Help/FAQs

Welcome to Mellmak Helping Centre!

  • How can I register in Mellmak online store?

    In order to register in Mellmak online store you only have to enter in the area “Begin Session”, always available throughout our website.
    Fill in your email address in section “You´re not a registered customer?”, indicating that you intend to register in.
    Then, fill in all the requested information so that you can benefit from being a Mellmak registered customer.

  • How can recover my password in case I forget it?

    If you cannot remember your password you can always recover it in the “Begin Session Menu”.
    Please go to the “Registered Customer” Section and click on the “Do you need any help?” question.
    On the next page, insert your email address and the password will automatically be sent to you via email.
    In case you are not able to recover your password by following this procedure please contact our Customer Support Service.

  • How can I update the information given at the time of registration?

    You may always update your personal information (name, billing address or delivery address, phone number, etc).
    When you access the menu “My Account” please select “Personal Information” and update the information.
    You are reminded to update your personal information in a regular basis in order to make you future purchases easier and simpler.

  • How should I do to place an order?

    Please select the products in the desired colour and size and add them to your shopping basket. You may then continue to purchase other products or view the shopping basket and finalize your order.
    You may place an order as a registered or non-registered customer. We advise you to register as a customer in Mellmak online store so that you can benefit from all our advantages and benefits.
    After inserting your personal information and checking thoroughly all the order details you may finalize your order.
    Choose the address to where you want to be sent the order which may be different from the billing address. Check carefully the delivery and billing information.
    Select a method to be used for your payment: Visa, PayPal, Payshop or ATM/Cashpoint (this will only be available for orders with deliveries in Portugal) and fill in all the requested information.
    Click on the “Payment” option to finalize the operation.
    You will then be redirected to the “Order Confirmation” page to check all the information.
    You will also receive an email confirming your order.

  • What if I order a nonexistent/unavailable product in your stock?

    Once your order is confirmed the probability of not having the product in stock is very limited. 
    However in some campaigns with a high rotation of products we may run out of a certain product. If this should happen you will be sent an email and a text message informing about the unavailability of the product(s).
    You will then be offered the option to choose a new product to substitute the one you had previously ordered or you will be entitled to a refund. In case you choose to be refunded for the full amount of the unavailable product you should indicate your NIB/IBAN number via our email address info@mellmak.com.

  • Can I track my order?

    Yes, you can always track your order. You only have to access the menu “My Account”, choose the “Orders” option, where you may view all the details concerning the orders placed through your account.

  • What is the shipping cost of my order?

    Deliveries in Continental Portugal- free shipping in purchases of 39.95€ or more. For lower orders we will charge a shipping cost of 4€.

    Deliveries in Madeira and Azores- free shipping in purchases of 100€ or more. For lower orders we will charge a shipping cost of 6€.
    Deliveries in Spain (except Islands)- free shipping in purchases of 70€ or more. For lower orders we will charge a shipping cost of 5€.
    Deliveries in Europe- The delivery cost will be shown at the moment of finalizing your operation.

  • What are the deadlines for a delivery?

    After placing your order, confirming the payment and once there is availability of all the products your order will be dispatched according to the following deadlines:
    Deliveries in Continental Portugal- maximum delivery time of 5 working days.
    Deliveries in Madeira and Azores- maximum delivery time of 15 working days.
    Deliveries in Spain (except Islands)- maximum delivery time of 5 working days.

  • Which Payment Methods can I use on your online store?

    At the moment we have available the following payment methods are available: Visa, PayPal, Payshop and ATM/Cashpoint.
    Payments by ATM/Cashpoint are only available for deliveries in Portugal. We don´t have the option Paid Upon Delivery available.

  • How long do I have to return a product?

    The deadline for any return is 15 days after the day you received your order.

  • What should I do to return a product?

    Our mission is your total satisfaction with your purchase. If, by any reason, you want to return a product you may do so within 15 days after the day you received your order. However, when you return a product you must guarantee that it follows all the agreed return conditions.
    You must enter your “Client Area” and access to the order that contains the item you wish to return and indicate your previous operation. If you ordered as a guest you must enter the link sent to your email address and select the product to be returned.
    After this operation we will set a date for the return. You should always include your invoice duplicate with the returned product.

  • What do I do if receive an incorrect product?

    In case you receive a product you didn´t order you should contact us through our Customer Support Service via email address info@mellmak.com.
    After checking the situation Mellmak will set a date for a shipping free return at the same delivery address.

  • How will I be paid for the returned product?

    Please indicate how you would like to be refunded, either by a Mellmak voucher which may be used in your following order (you will be sent a code after receiving your return) or through a bank transfer (in this case please indicate your NIB/IBAN number).

  • Do I have to pay for the return?

    Exception made to the faulty items or incorrect product shipping, the user will be responsible for the return costs. The costs will be deducted from the refund.

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