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 on "Forgot Password" in the login details. Enter your email address and click on "Recover Password." Once you receive the subsequent email, go to "Reset Your Password." Then, you can enter and confirm your new password.

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

In the collection and processing of personal data, we limit the collected information to the amount necessary for the purpose. Personal data is handled with the utmost care and is retained no longer than necessary. In dealing with personal data, we adhere to the laws set out in the GDPR.
More information can be found here (Link: https://www.melume-skinscience.com/de/pages/privacy-police).

If you wish to remove your account, please contact our support through the contact form: https://www.melume-skinscience.com/de/pages/contact-form
We will assess whether legal requirements may demand further retention of your data.

We accept credit card payment, PayPal, Klarna (only in the EU store). You can only pay for your subscription with PayPal.
With Klarna you can pay later - without interest or fees.
For more information, we recommend that you contact Klarna directly.

If you get an error message, please try the following:

• Contact your bank to make sure there are sufficient funds in your account.
• Make sure you have entered your credit card CVV and billing information correctly
• Check that your billing name, address and phone number match those of the credit card you used to pay.

If the problem persists, please call our Customer Care Team on 0800 808 18 28.

Simply enter the discount code in the "Discount code" field when checking out - before paying. Please note that the code is case-sensitive. Then click on "Apply" and the code will be activated.

Promotional codes are treated as discounts. The discounted amount will not be reimbursed upon processing your return or exchange. Refunds will not include the application of promotional codes or discounts.

You can view the status online at any time. To do this, log in to your account. Or check your order confirmation email. There you will receive a tracking link to track the shipment during delivery.

We currently supply most European countries and the USA:

• Andorra
• Belgium
• Bulgaria
• Bulgaria
• Denmark
• Germany
• Estonia
• Finland
• France
• Greece
• Ireland
• Croatia
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Monaco
• Netherlands
• Norway
• Austria
• Poland
• Portugal
• Romania
• San Marino San Marino
• Sweden
• Switzerland
• Slovakia
• Slovenia
• Spain
• Czech Republic
• Hungary
• United States
• United Kingdom

Depending on the destination country, it takes between 2 and 10 days to ship our goods:

• Germany 2 business days
• Belgium 2 business days
• Netherlands 2 business days
• Luxembourg 2-3 business days
• Denmark 2-3 business days
• Czech Republic 2-3 business days
• France 3 business days
• Monaco 3-4 business days
• Austria 2 business days
• Poland 2-3 business days
• Liechtenstein 2-3 business days
• Switzerland 2 business days
• Andorra 4-7 business days
• Sweden 3 business days
• Italy 3 business days
• Spain 4-5 business days
• San Marino 5-8 business days
• Slovakia 3 business days
• Slovenia 3 business days
• Hungary 3 business days
• Great Britain 2-3 business days
• Finland 4 business days
• Greece 6-8 business days
• Ireland 3-4 business days
• Portugal 4-5 business days
• Croatia 2-3 business days
• Estonia 4-6 business days
• Latvia 3-5 business days
• Lithuania 4-5 business days
• Bulgaria 4-5 business days
• Romania 3-4 business days
• Norway 4-5 business days
• USA 8-10 business days

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'd like to modify your order, please reach out to us promptly through our Contact Form or send an email, including your order number.

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

Yes, you can. Any item can be returned 30 days after ordering. However, please avoid damaging or contaminating the goods. The goods must be returned to us unopened and in their original packaging with all accessories. If you have any questions about your return, please contact us on 0800 808 18 28 so that we can check the status of your return. In the event of allergies or other reactions, please also contact us on 0800 808 18 28.

Usually, there are no costs for the return. If you send us the goods by a method other than the standard delivery offered by us, you are obliged to bear the resulting additional costs.

Kindly email us within 48 hours of receiving your order so that we can assist you with this matter. Include your order number and attach a photo of the incorrect item(s) you 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 are always happy to assist you in English and also in German as this is the official language of our company.

You can contact us via What's App, chat, contact form or our hotline. You can find all information about the contact options here (LINK: https://www.melume-skinscience.com/de/pages/contact).

If your goods arrive damaged, please contact us within 48 hours of receiving your order on 0800 808 18 28. Please have your order number ready.

You can contact us via What's App, chat, contact form or our hotline. You can find all information about the contact options here (LINK: https://www.melume-skinscience.com/de/pages/contact).

You can contact us via What's App, chat, contact form or our hotline. You can find all information about the contact options here (LINK: https://www.melume-skinscience.com/de/pages/contact).

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

You can contact us via What's App, chat, contact form or our hotline. You can find all information about the contact options here (LINK: https://www.melume-skinscience.com/de/pages/contact).

We use cookies to temporarily collect information about your device. This means that we do not necessarily receive information about you personally. This does not harm your device. We use cookies to optimize our user-friendliness.
You can find out more about this here (link: https://www.melume-skinscience.com/de/pages/privacy-police). You can change and revoke your cookie settings at any time. To do this, see your cookie settings in the footer of the website.

With every order you have the opportunity to select 2 luxury samples free of charge. After you have selected 2 samples, they will be added to your shopping cart.

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 (LINK: https://www.melume-skinscience.com/de/pages/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 30% 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 30%' box and click "add to card". You'll then be directed to the check out 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.

Yes, you can change or pause your subscription at any time. We understand that flexibility is important, and we strive to make managing your subscription as easy as possible. Simply log in to your account and navigate to the subscription settings to make any changes. You can cancel your subscription at any time after receiving at least two delivery cycles.

Your subscribed products will be delivered via free standard shipping.

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

Yes, our general return policy applies here.

If you wish to cancel your subscription, you can do so after receiving at least two delivery cycles. To cancel your subscription, log in to your account, go to the subscription settings, and follow the instructions for cancellation. If you need any assistance, our customer support team is always here to help.

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 view your point balance, click on the "MEMBERSHIP" section within your user account.

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