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?

    Select the item in the desired color and size and add it to your shopping cart. You can continue to buy other items or see the basket and finalize your order.

    You can process the order as a registered or unregistered customer. We advise you to register at the Mellmak online store so that you can benefit from all the advantages.

     After entering your details and checking that all the details of the order are correct, proceed to finalize the order.

     Choose the address where you want to receive your order, which may be different from the billing address. Check that the delivery and billing data are correct.

     Select a payment method: Visa or Paypal

     Click the Pay option to complete the process.

     You will be redirected to the order confirmation page with all details.

    You will also receive an email with your order confirmation. Check your spam box.

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

    If your order is confirmed, the likelihood of out of stock is reduced. However, in campaigns with high volatility of articles, such as sales or blackfriday, a stock failure may occur. In this case, you will be notified by email that the article does not exist.

    You will have the option to choose between a Shopping Voucher to use when purchasing another item or to be Refunded in Monetary using the same payment method. You will receive further instructions by email (please check your spam box).

  • How can I track the status of my order?

    Vous devez accéder au menu Mon compte et choisir l'option Commandes. Dans ce menu, vous pouvez consulter tous les détails des commandes passées sur votre compte, y compris celles non encore reçues.

  • What is the shipping cost of my order?

    Deliveries in Continental Portugal- free shipping in purchases of 59.99€ or more. For lower orders we will charge a shipping cost of 4€.

    Deliveries in Madeira and Azores- free shipping in purchases of 59.99€ or more. For lower orders we will charge a shipping cost of 4€.
    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 your order is registered, the respective payment is confirmed and all the ordered parts are available, your order will be sent, according to the following delivery times:

    - Deliveries in mainland Portugal - maximum delivery time of 5 working days.

    - Deliveries to Madeira and Azores - maximum delivery time of 20 working days.

    - Deliveries to Spain (except islands) - maximum delivery time of 5 working days.

    - Deliveries to Germany - maximum delivery time of 7 working days.

    - Deliveries to Poland - maximum delivery time of 8 working days.

    - Deliveries to the Czech Republic - maximum delivery time of 8 working days.

    - Deliveries to France - maximum delivery time of 6 working days.

    - Deliveries to the UK - maximum delivery time of 8 working days.

    - Deliveries to the Netherlands - maximum delivery time of 8 working days.

    - Deliveries to Belgium - maximum delivery time of 8 working days.

    - Deliveries to Austria - maximum delivery time of 9 working days.

    - Deliveries to Luxembourg - maximum delivery time of 8 working days.

    - Deliveries to Denmark - maximum delivery time of 9 working days.

    - Deliveries to Monaco - maximum delivery time of 7 working days.

    - Deliveries to Italy - maximum delivery time of 8 working days.


    These deadlines are for information only. There may be situations where delivery takes longer.

  • How long do I have to return a product?

    After receiving the order, the customer has 15 calendar days to request a return.

  • What should I do to return a product?

    It is our goal that you are completely satisfied with your purchase. If, for any reason, you want to return your order, you can do so within 15 days of receiving it.

    However, when making a return, you must ensure that it falls within the established return conditions.

    You must enter your customer area and access the order containing the item you want to return and indicate whether you want to exchange or return it. If you placed your order as a guest you should access the link sent by email and select the item to return or exchange.

    Filling out the return form is essential to streamline the entire return / exchange process. You can access it in your customer account.

    After this procedure, a return will be scheduled for the date you have scheduled, your return must be accompanied by a duplicate invoice.

  • What do I do if receive an incorrect product?

    If you receive a wrong item, you should contact our Customer Service as soon as possible via email info@mellmak.com.

  • How will I be paid for the returned product?

    If you have chosen to return in a Shopping Voucher, it will be sent to your email upon receipt of the item at our premises.

    If you have chosen to return in Monetary, the refund will be made by the same payment method as the order. This will be done within a maximum period of 4 working days from the receipt of the item at our facilities.

  • Do I have to pay for the return?

    The user will be responsible for the costs of the return, this amount being withdrawn in the amount to be refunded.

    If you choose the return option by Shopping Voucher, the return costs will not be withdrawn.

    Shipping costs (if applicable) are not returned.

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