FREQUENTLY ASKED QUESTIONS, SHIPPING & CARE.

All shipments depart from our atelier in Aveiro via Registered Tracked CTT Express with a tracking code sent by email on the day of dispatch.

* During holiday seasons or new Artoy collection drops, preparation time may take an additional 1 to 3 business days due to individual hand-numbering and signing of each certificate.

We hold an unconditional Heartfelt Guarantee policy. If any print arrives creased, packaging gets soaked, or a sculpture suffers a hairline fracture during transit, you are completely protected.

Simply send a photo of the damaged parcel and item to info@meloartx.com within 48 hours of delivery. We will immediately ship a brand-new replacement piece at zero additional cost to you.

Yes, this is one of our founding promises. We replaced all plastic bubble wrap with cushioned honeycomb paper and use water-activated kraft paper tape coated with cornstarch adhesive.

In addition, all thank-you notes and adoption certificates are printed on handmade cotton paper embedded with wildflower and cantaloupe seeds from Aveiro. When you receive them, simply plant the paper in moist soil and watch living flowers sprout!

We never mass-produce. Every Melo Pet is designed from 3D digital sculptures in our studio and brought into the physical world layer by layer on precision 3D printers using eco-friendly Bio-PLA plant filament (biodegradable and sustainable).

We do not use toxic resins or harsh chemical solvents. Each piece is meticulously cleaned, wet-sanded by hand to a velvety peach-fuzz touch, and individually hand-painted with pure pigments, watercolors, and acrylics in our Aveiro atelier, in strictly limited editions of 25 or 50 pieces hand-numbered on the base.

Yes! We open quarterly commission slots for our Melo Avatar Commissions. We translate your personality, physical features, or your cat, dog, or favorite creature into an inhabitant of the botanical Melo universe.

The commission includes:

• High-resolution character sheet with 4 emotional expressions;
• Physical sticker sheet with 12 custom die-cut vinyl stickers shipped to your door;
• Scalable vector file and social-media-ready avatar portrait.

To reserve a slot, get in touch through our briefing form.

To ensure your pieces maintain their original radiance and archival colors for decades:

We deliver a comprehensive technical package tailored to your printer or publishing house's exact specifications:

• Offset / Commercial Printing: TIFF or PDF/X-1a files at 300 DPI in CMYK, with embedded ICC color profiles (ISO Coated v2 or Fogra39), crop marks, and 3mm to 5mm bleeds;
• Special Finishing Plates: Separate 100% K vector layers for spot UV varnish, gold/silver hot foil stamping, and debossing/embossing;
• Web & Digital Media: sRGB color space versions (lossless transparent PNG and optimized lightweight JPEG at 150 DPI);
• Brand Identities: Fully scalable vector source files (Adobe Illustrator .AI and clean native SVG).

The average timeline for a book cover or complex illustration ranges between 3 to 5 weeks. Complete illustrated books or full brand identity projects typically require 6 to 10 weeks.

All commissions include two full revision rounds during the conceptual sketching stage (where we fine-tune composition, perspective, and narrative elements) and one fine-tuning round during the final coloring phase.

All orders and commissioned services are accompanied by an official Portuguese tax receipt/invoice issued through billing software certified by the Portuguese Tax Authority (AT).

Accepted payment methods:

• MB WAY (instant for Portuguese mobile numbers);
• Direct Bank Transfer (SEPA / IBAN) (with confirmation slip);
• Credit / Debit Card (Visa, Mastercard, Maestro, Stripe EU).

For bespoke authorial commissions, payment is structured as a 50% initial retainer upon booking (to lock calendar dates) and 50% upon final sign-off prior to high-resolution asset handover.

For standard catalog items (stickers, art prints, non-personalized notebooks, and enamel pins), you hold the legal right of withdrawal within 14 calendar days of parcel receipt, provided items are returned in their original packaging and pristine condition.

For custom-made pieces or bespoke author commissions (e.g., Melo Avatars, custom-glazed sculptures, or original requested paintings), retainers are non-refundable once the sketching stage is approved by the client, in accordance with Article 17 of Portuguese Decree-Law no. 24/2014 (exemptions from right of withdrawal for customized goods).