FAQ

If you would like to return an item, please contact our customer service team by email first (click here). If we do not receive notification from you, a refund cannot be guaranteed. Return shipping costs incurred by the customer are non-refundable.

Returns address:

MELINAVA
Wittevrouwen 21
1358 CD Almere
Nederland

Please do not send anything back to us without first arranging it with a member of our customer service team (please click here). Once we have received your return, we will refund the amount paid within 14 days.

If the product is damaged, we will be happy to send you a replacement. Please contact our customer service team and send us photos of the packaging and the products inside. If the packaging is visibly damaged on arrival, please refuse delivery and contact us immediately. Please note that complaints about damaged goods must be made within 14 days of delivery in order to be processed.

Once your return has been received and inspected, our customer service team will contact you to let you know that we have received it. We will also inform you whether your refund has been approved or rejected. If it is approved, your refund will be processed and the amount credited to your card or original payment method within a few days.

If you have not yet received your refund, first check your bank account again. Then contact your credit card company, as it may take some time before your refund shows on your statement. Next, contact your bank. There is often some processing time before refunds are credited. If you have done all of this and still have not received your refund, please get in touch with our customer service team.

We do not accept returns of, or give refunds for, free gifts or promotional items.

Once your order has been received, the order confirmation, including your order number, is sent automatically to the email address you provided at checkout. If you cannot find the email, please also check your spam/junk folder. If you have not received an order confirmation from us, your order probably did not go through. In this case, please contact our customer service team.

Unfortunately, it is not possible to change (or add) items once an order has been placed. In this case, please contact our customer service team immediately so that the order can be cancelled before it is shipped. You are then welcome to place a new order in our shop.

If you cannot find your Klarna invoice, check your spam/junk folder for an email from Klarna. Klarna normally sends the invoice automatically as soon as the order is confirmed. If you have accidentally deleted the invoice or have any questions about it, please contact Klarna directly. The easiest way is to log in to your Klarna account, where you can view your invoice: Klarna

As soon as your order has been handed over to the carrier, you will receive an automatic shipping confirmation by email. If you cannot find this email, please also check your spam/junk folder. (If you pay in advance, orders are only passed to our warehouse for processing once payment has been received. This usually happens within 2 working days of the bank transfer.)

Orders are usually delivered within 2 to 4 working days (within Germany). Delivery may take longer at busy times of year and during promotions. Please also note that there are no deliveries on Sundays and public holidays.

If tracking shows that your parcel has been delivered but you have not received it, we recommend first contacting anyone who might have taken it in for you. In most cases the order turns up after a short while. If not, please contact our customer service team.

Please wait 2 to 3 days; DHL will usually make another delivery attempt.

In this case, the parcel could not be delivered and has been returned to us. The most common cause is an incorrect address. Please contact our customer service team and give us your address again so we can check it.