Frequently Asked Questions
At Hamelyn, we want your experience to be as simple and clear as possible. Here you'll find answers to the most common questions about orders, shipping, returns, payments, and more. If you can't find what you're looking for, our team will be happy to help you. Open a conversation through the chat located at the bottom right of our website screen.📍 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 can include an invoice. Request an invoice by opening a conversation through the chat located at the bottom right of our website screen, indicating your order number and complete tax information.
🏡 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've already placed the order and it hasn't been shipped yet, we can modify the address as long as it's in the same region. Write to us as soon as possible through the chat.
- If the order has already been shipped, contact us and we'll try to help you depending on the shipping status.
❌ Can I cancel a purchase?
Yes, you can request the cancellation of your order as long as it hasn't been shipped yet. To manage the cancellation, write to us with your order number and the reason for the request.
🔎 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 the "My Orders" section and locate the order in question. Click on our chat and let us know the problem. We'll review your case and, if appropriate, we'll send you 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.).