FAQ

ACCOUNT

How do I create a customer account?

To create a customer account, simply click on "BECOME A SKIN CLUB MEMBER" on the right in the top bar. If you don't have an account yet, click on "Create an Account." Fill in all the fields and click on "Create My Account." Subsequently, you will receive a confirmation email. With your customer account, you will automatically become a member of our Skin Club and enjoy great benefits.

What do I do if I have forgotten my password?

If you forget your password, click 'Forgot Password' on the login page. Enter your email address and select 'Recover Password.' Check your email for a password reset link, click on it, and then set and confirm your new password.

Can I place an order without an account?

Yes, it is possible to order without a customer account.

What happens to my data?

When collecting and processing personal data, we only gather what is essential for the intended purpose. We handle all personal information with the highest level of care and retain it only as long as necessary. Our practices comply fully with GDPR regulations. For more details, please visit our Privacy Policy.

How do I delete my customer account?

If you wish to delete your account, please reach out to our support team via the contact form. We will review your request and determine if any legal obligations require us to retain your data."

PAYMENT

What payment methods do you accept?

We accept payments via credit card, PayPal, and Klarna (available only in the EU store), Google Pay, Apple Pay and Shop Pay. Subscriptions can be paid for exclusively through PayPal. Klarna offers the option to pay later, with no interest or fees (for more details, we recommend contacting Klarna directly).

What can I do if there is an error message during the payment process?

If you encounter an error message, please try the following steps:

Check your account balance online or contact your bank to ensure there are sufficient funds.
Verify that your credit card CVV and billing information are entered correctly.
Confirm that your billing name, address, and phone number match those associated with the credit card used for payment.

If the issue persists, please contact our Customer Care Team at 0800 808 18 28.

How can I redeem a voucher?

Simply enter the discount code in the 'Discount code' field during checkout, before proceeding to payment. Please note that the code is case-sensitive. Click 'Apply' to activate the code

Can discount codes be refunded?

Promotional codes are treated as discounts. Please note that the discounted amount will not be refunded when processing returns or exchanges. Refunds will not include any amounts deducted by promotional codes or discounts.

ORDER

Where can I see the status of my order?

You can check the status of your order online at any time by logging into your account. Alternatively, refer to your order confirmation email, which includes a tracking link to monitor the shipment during delivery.

Which countries do you deliver to?

We currently ship to most European countries and the USA:

Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Kingdom
United States

What are your shipping costs?

Shipping costs are determined by the parcel weight and vary based on the destination country. These costs are calculated and displayed during checkout.

How long does shipping take?

Depending on the destination country, it can take between 2 and 10 workdays to ship our goods:

2-3 Workdays

Austria
Germany
Belgium
Luxumbourg
Croatia
Netherlands
Czech Rep.
Switzerland
Workdays
Denmark
Slovakia
France
Poland

3-5 Workdays

Bulgaria
Lithuania
Finland
Norway
Great Britain
Portugal
Hungary
Romania
Workdays
Italy
Spain
Ireland
Slovenia
Latvia
Sweden

5-8 Workdays

Estonia
Greece

8-10 Workdays

What if my order has been processed and the address is incorrect?

For orders with an inaccurate address, we advise you to regularly review your tracking details through the link given in your shipping confirmation email.

Please note that we cannot be held accountable for modifications to delivery addresses or for addresses that are entered incorrectly during the shipping process.

How can I edit my shipping address?

If you need to update your delivery address, please contact us as soon as possible using our Contact Form or by email. Be sure to include your order number for faster assistance.

Can I cancel my order after placing it?

You have a statutory right of withdrawal: you can withdraw from your purchase contract within fourteen days without giving any reason.

RETURN & REFUND

Can I return the products to you?

Yes, you can return any item within 30 days of your order.
Please ensure that the products are unopened, unused, and returned in their original packaging with all included accessories. To help us process your return smoothly, we ask that the items are not damaged or contaminated.

If you have any questions about your return, would like to check its status, or are experiencing allergies or adverse reactions, please Contact us, so we can assist you promptly.

Is the return process free of charge?

The return of orders over 60€ in Germany and within the EU or $100 in the US are free of charge. However, if you choose a return shipping method other than the standard option we offer, you will be responsible for any additional costs incurred.

What should I do if I received the wrong product?

Please email us within 48 hours of receiving your order so we can assist you promptly. Be sure to include your order number and attach a photo of the incorrect item(s) received.

What if I am not satisfied with your products?

Since we are deeply committed to the potency of our formulations, we genuinely wish for you to love our products just as much as we do. However, should there be an unusual case where our products don't meet your complete satisfaction, we gladly provide you with a full refund when you return the items to us within 45 days of receiving your purchase. Your satisfaction is our top priority!

CONTACT/HELP

What language do you offer assistance in?

We’re always happy to assist you in English or German, with German being the official language of our company.

How can I contact you if I have an issue with my order?

You can reach us via WhatsApp, live chat, contact form, or our hotline. For full details on all contact options, please visit our Contact Page.

What should I do if I receive a defective or damaged product?

If your goods arrived damaged please Contact us within 48h of receiving your order so we can assist you promptly. Please have your order number ready.

Who should I contact for inquiries?

You can reach us via WhatsApp, live chat, contact form, or our hotline. For full details on all contact options, please visit our Contact Page.

Who can I reach out to for product advice

You can reach us via WhatsApp, live chat, contact form, or our hotline. For full details on all contact options, please visit our Contact Page.

I would like to feature your brand and/or products. How do I get in touch?

Please send all press and media inquiries to news@melume-skinscience.com.

WEBSITE

What do I do if I experience problems with the website?

You can reach us via WhatsApp, live chat, contact form, or our hotline. For full details on all contact options, please visit our Contact Page.

How are cookies used on your site?

We use cookies to temporarily collect information about your device. This does not necessarily include any personal information and does not harm your device. Cookies help us enhance the user experience on our website.

You can learn more in our Privacy Policy.
You can change or revoke your cookie settings at any time by accessing the Cookie Settings in the footer of our website.

PRODUCTS

How can I receive my 3 complimentary samples?

With every order, you can choose one free luxury sample and two sample sachets. Simply select your preferred sample options during checkout, and they will be included with your order at no extra charge.

How do I find out which ingredients are included in the products?

All our product pages have a tab with all the ingredients they contain. You can find more detailed information about the ingredients in our Ingredient Library.

Do you test on animals?

We are 100% cruelty-free and would never test our products on animals.

Can I use your products during pregnancy?

Even though our products are dermatologically tested, we can not recommend using products with retinol during pregnancy.

What skin types are your products suitable for?

Our products are designed to provide comfort for all skin types during life's various challenges; we've got you covered. All our products undergo dermatological testing and are formulated with the goal of eliminating the risk of irritation. Cheers to achieving happy and healthy skin!

How do I know when my product will expire?

All of our products maintain a shelf life of two years when sealed. Upon opening, please consult the packaging for specific guidelines indicating the optimal effectiveness duration, typically spanning from 6 to 12 months. Locate the open jar icon on the back of each product for easy reference. Our aim is for our products to accompany you through all seasons.

Where is your company located, and where are your products made?

We are located in Germany and our formulations are also all made in Germany.

AUTO REPLENISHMENT

What are the benefits of opting-in to Auto-Replenishment?

Well, let's begin with the fantastic benefits! By opting for Auto-Replenish, you enjoy a 25% discount on the selected product(s). The items you choose for Auto-Replenish are automatically charged and shipped according to the frequency you specify.

How do I opt-in to Auto-Replenishment for a product?

Just select the product, then check the 'Auto-Replenish & Save 30%' box and click "add to card". You'll then be directed to the check out page.

Can I opt-in to Auto-Replenishment for multiple products within the same order?

You can include as many items as you like in a single order through our Auto-Replenishment program—there's no limit.

Can I opt-in to Auto-Replenishment and make a one-time purchase within the same order?

Certainly! Just choose your Auto-Replenishment product(s) and include them in your cart along with your one-time purchase.

Can I change or cancel my subscription at any time?

When you log in, you can manage, pause or cancel your Auto-Replenishment. Log in here to access your account.
Please remember: You can adjust/cancel your subscription at any time after receiving at least two delivery cycles.

Will I be charged for shipping on my subscription delivery?

Our standard shipping costs apply for orders below €60/$100.

Can I use a promo code with my subscription?

Promo codes cannot be used when placing Auto-Replenishment orders.

Can I return a subscription product?

Yes, our general return policy applies here.

What if I want to cancel my subscription?

Have you changed your mind? Then log in here to access your account and cancel your Auto-Replenishment.
Please remember: You can adjust/cancel your subscription at any time after receiving at least two delivery cycles.

What payment methods do you accept for subscriptions?

You can only pay for your Auto-Replenishment with PayPal.

REWARDS PROGRAM

How do I participate and start earning points?

Getting started is simple! Click the 'JOIN OUR SKINCLUB' button. Once you've registered, you can earn points various ways. Visit the "MEMBERSHIP" section in your user account to begin enjoying the benefits of your accumulated points.

How do I check my points balance?

To check your points balance, click on the "MEMBERSHIP" section within your user account.

How can I earn points?

Here are all the ways to collect points: