Melltoo FAQs

Customer support working hours are

  • Sat to Thurs: 9AM - 12AM (DXB time)
  • Fridays: 9 AM - 9 PM (DXB time)

Please contact us during our working hours so we can handle your request.

Requests sent outside of working hours will NOT be received by the CS team.

  • When a buyer purchases your item and you accept his order, we book the order with the courier, collect from you and deliver to the buyer. The delivery typically takes 5-7 business days from the order placement date.

    Once the order is delivered and accepted by the buyer, the payment amount will be in your cash balance in your Melltoo account.

    You can then withdraw that amount to your bank account, through Western Union or through cardless Mashreq Bank ATM.

  • To post an item for sale, open the Melltoo app, tap the "Sell" button in the bottom right corner and follow the instructions.

  • If you wish to seller more items faster, you may find some useful tips in this article: https://blog.melltoo.com/building-your-reputation-as-a-seller/

  • There are some common reasons why posts don't get approved.

    For a more pleasant feed on Melltoo, please do not post photographs or images that are:

    1. Duplicated items that you've already posted before.
    2. The item is not unboxed in the image.
    3. Poor resolution.
    4. Appear sideways or upside down.
    5. Images copied from websites or search engines.
    6. Multiple items from the same category.
    7. Items are not allowed on Melltoo.

    We'll be looking forward to approving your post once you apply these rules!

  • The commission amount and shipping fees are mentioned when you’re posting an item for sale. For a breakdown of all our pricings please visit this page: https://blog.melltoo.com/how-do-i-calculate-the-price-of-my-item-with-commission-and-delivery/

  • Generally no, unless you’re selling more than 375,000 AED per year: VAT is charged at 5% on the profit you make. For more details please visit this page: https://blog.melltoo.com/how-do-i-calculate-the-price-of-my-item-with-commission-and-delivery/

  • Sellers need to properly pack their orders, especially fragile items. You’ll also need to write the order ID and the item name on the package.

  • Editing or deleting an ad on Melltoo is very simple. Open your profile, go to the Listing, tap on the order and then tap edit (and delete if you wish).

  • If the buyer is not available to receive an order, it will be automatically returned to the seller and the shipping fees will be deducted from the buyer’s balance

  • Once the order is delivered and accepted by the buyer, the payment amount will be in your cash balance in your Melltoo account.

    You can then withdraw that amount to your bank account, through Western Union or through cardless Mashreq Bank ATM.

  • The buyer has three days to decide whether to accept or return the item, once the three days are over the order will be marked as complete and the payment will be in your cash balance.

    You may contact the buyer and ask them to select "Accept" from the order's page if you wish.

  • If you have cash balance you can tap on your balance on the upper right corner in the home page

    You can withdraw that amount to your bank account, through Western Union or through cardless Mashreq Bank ATM. The time-frame of withdrawal is mentioned next to each withdrawal method.

  • Orders are cancelled either upon buyer’s request, seller’s request or if we don’t have the capacity to ship this item. The cancellation reason is mentioned on the order’s page.

  • To find an item you’re looking for, please use the search feature in Melltoo home page.

  • If the seller doesn’t approve your return request, it will be automatically cancelled after 3 days. You can wait for the seller or ask our customer support to cancel the order so you can find another active seller.

  • We typically collect orders within 3-5 business days in absence of delays.

  • We typically deliver orders within 5-7 business days in absence of delays.

  • Our shipping process consists of two parts, pickup and delivery, from different locations and not a specific warehouse. It takes 2-3 days for the pickup and 2-3 days for the delivery which adds up to 5-7 business days.

    However; orders that are fulfilled by Melltoo take just 2-3 days to be delivered since they’re coming directly from our warehouse. Also, orders from or two remote areas may take longer because they’re not covered on a daily basis.

  • Order status is updated in Melltoo app on your order’s page. You will also receive an email notification for every update on your order.

  • Please contact our customer support to cancel your order. If the order is already collected from the seller, 20 AED will be deducted from your cash balance to cover the shipping fees and the item will be returned to the seller.

  • Orders are cancelled either upon buyer’s request, seller’s request or if we don’t have the capacity to ship this item. The cancellation reason is mentioned on the order’s page.

  • Once your order status is updated to delivered, you can choose to accept or return it. Please select “return” and contact our customer support to provide the return reason.

  • Free credit can be used to pay a certain amount of any item’s price.

    The amount is not always fixed and the exact usable amount will be mentioned in the checkout page.

  • A buyer may return an item if he initiates a return (by tapping on the “Return” button in-app) within 3 days of receiving the item.

    The buyer is required to contact customer support to provide the reason for return within 3 days or the return request will be canceled.

    Valid reasons for returns include:

    1. Item received is not the item that was purchased
    2. Item is not as described in the posted ad or does not match the photograph in the ad
    3. Item has significant flaws that greatly affect usability and these flaws were NOT mentioned in the ad

    Invalid reasons for returns include:

    1. Buyer changed his mind
    2. Buyer doesn’t “like” the “color” or some other subjective characteristic of the item that doesn’t impact usability and function
    3. Item doesn’t fit even though the size indicated is accurate
    4. Item doesn't function in a specific manner desired by the buyer, but that is not customary of the product (e.g. an Android phone that cannot download apps from Apple App Store)

    In the event that the reason for return is INVALID, a buyer may still return the item WITH SELLER’S APPROVAL. The buyer will be responsible for the shipping costs (2-ways) of the original transaction and the return transaction. In most cases, the shipping cost in 40 AED, but in cases where the item is large, shipping costs will vary.

  • With Melltoo you can earn up to AED 1000 credit by referring real people to join our app and buy and sell with us.

    In the upper right corner in the home page you'll find your balance, go to your balance and you'll find the referral code there.

    Your friends can use your referral code as a promo code. They'll get 50 AED free credit and you'll get 25 AED free credit.

  • Most common reasons for an account being blocked:

    1. General abuse of community rules (disrespectful behavior, harassment of other members, obscenity)
    2. Fraudulent activity (prohibited transfer of balances between accounts, buying and selling among linked accounts with the purposes of “cashing out” free credit)
    3. General abuse of returns/cancellations (more than 3 combined)
    4. Repeated violation of item post image policy: read more
    5. Credit card fraud (this will be reported to local authorities without prior notice, all relevant account information including names, emails, mobile numbers, and addressed will be shared with local authorities). For more info: https://blog.melltoo.com/why-is-my-account-blocked/

  • Through the Power Seller program, you will be provided with merchandise from our clients that you can sell via Melltoo. You will earn a commission on every sale.

    The power seller program is currently in beta. To participate, sellers should have completed at least 50 transactions on Melltoo (buy/sell) successfully and maintain a rating of 4.0+.

    To learn more or to apply, please follow this link: https://uae.melltoo.com/power-seller/

  • Sellers can now resell their items on our platform for a cause. When they #Resell4aCause, people in-need “win.”

    Profits from your sale are donated to a charity cause of your choice.

    We’ve partnered with charities, such as the UAE Red Crescent and Salma Aid, that are licensed to collect donations in the UAE. We will add new causes along the way in an effort to increase our and your impact on society.

    For more info, please check this article: https://blog.melltoo.com/resell-4-a-cause/