You have a question ?

We have the answer.

Order

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 via hello@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 "Sign Up" you enter your personal data and finally click on "Create an account". Filling out the customer form takes two minutes - you are already an official Melvin & Hamilton customer and 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:

- Credit Card

- PayPal

- Klarna (3 interest-free payments or payment after 30 days)

Payment via cash on delivery, on account or with a check is not possible.

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.

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 put 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. 

For Switzerland, since it is an export, no VAT is charged. However, customs fees are charged to the customer. 

Shipping

What are the delivery costs?

The delivery costs are indicated to you before the finalization of your order and depends on your delivery country. It generally is 12,90 €.


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, Italy, Lithuania, Liechtenstein, Latvia, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Norway, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Vatican City.


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 call or write us an email (+33 (0) 805 85 81 09 or hello@melvin-hamilton.com).

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!

If you are not present at the time of delivery, you will either be informed about another delivery attempt or the possibility to pick up the package at a post office, or the package will be left with a neighbor or similar.

If delivery cannot take place, the package will be sent back to our warehouse. We will then contact you to organize a new shipment.

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.

You have 14 days after receiving your order to send it back to us complete and in the original box.

You can then send us the return of your order. 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.


The costs of the return are for your charge. We do not carry the costs of a return for every country; please contact our customer service to know if it belongs to the countries for which we reimburse the return charges.


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 color 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 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 return label and send yourself your package, without informing the Customer Service, return charges are on your charge, in accordance with the applicable tarifs of the carrier and are not refundable.

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


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.

What if I go on vacation and the model received won't fit?

Don't panic! We are extending the return period for you during summer! Just let us know that you will be returning your order after the usual 14 days.

Please try on your shoes carefully to avoid leaving any traces of use.