Frequently Asked Questions

At Hamelyn, we want your experience to be as simple and clear as possible. Here you will find answers to the most common questions about orders, shipping, returns, payments, and more. If you cannot find what you need, click the button below and go to “Pre-purchase questions or enquiries”.

Do you have a physical store?

No. At Hamelyn we operate exclusively online. All purchases are made through our web store, available in several countries. We do not have physical stores or pickup points.

Can I request an invoice?

Yes, all purchases include an invoice. You will receive it automatically in the order confirmation email, and you can also download it at any time from the order details: go to your profile → Purchases → find the order → click "Download invoice". If you checked out as a guest: go to tienda.hamelyn.com/contacto → Issues with an order → I purchased as a guest, and enter your order number and the email used for the purchase → Under Issue reason, select “Invoice request”.

Can I change the shipping address?

Before making a purchase, you can add or edit addresses from your user profile in the "My Addresses" section.
If you have already placed the order and it has not shipped yet, we can change the address as long as it is in the same region. Open an incident as soon as possible: if you have an account, go to your profile → Purchases → find the order → click "Open incident", select the reason and add a description. If you checked out as a guest: go to tienda.hamelyn.com/contacto → Issues with an order → I purchased as a guest, and enter your order number and the email used for the purchase.
If the order has already been shipped, contact us and we will try to help depending on the shipping status.

Can I cancel a purchase?

Yes. You can cancel your purchase from your user area as long as the order has not shipped yet. If you need help, go to your profile → Purchases → find the order → click "Open incident", select the reason and add a description. If you checked out as a guest: go to tienda.hamelyn.com/contacto → Issues with an order → I purchased as a guest, and enter your order number and the email used for the purchase.

How do I track my order?

Once your order is shipped, you'll receive an email with the tracking number. The main stages are:

Warehouse preparation
Shipped
In transit
Out for delivery or delivered

If you have any questions, write to us directly and we'll help you check the status.

Did you receive a wrong or damaged product?

If you received an incorrect or damaged product, go to your profile → Purchases → find the order → click "Open incident", select the reason and add a description of the problem. If you checked out as a guest: go to tienda.hamelyn.com/contacto → Issues with an order → I purchased as a guest, and enter your order number and the email used for the purchase, select the reason and add a description of the problem. We will review your case and, if appropriate, send a replacement or process a refund at no additional cost.

How is the refund processed if I return a product?

When we receive the returned product and verify it, we proceed with the refund within a maximum of 7 business days. The refund is made using the same payment method you used for the purchase, unless we agree on another method with you.

How do I request the deletion of my personal data?

You can exercise your right to delete personal data by writing to us. Once the request is processed, your data will be deleted from our systems, although this may affect your access to certain services (order history, billing, etc.).

Haven't received your order confirmation email?

If you made a purchase but, for some reason, have not received the confirmation email, it may have landed in your spam folder or there may have been an error registering your email address. So we can locate it, please contact us through our Contact page: tienda.hamelyn.com/contacto, select the option Issues with an order and then, I purchased as a guest – I don't have the number / I didn't receive the confirmation. Fill in the form with the following details: purchase email, purchase date, first and last name, and delivery postcode. Once submitted, our team will look up your order and get back to you as soon as possible.