Welcome to our FAQs!
Here you will find answers to the most frequently asked questions about our products, the ordering process, shipping, and much more.
Our goal is to make your shopping experience in the Melitta® Online Shop unique. We have carefully compiled this FAQ page to provide you with a quick and comprehensive source of information.
If you need further assistance, please feel free to contact our customer service by phone.
Questions & Answers about the Shop
Ordering in the shop
How can I create a customer account? What are the advantages of a customer account?
You can create a customer account in the Melitta® Shop. Your address details are then saved. That saves you entering these details again each time you place a new order. You can either do so during an order process or simply register under My Account.
How can I change my order after I have sent it off?
Your order is automatically transferred to our
merchandise management system and, as a rule, is packed at the latest on the
next (frequently on the same) working day and handed over to the delivery service. Therefore,
changes are unfortunately not possible afterwards. If you want to make a
change, please contact our hotline.
How can I change my address in an order that has already been submitted?
Since your order is automatically transferred to our merchandise management system, it is not possible to change the address via your customer account. In such a case, please contact our hotline. If your order has not yet left our company, it is still often possible to make a change.
Why does my individual voucher code not work?
If you have problems redeeming your individual coupon code, please send us a short email informing us of the code concerned and describing the problem. We will then get in touch with you promptly.
Can I also order by telephone?
You can order our products by telephone. You can reach our order hotline. If you already have a customer account, please have your customer number ready.
Why should I give my telephone number for the order?
If we have any questions about your order, we can reach you fastest by phone. ThenThat way, we can ensure that we can deliver your products swiftly to you.
Where can I find Melitta® products near me?
Would you like to buy Melitta® products locally? You can use our dealer search to find the nearest dealer to you.
Why have I received the wrong product?
Our staff in the warehouse and shipping department process a large number of orders every day. Unfortunately, sometimes mistakes happen and goods get mixed up. If this happens, please follow the link to the delivery returns portal that you will find in your shipping confirmation. Enter the mistake there and we will send you the correct goods immediately.
Payment in the shop
What are the payment methods in the Melitta® Shop?
You can pay by credit card (Visa, Master), PayPal, instant bank transfer, invoice and cash on delivery. You can find detailed information under Payment methods.
Why is the "on account" payment method not available to me?
To allows us to offer you a secure on account purchase, we have a risk assessment carried out. If you are not offered the on account payment method at all, please check the order value and your address data. The entered data does have an influence on the result of the credit assessment. Please understand that we cannot offer you "on account" as a payment method should the credit assessment turn out to be negative.
Is the payment in the Melitta® Online Shop secure?
Of course, we consider the highest security standards to be very important. Since we receive your payment via a payment service provider, we only receive your payment data in encrypted form. Your payment details will of course not be saved and/or passed on to third parties.
By when do I have to pay my invoice? What are the bank details?
Once you have received your invoice, you have 14 days to pay it.
The bank account for paying your invoice is:
Melitta Europa GmbH & Co. KG Deutsche Bank,
account number 29 137 1300 (sort code 490 700 28)
IBAN: DE03 4907 0028 0291 3713 00
BIC: DEUTDE3B490
How does the payment via PayPal work?
You have the option of selecting PayPal as the payment method for your order. If you choose to pay with PayPal, you will be redirected to the PayPal page after submitting your order. To process the payment, you will then have to log in with your PayPal login details and confirm the payment. After completing the payment, you will be redirected back to the Melitta® Online Shop where a confirmation page for your order will open. The payment will then be debited from your PayPal account as usual.
How does the payment via instant transfer work?
To pay by instant bank transfer, select the appropriate payment method during the checkout process. After completing the order, you will be redirected to the payment service provider's page where you can log in with the online banking details for your bank account. After logging in successfully and confirming the transfer, you will be redirected back to the Melitta® Online Shop where a confirmation page for your order will open.
How does the payment via credit card work?
You can pay using MasterCard or VISA in our online shop. If you want to pay for your order by credit card, please select this method of payment in our checkout. During the order, you will be asked to make the payment. Please enter your credit card details in the fields provided and complete the process. If you are asked to enter your authentication password, please confirm it. After completing the transaction, you will receive the confirmation page for your order. Please note: your credit card payment will first be reserved on your credit card account when you submit your order. The final debit of the purchase amount will only take place when your order is dispatched.
How does payment via cash on delivery work?
Since the end of May 2023, we can no longer offer this payment method as the technical integration has regrettably become increasingly complex. We are working on a solution to this issue in the background. If you select cash on delivery, you pay for the goods in cash directly to the parcel delivery company when your order is handed over. Please note that there is an additional charge of €7.50 for cash on delivery, which will be indicated on the invoice.
How can I redeem a voucher?
There is an option for redeeming a voucher while you place an order. Please enter the voucher code in the field provided and confirm your entry with the red button to the right of the entry field. The discount will then be displayed below the field and deducted from the total amount.
Can I redeem several vouchers in one order?
Usually only one voucher can be redeemed per order. Should this nevertheless be possible, we will state it clearly in the voucher conditions.
I forgot to enter my voucher code. Can I still redeem the voucher at a later date?
Unfortunately, for technical reasons it is not possible to credit a voucher code retrospectively. Please contact our customer service about this issue. They are able to cancel your old order and take a new order using the voucher code. Alternatively, you can place a new order and inform the Melitta® customer service about the cancellation.
Please note that we always endeavour to deliver your orders as quickly as possible. That is why our dispatch department processes and ships all orders within a very short time frame after receipt of the order. To ensure that your incorrect order can still be cancelled, please contact us as soon as possible. You can reach us by email and by telephone.
Returns
How can I send products back?
The amount to be refunded will be credited to you after receipt of your parcel and inspection of the goods at our premises. Melitta® will cover the costs of the return for you.
Click here for the cancellation policy and the cancellation form.
How do I request a return?
A returns label is enclosed with your parcel, please stick this on the parcel and take it to the post office. Please make sure that you stick it over the original address label so that DHL can return the parcel without any problems. Please complete the enclosed cancellation form and enclose it with the parcel.
How do I know if my return has already arrived?
As soon as we have received your return, you will be informed of its status by e-mail.
How long is the right of return?
If you do not like an item in your order, you have 14 days to return it to us unused and in its original packaging. Please note that we can only accept returns of items purchased in the Melitta® Online Shop. If you wish to return items purchased elsewhere, please contact the retailer from whom you purchased these items directly.
Is the return shipment free of charge for me?
Melitta® will cover the costs of returns. Please only use the return label enclosed with the shipment for this. If no returns label is enclosed with your consignment, please request one from us by telephone.
How is the refund made?
The amount to be refunded will be credited to you after receipt of your parcel and inspection of the goods at our premises. The reimbursement of the sum is made using the same method of payment that you selected when placing the order. Melitta® will cover the costs of the return for you.
How do I complain about an item?
If a product does not meet Melitta® quality standards, you can complain about faulty goods within two years. Please contact our customer service to process the complaint. Please note that we can only accept returns and complaints about items purchased in the Melitta® Online Shop. If you wish to complain about items purchased elsewhere, please contact the retailer from whom you purchased these items directly.
My account
Why are my old orders not listed in the My Account area?
Mit dem neuen Melitta® Onlineshop wurde MyMelitta durch den
Mein-Konto-Bereich abgelöst. Hier kannst du beispielsweise deine
persönlichen Daten, Adressen und Abonnements verwalten, aber auch deine
Bestellungen und den Merkzettel einsehen.
How can I create a customer account?
We modernised the Melitta® Online Shop for you in December 2023, but unfortunately it was not technically possible to transfer the historical orders. Therefore, all orders from December 2023 onwards will be displayed in the My Account area, but orders placed before this date will not.
Why should I give my telephone number?
You can create a customer account in the Melitta® Shop. Your address details are then saved. That saves you entering these details again each time you place a new order.
How can I change my address after moving?
If we have any questions about your order, we can reach you fastest in this way in order to swiftly deliver your products to you.
Wie kann ich meine Anschrift nach einem Umzug ändern?
Once you have created a customer account in the Melitta® Shop, you can easily change your address when you move house under "My account" > "Addresses" while logged in.
