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Help/FAQs

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Here you will find our answers to the most frequently asked questions!

  • How can I register in Mellmak online store?

    It is very simple. Just click on the button that says "Login/Register".

    If you are using the computer, it is in the top right corner. In the mobile version, click on the icon to access the menu.


    Then, just follow the following steps:

    1 . Start by entering your email address and click on "Continue shopping".

    2 . Tell us your name and delivery address.

    3 . Create a password that is easy to remember.

    4 . Accept our terms and conditions.

    5 . The confirmation of your account creation is finalized with the sending of an e-mail by Mellmak.


    You can now start shopping at Mellmak and gain access to your customer area!

    It is not mandatory to login or register, you can make your purchase as Unknown and Save your data later.



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

    If you can't remember your password, simply request a new one via a computer connection!


    1 . Go to the "Login/Register" area.

    2 . In the section "Already a registered customer at Mellmak?" click on "Forgot your password?" and enter the e-mail address you used for your registration.


    You will automatically be sent an e-mail with instructions on how to create a new password.

    If you still cannot retrieve your password, please contact our customer service.

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

    You can modify your personal data whenever you wish (name, billing or delivery address, telephone number, etc.).

    When you access the menu “My Account” please select “Personal Information” and change the fields you want, then click "Modify".

    You are reminded to update your personal information in a regular basis in order to make you future purchases easier and simpler.

  • How to delete the account?

    It is important to remember that you can quickly buy the items you like the most, without having to enter your details every time you place an order.


    If you still want to delete your account, go to your “Client Area” in “My Account” and click on “Account Deletion”.


    It is important to know that when you deactivate your account, your order history will be deleted and you will no longer be able to recover it.


    If you have any questions, please contact our Customer Service so that we can help.

  • How should I do to place an order?

    Select the item in the colour and size you want and add it to your shopping basket.

    Please note that you can use the filters for articles, sizes and colours and you can also sort the articles by price ascending or descending.

    Once you have your favourite articles in your shopping basket, click on it to place your order. Don't wait too long, as items in high demand may sell out even though you have them in your basket.

    You can process your order as a registered or non-registered customer. We advise you to register in the Mellmak online shop so you can save the data and simplify the process for your next purchases.

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

    Select a payment method: Visa or Paypal  and fill in the requested information.

    Accept our "Terms and conditions" and click on the option "Pay Safely" to finalize the process.

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

    You will also receive an email confirming your order (check your SPAM box).

    Follow the status of your order through your "Client Area" and, if you have any questions, contact us!

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

    If your order is confirmed, the likelihood of a stockout is low, however, in campaigns with a high volatility of items, such as sales or Black Friday, a stockout may occur. In these cases, you will be notified via email that an item is out of stock and your refund will be processed.

  • What is the shipping cost of my order?

    Deliveries in mainland Portugal - 3,99€ or Free of charge on purchases over 79,99€.


    Deliveries in Madeira and Azores - 3,99€


    Deliveries in Spain Mainland - 3.99€ or Free of charge on purchases over 79.99€


    Deliveries in Europe - The price of delivery will be shown at the time of finalising the order.

  • What are the deadlines for a delivery?

    Once your order has been registered the average delivery time is 3 working days from the date of payment. Once the order is shipped the average delivery time is:

    Portugal mainland - 48h after shipment.

    Madeira and Azores - between 10 and 15 working days.

    Spain (except islands) - between 2 and 5 working days.

    Germany - 2 to 7 working days.

    Austria - between 3 and 9 working days.

    Belgium - 2 - 8 working days

    Denmark - 3 - 9 working days

    France - 2 - 6 working days

    Italy - 2 - 8 working days

    Luxembourg - 2 to 8 working days

    Monaco - 2 to 7 working days

    The Netherlands - between 2 and 8 working days

    Poland - between 2 and 8 working days

    Czech Republic - between 2 and 8 working days

    UK - between 2 and 8 working days.


    We are working to ensure that your order arrives as quickly as possible.

    In exceptional periods of high volume of orders (Promotions, Sales, Black Friday, Christmas), the delivery time of your order may change.

    Please note that deliveries may be subject to stock availability.

    As soon as your order leaves our warehouses, you will be notified by email.




  • How can I track the status of my order?

    Consult the status of your order at any time in the “My Account” section in the “Order History” option.


    In this menu, you can consult all the details of orders made with your account, including those not yet received.

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

    You can select one of the following payment methods:


    VISA/ MASTERCARD
    Payment by Visa requires you to enter valid credit card details. If the information is not valid an error message will appear making it impossible to complete the payment.


    PAYPAL
    To purchase with PayPal, select this payment method and click 'Confirm Payment'. You will then be redirected to the PayPal page to proceed with payment.


    GOOGLE PAY/APPLE PAY
    Payment by Google Pay or Apple Pay is available for IOS and Android devices.

    Simply select this payment method when finalising your purchase and access the app to choose the card you wish to pay with.

    Then simply enter your PIN or authorise the order with Touch or Face ID. You will receive payment confirmation in your e-mail with your order details.


    KLARNA

    The KLARNA payment method allows you to split the payment of your order into three instalments, starting at 50€, without interest.

    To buy with Klarna, select this payment method and click on "Pay Securely". You will then be directed to the App to make the payment, find out more about the Klarna payment method here.


  • How long do I have to return a product?

    It is our aim that you are completely satisfied with your purchase, however, if you wish to return your order you may do so within 15 days of receiving it.

  • What should I do to return a product?

    Exchanges/returns of personal items (for example: underwear and perfumery) are not accepted.

    When making an exchange or return, you must ensure that it falls within the established return conditions.

    To register your return request, you must complete the exchange/return form. For this, you must enter your customer area and, in "Order History", access the order containing the item, indicating whether you want to exchange or return it.

    If you have placed your order as a guest, you should access the link in the e-mail you received informing you of the dispatch of your order, and select the article to be returned or exchanged.

    Filling in the return form is essential for us to speed up the whole return/exchange process.

    Your return must be accompanied by the duplicate invoice.


    Exchanges

    Exchanges are free of charge.

    We inform you that it is only possible to exchange size or colour (of the same reference). In case you want to exchange for another article, you will have to make a return and choose the option "Purchase Order".

    If the size or colour desired is not available, we will refund the value of the article in question.

  • How will I be paid for the returned product?

    If you have chosen to return a voucher, it will be sent to your email upon receipt of the item at our facilities.

    If you have chosen a cash refund, the return will be made by the same method of payment as the order.  This will be done within a maximum of 14 calendar days from receipt of the item at our facilities.

  • Do I have to pay for the return?

    Returns are free, however, please note that shipping costs (if applicable) are not refunded

  • How do I make a purchase with Klarna?

    To shop with Klarna, select this payment method and click on "Pay Securely". You will then be directed to the App to make the payment, find out more about the Klarna payment method here.
    The minimum purchase amount from which you can use this payment method is 50.00€.

  • I want to cancel an order paid with Klarna, how do I do it?

    Send an email to suporte@mellmak.com and indicate the number of your order you wish to cancel, as well as whether you want a refund or a voucher.