Frequently asked questions

Order

Shipping to Great Britain - special offer 🇬🇧

We now offer shipping to Great Britain and accept card payments in pound sterling.

To celebrate the launch, we offer you free delivery and returns for a limited period of time. Please note you need to send the package back with the return label attached to the package, in the absence of it, please contact our customer support. We will not be able to refund the shipping fees if you send the package by your means.

You will be delivered by Evri (Hermes). We will take care of all the formalities related to custom duties so there will be no extra fees.
How do I place an order?

Step by step, you select the item and your size, you add it to your bag, and and in a few quick clicks, you can do the checkout: fill out billing and shipping address and specify payment method.
An order confirmation will be sent to you by email immediately after the payment is completed, and then you will also receive all other important information about the processing and delivery of your order, always by email.

If in the meantime you have any questions or doubts whether you have done everything correctly, you are welcome to write us an email, contact us by phone or use the chat function on our website. During our business hours you will be immediately connected with a customer service representative and advised personally.

You can reach us
- via phone under +33 (0) 805 85 81 09
- by chat directly on the website
- via Whatsapp at +33 7 68 90 89 03
- by email viahello@melvin-hamilton.com
Do I need a customer account?

No, a customer account is not necessary, you can also order as a "guest". However, with a customer account you can benefit from many advantages: for example, your delivery address is already stored, you can easily track the status of your order and shipping and most importantly, as a Melvin & Hamilton customer you will receive many discounts and special surprises in advance!

Under "create account" you enter your personal data and finally click on "create". Filling out the customer form takes two minutes - you are already an official Melvin & Hamilton customer and can enjoy all the associated benefits.
Is there a minimum order value?

No, there is no minimum order value. However, delivery charges apply under certain circumstances.

Payment

What are my payment options?

We offer the following options for secure payment on our website:

Payment via cash on delivery, on account or with a check is not possible.
In what currencies can I pay?

It is possible to pay in euros or pound sterling. You will find a currency switch in the footer of the shop.
What is the VAT included in the displayed price?

As indicated on the product page, the price displayed includes the value added tax (VAT). However, on the product page of our english shop www.melvin-hamilton.com, it refers to the german VAT which is 19%.

Since July 1, 2021, a new European directive concerning the VAT is in force, and its calculation is now adapted according to your country of delivery.

On our English shop, you have the possibility to be delivered to 38 countries in Europe.

However, the price changes according to the VAT rate of the chosen country. 

Once your product is in the basket, you can check the VAT rate according to your country of delivery, as well as the price including VAT before proceeding to the payment. 

By logging into your customer account, the prices displayed will be calculated directly according to the VAT of your registered standard delivery address. 

* If you order from a country which isn't in the European union, you may have to bear customs-related taxes and fees and please note that they aren’t refundable by us. Unfortunately, those taxes don’t depend on us but on the regulations of the country to which you make the delivery. Thank you for your understanding.
I have a gift card / discount code

To complete your order, it is of course also possible to use a gift card or discount code.

For this purpose, there is a specific field that will be displayed before you complete the payment.

It is not possible to cumulate several discount codes.

Shipping

Important information about package tracking!

To improve your shopping experience, we now offer the option to choose a pick-up point with our new delivery partner. However, please note that with this new transporter, tracking updates are not available until the package arrives in the destination country.
Rest assured, your order is on its way as soon as it’s dispatched. You will receive tracking updates once your package has reached the destination country, after which you can monitor its progress more closely.
We appreciate your understanding and are committed to ensuring a smooth and reliable delivery process.
What are the delivery costs?

The delivery costs are indicated to you before the finalisation of your order and depend on your delivery country. It generally is between €9.90 and €12.90.

For the re-launch of shipping to the UK the delivery is free of charge. We also take care of the formalities related to custom duties, so that you don't have to pay it.

Since July 1, 2021, a new European directive concerning VAT has come into force. The calculation is now adapted according to the country in which the delivery is made. The price changes according to the VAT rate of the chosen country. This also applies to the delivery costs, which vary depending on the country of delivery.
What countries does Melvin & Hamilton ship to?

Our English e-shop, melvin-hamilton.com, allows a delivery to these other European countries: Albania, Andorra, Belarus, Bosnia Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Iceland, Ireland, Italy, Lithuania, Liechtenstein, Latvia, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Vatican City, United Kingdom.

On our French e-shop melvin-hamilton.fr, we deliver to the metropolitan France and Belgium. Our German e-shop melvin-hamilton.de allows a shipment to Germany, Switzerland and Austria. Our Polish e-shop melvin-hamilton.pl allows a shipment to Poland, and the delivery to Netherlands is via our e-shop melvin-hamilton.nl

Unfortunately, we do not currently offer delivery to other continents.

If you are not quite sure whether we deliver to your desired destination, just contact us.
How long does it take to get my order?

The delivery takes on average 4 to 5 working days, depending on your country. 

Our warehouse is located in Germany. Deliveries from the warehouse are handled by our transport partner DHL.

This one entrusts your parcel to the local post service.

The shipment of your order is done the same day if the payment is effective before 2pm.

If you place an order on Friday afternoon or during the weekend, your order will be processed on Monday.

You receive all the information about your parcel delivery by email. Don't hesitate to contact our client service to have further details. 
Who is responsible for the delivery of my order?

Our logistics partner is DHL, a company that operates throughout Europe.

This means that on weekdays we have a reliable and well-known partner who will deliver the orders we have carefully packed to all the countries you can choose from on our website. You will be regularly informed by email about the delivery of your order.
My order could not be delivered!

Our logistics partner is DHL, a company that operates throughout Europe.

This means that on weekdays we have a reliable and well-known partner who will deliver the orders we have carefully packed to all the countries you can choose from on our website. You will be regularly informed by email about the delivery of your order.

Return

How do I return my shoes?

If you don't like an item or it doesn't fit, it's easy to return it. All you have to do is to register your return in our returns portal and, if eligible, you will receive a return label or further instructions.

You have 14 days after receiving your order to send it back to us complete and in the original box. All packages have to be sent to the warehouse of the company:

Melvin & Hamilton
c/o Dirks-fulfillment GmbH
Wilhelm-Sinsteden-Straße 5
47533 Kleve
Germany

Do not forget to stamp your deposit documents and to keep it until we proceed to the refund or the exchange of your shoes.

Please make sure that the item is in good condition to be resold.
We reserve the right to inspect your shipment and reject it if necessary.

In our role as an online retailer, we are very aware of our responsibility towards the environment. For this reason, we try to reduce unnecessary shipments and trust our customers on this point. So if you are unsure about the colour or size selection or something similar, we are happy to advise you in detail, so that you get a pair completely to your liking and avoidable returns are absent.
What are the return shipping costs?

Returns costs are free for orders placed to Great Britain, Germany, France, Austria, Netherlands, Belgium, Poland and Switzerland, on the condition that you request a return label via email to our Customer Service. Please note that if you do not ask for a return label and send yourself your package, without informing Customer Service, return charges are on your charge, in accordance with the applicable tariffs of the carrier and are not refundable.

For all other countries, the return costs are on charge of the customer.

The costs depend on the distance between the delivery address and our warehouse in Germany; we invite you to check the costs via the website of the postal service corresponding to your delivery country.