1. General & Account

What is Mela?

Mela is Hong Kong’s premier digital pantry for authentic South Asian groceries. We specialize in the "heavy essentials"—like Atta, Rice, Oil, and Dals—and deliver them directly to your kitchen, so you don’t have to do the heavy lifting.

Do you have a physical store?

We are a digital-first platform. By operating without an expensive retail storefront, we are able to pass those savings directly to you through wholesale-level pricing and doorstep delivery.

How do I create an account?

Simply log in to our website www.shop.mela.global and sign up with your phone number or email. Once registered, you can save your address and "favorite" your usual items for one-tap reordering.

2. Ordering

How do I place an order?

You can shop on our website at shop.mela.global or download the Mela App from the App Store or Google Play. Both platforms offer a seamless, high-speed shopping experience.

Is there a minimum order value?

We do not have any minimum order value.

Can I order via WhatsApp

We do not accept orders via WhatsApp to ensure your data and payments remain secure. However, our WhatsApp Concierge is always available to help you navigate the website or app.

3. Shipping & Delivery

Where does Mela deliver? We deliver to almost every corner of Hong Kong, including:

• Hong Kong Island (Central, Mid-Levels, Southern)
• Kowloon & New Territories
• Remote Areas: We are proud to serve Tung Chung, and Lohas Park. (Note: Some remote areas may have specific delivery days or a small surcharge).

Do you deliver to my door?

Absolutely. Our "Heavy Lifting" promise means our riders deliver your 10kg Atta bags and 5L oil tins directly to your apartment door—no matter the floor or the hill.

When will my order arrive?

Order will be delivered according to the scheduled delivery days.

4. Quality & Safety

How do you guarantee quality?

Every brand (Aashirvaad, Shan, MDH, etc.) is sourced from authorized wholesalers and stored in climate-controlled facilities.

Are the brands authentic?

Absolutely. We only stock genuine brands like Aashirvaad, Shan, MDH, Maggi, and Everest, sourced directly from authorized wholesalers.

What if an item is out of stock?

Our website & app shows real-time inventory. If an item sells out after you’ve ordered, we will contact you to offer a substitute or a full refund for that item.

5. Payments & Refunds

What payment methods do you accept? We accept all major Hong Kong payment methods for your convenience:

• Visa / Mastercard / Amex
• PayMe
• FPS
• Apple Pay / Google Pay

What is your refund policy?

Your satisfaction is our priority. If an item arrives damaged or does not meet our freshness standards, please take a photo and contact our Support within 24 hours. We will issue an immediate store credit or refund.

Can I cancel my order?

You can cancel your order up to 24 hours before your scheduled delivery window for a full refund.

6. Support

How do I contact Mela?

The fastest way to reach us by chatting with our support concierge on our website/app. We are available from 9:00 AM to 6:00 PM daily to help with your orders, product requests, or delivery updates.