained therein and will have no liability in respect of those websites.  Whilst we encourage third parties to offer good quality products and services, we have no control over them and do not endorse the products or services they offer.  We recommend that you review the terms and conditions of all third party websites prior to accessing and reviewing the information contained therein and it is your responsibility to satisfy yourself that the products or services offered by third parties are suitable for your needs. Grendene does not accept any liability in this respect.  You are not permitted to establish a link to the Website from any other website, intranet or extranet site without Grendene's prior approval.

Grendene does not give any assurances that the materials provided or available to you on or through the Website are suitable for your requirements or that they will be secure, error or virus-free and Grendene will have no liability in respect of those materials.

You must not misuse the Website or knowingly introduce viruses, Trojans, worms, logic bombs or other materials which are malicious or technologically harmful.

Grendene does not give any assurances that the information or product pictures and displays are correct at the time of their publication although Grendene will take reasonable steps to display a reasonable likeness of the products made available for purchase.

You are responsible for making any relevant searches, enquiries and investigations in relation to any product. Although Grendene takes all reasonable steps to ensure that the information provided on the Website about the business, services and products is accurate, commercial and legal practice is constantly developing and as such, occasionally the information provided on the Website or in any email correspondence or any other such offering may be out of date. Any information presented on the Website or provided by Grendene to you is subject to correction by Grendene at any time and without liability. If any such information is followed or acted upon you do so entirely at your own risk and Grendene will under no circumstances be held liable.


The Website, materials and any software on it, or provided to you through it, are protected by copyright, trade mark and other intellectual property rights and laws throughout the world and are owned by or licensed to Grendene and/or its affiliates or subsidiaries.  

You are permitted to view the Website and materials online, in soft copy or hard copy for your personal use and for informational purposes only.  You may not use the Website or any materials for commercial purposes without obtaining a licence from Grendene to do so.

You are not permitted to alter, modify or remove any content made available through the Website or change or delete any copyright, trade mark or other proprietary notices.


Subscription registration is available to all Grendene Website users.  If you choose to subscribe on the Website (becoming a "Subscribed Member") additional information and services may become available to you.  

You may use the Website as either a Subscribed Member or visitor or purchase products as a Subscribed Members.  Please review our privacy policy, detailing the security standards adopted by Grendene with regards to your personally identifiable information and further information on how, when and why your personally identifiable information is used by Grendene.

By registering an account you agree to provide true, accurate and complete personally identifiable information about yourself and where appropriate maintain and update your personal information.  Grendene is not under any obligation to accept a request for registration and reserves the right to suspend or terminate your access to the Website and/or Subscription restricted services at any time and for any reason.

To complete registration you must provide Grendene with a password and email address along with additional details and/or personally identifiable information.  You are not permitted to transfer or share your registration details with third parties and you are responsible for maintaining the security and confidentiality of your registration details and for ensuring that they are not used by any other person.  You will be held personally responsible for any and all activities conducted through your account and agree to immediately notify Grendene of any unauthorised use of your account or any other breach of security that you become aware of.


Grendene recommends that you print and keep a copy of these Terms for your records when placing an order.

All prices on the Website are presented in pounds sterling (including VAT unless expressly stated otherwise).  Despite Grendene's best efforts, some products may be incorrectly priced on the Website. We may rectify any such errors as soon as we become aware of them.  If a product is incorrectly priced, we will either contact you for instructions prior to dispatching the item or reject your order and notify you of such rejection.

It is your responsibility to check that your order is accurate before submitting it to us.  On receipt of an order from you, Grendene will confirm receipt of the order by email.  Your order is an offer to purchase an item and this offer will not be binding on Grendene until, the earlier of, Grendene sending you an email to confirm that the products have been dispatched or you receiving the relevant products.  Grendene will inform you as soon as reasonably possible if your offer has not been accepted.

Grendene reserves the right to reject any order and to change the specification of products to ensure conformance with any applicable standards or European Union requirements.  

If for any reason at the time of dispatch any of the items in your order are not available, we will refund the appropriate amounts directly to you via the payment method adopted.


By providing your card details, you confirm that you are authorised to use the card and authorise us or our payment service provider to take payment, in full, for the items in your order (including delivery charges) and any other charges that may become due to us under these Terms. All credit/debit cards are subject to validation checks and authorisation by the card issuer.  If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery or be obliged to inform you of the reason for the refusal.

Fraudulent use of credit/debit cards will be reported to the relevant authorities and any enquiries relating to the fraudulent or potentially fraudulent use of credit/debit cards should be directed to: ShopMelissa.UK, 43 King Street, London, United Kingdom, WC3E 8JY.

For further information on our use of your personally identifiable information and the security measures adopted to protect your information please see our privacy policy.


Postage and packing costs will be added to the cost of your order unless otherwise indicated at the time you place an order.  These additional costs will be displayed on the screen prior to you placing an order and will be dependent on your delivery selection, the order value, and any prevailing promotional activity.  Where multiple items are included in one order, we may dispatch the items separately.

All products will be posted to the address provided by you in the UK. You acknowledge and accept that Grendene has no control over the postal system and has no liability in respect of items that are not received by you after we have dispatched them.

Delivery timescales are estimates only. If you have not received your order within 14 days of us confirming your order, please notify us.  Your cooperation will be required in order to seek a speedy resolution.

Checking Packages on receipt

You are responsible for checking the content of each delivery upon receipt. You should not open any products that appear to have been tampered with or dispatched in error; failure to abide by this warning could seriously damage your health.

If you believe that any items have been sent to you in error, you should contact us immediately.

Risk and Ownership

Except in relation to damaged, faulty or incorrectly delivered products, once delivered, the products will become your responsibility and Grendene accepts no liability for their loss, damage or destruction after delivery.

Ownership of the Products will only pass to you on the later of delivery of the products and Grendene receiving full payment of sums due for the products (including delivery charges).


In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are not happy with your order, you have 14 days after receipt of the products to cancel your order and return the unwanted products to us.

You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty (see below).  Other than in respect of items that are damaged or faulty, please make sure that the products you are returning are returned new, unworn, with all tags attached and in the original packaging, for the avoidance of doubt any times that have been worn purely to determine whether they will fit will not be classified as "worn".  Any returns that do not satisfy these requirements will not be accepted and will be returned to you, Grendene reserves the right to refuse a return due to damage or for hygiene reasons.  

If you wish to return a product please submit a "new request" through our online customer support system, found at (shopmelissauk.zendesk.com); selecting "Return" in the subject line, alternatively, you may contact us by e-mail or phone via our customer service contact details. On receipt of your request, Customer Services will contact you directly to assist you with the returns procedure and provide you with the returns label to attach to the packaging.  Please include your order number, contact information and the reason for the return in all correspondence with the Grendene customer care team.  Alternatively, Customer care can be reached by telephone in accordance with the information and details provided below.  

Your refund will be processed once we have received and validated your returned items and will be made using the payment gateway (e.g. PayPal) and/or to the card that you originally used for the payment.  After cancelling your order and returning any unwanted products, we will notify you by email (within a reasonable timeframe) of your refund and will reimburse you all sums debited by us (including the cost of delivery (where all products in an order have been returned as faulty, damaged or incorrect) but excluding any supplementary costs arising as a result of the type of delivery you have selected).

Grendene is entitled to make a deduction from the refund to reflect any loss in value of the products, where this loss has resulted from any unnecessary handling by you. Your refund will be processed as soon as possible, and in any event, the earlier of: (i) 14 days from when the products are received by us; (ii) 14 days from when you provide us with evidence that you have returned the products; and (iii) where no products have been dispatched, 14 days from when you cancel your order.

Damaged, Faulty and Incorrect Products

If any products we have delivered to you are damaged, faulty or incorrect on receipt or develop a manufacturing fault within 6 months of receipt we will either offer you an exchange free of charge or refund the price you paid for it together with any postage charges you paid for delivery.

If you believe any of the items you have ordered to be damaged, faulty or incorrectly delivered please contact our Customer Services team who will advise you how to return the items.


If you have any questions or queries, please feel free to contact our Customer care team either by e-mail: contact@shopmelissa.uk or by telephone: 0800 048 1722 during standard operating hours (Monday-Friday 10:30am-7:30pm). All 0800 calls are free of charge and any other calls are charged at prevailing rates from a BT landline and your mobile operator's normal charges will apply to calls from mobiles. When contacting our Customer Care team by e-mail please note that they aim to respond to you within 3 business days of receipt of your e-mail.

Our Customer Care team may, on occasion, be based outside the UK. Please review our privacy policy for details of Grendene's use of your personally identifiable information and the security measures adopted with regards to your information.


Grendene does not provide any warranty in relation to the quality or fitness for purpose of the information on the Website or products ordered or endorse the reliability, accuracy or completeness of any material published on the Website.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that are caused by events outside of our control. Grendene accepts no liability for any loss that is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil is limited to the price paid by you for that order.

These Terms do not exclude or limit in any way our liability for death or personal injury caused by our negligence or any other liability that cannot under English law be excluded.

Nothing in these Terms affects your statutory legal rights.


Grendene will only process information about you in accordance with our privacy policy.  We may on occasion be required to provide you with information; where appropriate and necessary, you agree to being contacted by e-mail or provided with information by posting notices on our website.


If you have a complaint about this Website or any of our services please contact us by one of the following methods:

Telephone: 0800 048 1722 during standard operating hours (Monday-Friday 10:30am-7:30pm).

All 0800 calls are free of charge and any other calls are charged at prevailing rates from a BT landline and your mobile operator's normal charges will apply to calls from mobiles.

E-mail: contact@shopmelissa.uk

Mail: Grendene e-Commerce , ShopMelissa.UK, 43 King Street, London, United Kingdom, WC2E 8JY.


In the event that you do not comply with your obligations in these Terms, any person affected by your actions may bring a claim against you and/or Grendene, in which case we may pursue a claim against you for any losses and costs (including legal costs):

  • that Grendene may suffer; and/or
  • that Grendene is required to pay to any third party,

as a result of your actions.

If any of these Terms are declared invalid, unlawful or unenforceable, then that provision shall be deleted from these Terms and the remaining provisions shall remain in full force and effect.

Failure by us to enforce a right will not result in waiver of such right.

You may not assign or transfer your rights under these Terms.

Nothing in these Terms and Conditions is intended to nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999.


These Terms are subject to the laws of England and Wales and each of you and Grendene hereby submits to the exclusive jurisdiction of the courts of England.

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