FREQUENTLY ASKED QUESTIONS

 

 

My Melvita Profile


Why should I create a Melvita Profile?


Creating a Melvita Profile will enable you to save time when ordering on our website. Your details, as well as your past orders, will be saved into your profile making it quicker for you to re-order. You can also receive our latest news and exclusive special offers, should you wish to do so. To create a new Melvita Profile please click here.


I forgot my password, how can I retrieve it?


Please go to the My Account section and select “My Account Profile” on the left hand side and click on “I forgot my password”. We will then send you an email to remind you of your password.


How will you use my personal information?


Your personal information is kept in our own database and is for internal use only. We will not pass it on to any other third party, it is kept private. This information is needed in order to personalise your Melvita site experience and send you selected special offers through email or post. You also have the right and the ability to modify this information at anytime by logging on to your account.


How do I modify my personal details?


Please go to the My Account section and select “Create / Modify a Profile” on the left hand side menu and follow the instructions.


You can sign-up for our newsletter by clicking on the receive our newsletter button at the top of the page. All we need is your First Name, Last Name and Email Address to send you our latest news


My Orders


What are your delivery services?


UK: We ship our parcels via B2C (UK Standard Delivery) & Chronopost (UK Express). We will provide you with a Tracking Number by email once your order is dispatched.


What are your delivery costs?


UK

You can enjoy FREE Standard Delivery when you spend over £59 on the Melvita UK website. If your order is under £59, we offer 2 delivery options:


Option 1: Standard Delivery costs £3.95 per order. It will arrive from 4 up to 6 working days.


Option 2: Express Delivery costs £5.95 per order. Delivery is within 3 working days.


How can I check the status of my order?


All Melvita registered users have the ability to check the status of their order and if their orders have arrived. To do so, go to My Account and click on My Orders. Once your order has been shipped you will find in this section your B2C or Chronopost Tracking Number, just click on this number and paste it into the track field on the relevant Track & Trace website: http://www.trackyourparcel.eu/ or http://www.chronopost.fr/transport-express/livraison-colis/tracking  Alternatively you can contact our Customer Services Team on 0800 138 7045 (UK) and 015661522 (Ireland)  – Monday to Friday 9.00 am to 5.30pm.


How do I return or exchange an item?


We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied, we are happy to offer a refund or replacement on all goods returned to us with proof of purchase within 28 days of the order reference being generated providing they are sealed and unopened, and in a re-saleable condition. Refunds will be made against the original form of tender. An exchange will be offered in the instance where you have no receipt.

If you have received a damaged parcel or defective goods you will receive a full refund or replacement including the cost of postage and packaging, if returned within 28 days of the date of the invoice (including a copy of the original invoice) to: 


Melvita, Freepost, RSGU-KGXJ-BAJG, 9 Alpine Way, London, Beckton, E6 6LA.


We regret that Supplementation and Honey/Food products will not be exchanged or refunded. This does not affect your statutory rights.


In the unlikely event that you dislike or experience a reaction to one of our products, please call our Customer Services team on 0800 138 7045 or send us an email on ukcustomerservices@melvita.com. We advise that goods are returned to us by RECORDED DELIVERY. Melvita UK cannot be held responsible for returned goods that do not reach our Returns Department.


How can I change or cancel my order?


If you wish to amend your order, please note that we cannot do so due to the promptness of our order processing. In which case you will need to consider a refund or exchange.


However if you wish to cancel your order, please call 0800 138 7045 Monday to Friday (9.00 am to 5.30 pm) or send us a message outside of business hours. Please read our Cancellation Right Policy here


Do you ship overseas?


For all other deliveries outside the UK, please visit our global Melvita website www.melvita.com

Do you ship to the USA?

We’re sorry, we are no longer able ship to the United States due to some changes in our shipping processes. At this time, we do not have a date as to when; or if, we will begin shipping again. However please keep an eye on our international page to be aware of which countries we currently ship to.

Do you ship to P.O. Boxes?

We do not ship to P.O. Boxes. We ship via Royal Mail and via a Courier Service, therefore we need a physical address, and will require a signature on delivery.

Is my payment secure?

Yes, all the information about your order, including online payment by credit card, is protected. The entire transaction takes place on a secure server (DIGICERT) and your credit card number is encrypted. You can buy online safely. 

My Melvita Products


How long can I use a Melvita product for after I have opened it?

All our products display the following small pictogramme: period_after_opening The number on the pot (3M, 6M or 12M) indicates the number of months for which you may use the product after having opened it, according to the usage and storage instructions indicated on the product.


What is the difference between a natural and organic beauty product?

Natural beauty products contain some ingredients of natural origin that are derived from elements found in Nature and not from chemistry. However, there is no set of rules or guidelines stating the minimum percentage of natural ingredients that they must contain.

On the other hand, there are different standards to define what an organic beauty product is. Each label has different sets of rules in terms of the percentage of natural or organic ingredients required, as well as in the percentage of synthetic ingredients allowed. However, not every “claimed to be organic” beauty product existing on the market is controlled by an independent recognised certification body.

At Melvita, we choose to certify our beauty products with the strict standards set by ECOCERT – the largest controlling body in Europe certifying organic cosmetic products.


ECOCERT has produced a list of authorised ingredients and insists on:Ecocert logo

- At least 95% of the total ingredients are from natural origin (water included).
- At least 10% of the total ingredients are from organic farming (water included).
- At least 95% of the total plant-based ingredients are organic.


Are organic beauty products as effective as traditional cosmetics?

Yes, organic beauty products use natural components, mostly from organic farming, that are just as effective as synthetic components. Many Melvita products have been proved to be effective in tests and have won awards in competitions designed for organic, natural and traditional cosmetics. Discover more in our The Science of Organic Beauty section.


I am pregnant, what products can I use?

As a precaution, we advise mothers or mothers to be to avoid using beauty products containing a large quantity of essential oils during pregnancy and breast-feeding. Toiletries products are less concerned by this recommendation as they are rinsed off after use. Generally speaking, Melvita care products contain few essential oils (apart from specific products products for massage, legs or feet).


I am looking for products that are suited to my skin type or skin concerns. Which ones should I choose?

To help you find the best products suited for you, you can refer to the Beauty at Heart section on the website. You will find tips about Optimising your Skin, Organic Cleansing & Toning, Organic Moisturisation as well as Organic Treatments.

What is Melvita's stance on Animal Testing? 

MELVITA does not and never has tested its products (including its active ingredients or raw materials) on animals, during any point in the product development or manufacturing process, neither do its ingredients suppliers. MELVITA has worked for a long time with the French association, One Voice. One Voice requests that no tests are carried out on raw materials and on organics formulas. We were audited by One Voice in November 2012 which confirmed our accreditation. Our accreditation for each of our products is available at:  http://one-voice.fr/label  The absence of animal testing is also a founding criteria of organic cosmetics Association Cosmébio of which Melvita has been active since its creation in 2003.
o One Voice label certifies no animal testing methods on products and ingredients, no ingredient from animal origin (except organic honey, pollen or beeswax) and guarantee Organic origin of ingredients.
o One Voice label is under Ecocert control
o One Voice commitment : To guide the consumer to seek environmentally friendly products, for a more ethical and sustainable consumption
o One Voice encourages the emergence and development of alternative testing methods such as via culture of cells, human tissues and organs, use of micro-organisms, molecular biology and computer simulation.

 

Where can I find the Pro-Sun Self Tanning Cream?
We’re sorry, the Pro-Sun Self Tanning Cream has now been discontinued and is now sold out. Our policy of continuous improvement means that we frequently update our product range. To be the first to hear of any new or future developments, please sign up to our newsletters here:  http://uk.melvita.com/sign-in-my-account,8,1,1121,139538.htm

 

 

*DISCOVER OUR NEW BB CREAM!* Click here
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