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FREQUENTLY ASKED QUESTIONS
How can I contact Meltazo Customer Service?
Our customer service team is still available to assist you during and after your orders. You can contact our customer service via Live Chat, fill in our Contact Form, or send an e-mail to: [email protected]. To reach us via phone, WhatsApp +31(6) 87 64 77 22 – Available Monday to Friday, 09:30 – 17:30, and Saturday & Sunday is closed.
Can you give me more information about a specific product?
Definitely! Get in touch with us via live chat, mail, or contact form when you want more information about a product. We are happy to help you!
The product I want is out of stock. When it be restocked?
We’re sorry that the product that you are interested in is out of stock. Sometimes, depending on the seasons, products are restocked. On the Meltazo website, you can subscribe yourself to get notified when your item is back in stock. Just send us an email, so we can check this for you.
My purchased product is damaged. What should I do?
We’re sorry that the product that you purchased is damaged. You can contact us via live chat, mail, or contact form and we’ll provide you with a solution as soon as possible. Please do not send the damaged product back to us without contacting us first. You will need the authorization to ship back a damaged product.
How can I use my purchased product?
All products on our website come with a user manual which is written in various languages and a QR code for video that shows how the actual product looks like. We strongly recommend you always read the user manual instructions for the product. If you have additional questions or you want further advice, please get in touch with us via Live Chat, Email, or Contact Form.
Why I didn’t receive an order confirmation?
It can take up few hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox. If the payment has been processed and you haven’t received a confirmation email after a few hours, please get in touch with us via Live Chat, Email, or Contact Form.
Is it still possible to modify or cancel my order which I’ve just placed?
In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged, and shipped. Therefore, once your order has been paid and processed, it is no longer possible to change the order. Once your order is picked, it’s no longer possible to cancel or change the order.
If you want to exchange it for another product, you can return it to our address at your expense by contacting us before you return it and we will let you know if it’s possible to exchange it for another product that has the same price. If there is a price difference, then you have to pay the difference amount between these products.
If you do not want your purchased product anymore, then, you can return it to our address at your expense. Once the return has been reached to our address, we will inspect the quality control of the product. If the returned product meets the quality standards, we will process your return and your purchase amount will be refunded. Please do not return a purchased product without contacting us in order to authorize it. Please read more about it on our terms & conditions.
I made a mistake with my shipping address. What can I do?
Everybody makes mistakes! When you accidentally filled in the wrong shipping address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed due to the process of making a solution for you.
In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. Once your order is processed, unfortunately, it is no longer possible to make adjustments to the wrong shipping address.
What is the current status of my order?
Right after you’ve placed an order, you will receive a confirmation email from Meltazo. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional email with the tracking information. You can use this information to track the shipment of your order until it is delivered.
I am expecting a parcel but it has not been delivered. What happened?
We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking number link you’ve received via email. It might be possible that the estimated delivery time has changed due to technical or environmental issues, or that you accidentally filled in the wrong shipping address.
Is the delivery address correct and is the estimated delivery time unchanged?
Then please check your email to see if you received a note from your shipping courier company. The package may have been delivered to your neighbors’ or your delivery window may have been rescheduled. In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via Live Chat, Email, or Contact Form. We will look into the whereabouts of your parcel to ensure a quick delivery.
What is the delivery time of my order?
The delivery times might occasionally be affected due to the high volume of traffic and sales during some periods.
Deliveries within the Netherlands and Belgium:
All orders placed before 15:00 on working days will be delivered within the next 3 to 6 working days. We provide standard shipping to your preferred address or you can pick up your order at a local PostNL, DPD, or DHL pick-up point whenever suits you best. Please be advised you will need to show an ID document when picking up your order
Deliveries within Germany and France:
All orders placed before 15:30 on working days will be delivered within the next 5 to 9 working days.
Deliveries within the European Union:
From 7 to 10 working days.
Where do you ship your products?
We currently ship within 10 European Member States, but not United Kingdom now.
What are the shipping costs?
You can see the shipping cost of your order when you are at the checking-out page by selecting your preferred shipping courier company and its cost. In addition to that, orders over €9.99 are shipped free of charge to the Netherlands only. All orders over €149.99 or £149.99 are currently shipped free of charge to the ten (10) EU countries and the United Kingdom respectively (We don’t ship to UK now).
Do I have to pay customs or import duties?
We currently ship within European Union countries only and there are no customs or import duties.
What is your returns policy?
Meltazo has an excellent level of quality control to ensure that all products meet the highest quality standards. However, we understand that in some cases, products may not meet the consumers’ quality expectations. If you are not satisfied with your purchase, please get in touch with us within two days of receiving your purchase.
The Meltazo returns policy is very straightforward; all products come with a money-back guarantee as long as products are unused and returned to Meltazo within 14 days of receiving your purchase.
Only products received by Meltazo within 14 days of receipt of your purchase can be refunded or replaced. If the product shows signs of wear or has been used or altered from its original condition in any way, Meltazo will refuse the returned product.
If you wish to return your order, please give us your order number and information which can be clearly visible on the packaging list (Pakbon) of the order via Live Chat, Email, or contact form, and note that the return cost is at your own expense.
Upon receiving a return within 14 days of receiving your purchase, the fault will be evaluated and Meltazo will verify whether the returned product meets the conditions of the return policies. If the product is opened, Meltazo will apply strict quality control to estimate usage. The product along with all related documents must be returned and the label and container must be fully affixed. If the products don’t meet the quality control standards, Meltazo will refuse the return and the products will be sent back to the customer. If the returned product satisfies the quality control, Meltazo will proceed with the applicable refund.
Please note that if you return the product in its original state that you had received it in, with complete accessories and stickers and security tags still attached, you can only return and be refunded.
The full money-back guarantee is only provided for the purchased products from the Meltazo website. If the refund is authorized by Meltazo, it will be refunded to the credit/debit card used for the transaction within a maximum of 30 days. Please read more about it in our terms and conditions.
How many days do I have to return an order?
You have 14 days to return your order after receiving it. Orders must be returned unused with complete accessories and in the original packaging still attached.
How can I return an order?
You have 14 days to return your order after receiving it. Orders must be returned unused with complete accessories and in the original packaging still attached.
Fill in the return form and add it to the parcel. If you don’t have a return form, you can download a blank one HERE. Then attach the return sticker to the box. Please be aware that the sticker is not a prepaid return label. You will have to pay for the return costs.
The order is ready to be returned. Please go to your preferred postal service point and ship the box to/or any other given address in your country:
MELTAZO
Oude-Ijselstraat 40-2
1078CP Amsterdam
The Netherlands
After shipping your return, you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment. To ensure the arrival of your return, we strongly recommend sending the parcel by registered mail. If the return is not shipped using registered mail, Meltazo cannot be held liable for missing items. Once we have received your return, we will do our best to process it quickly.
Can I return my order to the Meltazo physical store?
At this moment, Meltazo is a registered trademark and an online store registered at the Netherlands chamber of commerce (KvK) and has no physical store, therefore, it’s not possible to return orders to the Meltazo physical store, but we have local representatives in various countries in the EU and the United Kingdom.
My return arrived at your address more than 14 days ago, but I did not receive any updates. What should I do?
We are very sorry that you have not yet received any updates concerning your return. Could you please get in touch with us via live chat, email, or contact form? Please keep your order number and tracking code ready, so we can help you quickly.
When can I expect my refund?
We will refund your return as soon as possible, and maximally within 30 days after receiving your return. We always refund your money to the bank account, or credit card account that was used to place the order.
What are the costs to return a product?
The costs of a return differ based on the shipping courier company and country that you ship it from. Please check with your local post office for the current pricing.
We strongly recommend that every product should be returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing products. Even though the return is shipped using registered mail, we cannot be held liable for missing or lost products during the shipment period. Also, hold on to the tracking code of your return until your return is processed.
Please note that return shipping costs are at your own expense.
I paid for my order with a gift card or coupon, but I want to return it. How does that work?
You can return your order following the regular returns’ procedure. Instead of a money refund, we will add the purchase amount of your return to your gift card. After this is processed, you can place a new order with your gift card. But if you purchased your order with a coupon code, you will get the amount you paid as a refund after deducting the coupon code amount.
Is it possible to exchange products?
We currently don’t exchange products. If you would like to return your product for another product, you can follow our regular return process and order a new item.
What is VAT?
VAT is Value Added Tax, which is the tax paid on top of the value from the sale of products or services.
All customers pay VAT on their purchases. If you purchase from within the EU, some products’ prices are VAT included and some others are not VAT included in the price of our products. You can only know if the order price is VAT included or excluded when you are at the check-out page of the Meltazo website.
Where can I find my invoices?
Your invoice is always included in the order confirmation email. You can also find the invoice in your Meltazo account “orders” section. If you can’t find the invoice, don’t hesitate to contact us so we can send a new copy to you.
What are the advantages of having an account at Meltazo?
Having a Meltazo account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place. You will also get the best deals, coupons, and promotions directly in your mailbox.
How do I create an account?
Click “Login/Register” on the top right of the Meltazo website. In order to register, all fields with a star need to be filled in.
How can I delete my account?
We can delete your account whenever you want. Send us an email to: [email protected] and we’ll delete your account.
