FAQ

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.

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.

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

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.

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.

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).

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.

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.

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.

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.

We currently ship to most European countries:

• 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

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

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

2-3 Workdays

• Austria
• Germany
• Belgium
• Luxembourg
• Croatia
• Netherlands
• Czech Rep.
• Switzerland
• Denmark
• Slovakia
• France
• Poland

3-5 Workdays

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

5-8 Workdays

• Estonia
• Greece

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.

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.

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

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.

The return of orders over 60€ within the EU and €100 outside of EU 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.

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.

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!

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

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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

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!

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.

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

Well, let's begin with the fantastic benefits! By opting for Auto-Replenish, you enjoy a 20% discount on the selected product(s). The items you choose for Auto-Replenish are automatically charged and shipped according to the frequency you specify.

Just select the product, then check the 'Auto-Replenish & Save 20%' box and click "add to cart". You'll then be directed to the checkout page.

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

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

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.

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

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

Yes, our general return policy applies here.

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.

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

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.

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

Here are all the ways to collect points:

• Make a purchase — You receive 5 points per euro spent.
• Create a customer account — Receive 200 points
• Like us on Facebook — Receive 50 points
• Follow us on Facebook — Get 100 points
• Follow us on Instagram — Get 100 points
• Follow us on TikTok — Get 100 points

This is how much discount you get for your points:

• 1000 points — 10 Euro discount
• 1500 points — 15 Euro discount
• 2000 points — 20 Euro discount
• 3000 points — 30 Euro discount
• 4000 points — 40 Euro discount
• 5000 points — 50 Euro discount

You should receive points in your account instantly once you complete a transaction.