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, our team will be happy to help. Contact us by WhatsApp.

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 it by WhatsApp, including 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 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. Contact us as soon as possible by WhatsApp.
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 cancel your purchase from your user area as long as the order has not shipped yet. If you need help, contact us by WhatsApp with your order number.

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 “My orders” and find the relevant order. Contact us by WhatsApp and tell us what happened. 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.).