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Jahnstraße 71, 40215, Düsseldorf, Germany
4.1
16 reviews
Replied to 50% of negative reviews
Typically replies within 48 hours
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Exceptional quality product, supportive customer service, fast delivery.
Transparency, effort to deliver highest quality end product on affordable price.
Generosity on reducing prices after product has became in high demand!!!
Very much inspired, thank you Melume Skinscience team!
I am very disappointed with my experience ordering from Meluma Skin.
I paid €257 for creams, but when the package arrived in the UK I was asked to pay an additional £52 in customs charges through Royal Mail. This significantly increased the total cost of my order and this possibility was not clearly communicated before purchase.
What is even more frustrating is that the full value of the order was written on the outside of the parcel. Because of this, the package was automatically processed for import VAT. Companies shipping internationally should understand how customs works and properly inform their customers about potential charges.
If you sell to customers in the UK, you should either handle taxes at checkout or clearly warn buyers about possible import fees. The lack of transparency made this a very frustrating shopping experience.
I want to update my previous review of Melumé Skinscience.
While I was initially frustrated about unexpected customs charges when my order arrived in the UK, I have to say their customer service completely changed my experience. They responded quickly, took full responsibility, and offered to refund the customs fee, which I truly appreciate.
Most importantly, the products themselves are absolutely amazing. The quality is excellent, and you can really feel the difference—they exceeded my expectations.
My only suggestion would be to make potential import charges clearer for international customers at checkout. Aside from that, this is a brand that genuinely cares about its customers and stands behind both its products and service.
Reply from Melume Skinscience
Hi Katya,
that should usually not be the case. We will internally see what the problem was. Our customer service will contact you about the 52. Please rest assured that you should not paying that.
Sorry for the inconvenience. We will immediately resolve that matter.
Best regards,
your Melumé Skinscience Team
Great products and quick shipping!
Reply from Melume Skinscience
Thank you so much!
Your Melumé Skinscience Team
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