General

Does Trixie have its own stores where the products can be bought?
Trixie doesn’t have any stores of its own, but check out our store locator to find the shops that sell our products.

Can I alter a Trixie product?
Making changes to a Trixie product is of course up to you, but it will make the warranty obligation void.

Ordering

Where is my shopping cart?
Your cart is at the top right of the website. If you click on the shopping bag symbol, your cart will pop up and you can choose to continue shopping or head to the check-out. 

Can I make changes to my cart along the way?
Changing the items in your shopping cart is perfectly possible. You can remove an item by clicking on the cross that appears next to the product in your cart. If you want to adapt the quantity, you can use the arrows next to the quantity of the product in the shopping cart.

Has my order been processed and received?
When you order a product at our website, you will always receive confirmation by e-mail, informing you about the total amount of your order and all other payment information. If you do not receive an e-mail, please contact us at [email protected].

How long will it take for my order to be sent?
All orders placed before 12PM on a working day will be processed and shipped the same day. All orders received after 12PM will be processed the next working day.

Are the products always available?
If an item is not in stock, you will see an 'out of stock' mention on the product page. Ordering the item will not be possible.

Can I cancel my order?
You can cancel your order by sending an e-mail to [email protected] If your order has already been prepared for dispatch or is on its way to you, it is no longer possible to cancel the order.

How soon will my order be delivered?
We do our utmost to process your order as soon as possible. Once the parcel leaves our warehouse, it may take up to 4 working days.

Can I order items from outside of Europe?
We currently only ship within the EU.

Are all prices VAT included? 
All prices are listed with VAT included. However, additional transport fees may apply.

What are the payment methods accepted by Mellis?
Credit and Debit Card: MasterCard, Maestro, VISA, American Express, Bancontant/MrCash
Online Banking: iDEAL, SOFORTbanking, Giropay
PayPal

How will my personal data be used?
The payment details you entered into the Multisafepay internet check our will not be communicated to Mellis. Your address and e-mail details will however be added to our customer database. If you do not wish for your details to be used in that way, please let us know by contacting [email protected] Your account details will never be shared with others. Please read our Privacy Policy for further information.

What are the shipping costs?
Our shipping costs are calculated automatically at the check-out or you can contact us at [email protected] for more information on the transport fees.

May I always exchange a product?
Exchanging a product is possible by simply returning the good(s) through our return procedure and ordering the desired replacement anew in our webshop. The transport fee for sending the parcel back will be at your own expense. For more detailed information, please consult our 'Warranty & Returns’.

May I always return a product?
Returning a product is possible within 14 days after receiving the parcel. The transport fee for sending the parcel back will be at your own expense. For more detailed information, please consult our ‘Warranty & Returns’.

I forgot my username / password
Your username is your email address. If you don’t remember your password, click on ‘Forgot your password’. You will automatically receive an e-mail with a new random password. We recommend you to change this as soon as possible.

How to change my account information?
Log into "My Account" using your email address and password to get access to your personal information. Changes can be made when saving them.

How to unsubscribe from the newsletter?
At the bottom of the newsletter you can click on the following link: ‘unsubscribe from this list’. You will no longer receive the newsletter. If you wish to be added again to the newsletter, you will have to apply for it yourself, since we cannot add you anymore.

Who should I contact if I have any questions, complaints or need additional information?
If you do not find the answer to your question in our FAQ's, you can always contact us at [email protected] More contact details can be found at ‘Contact’.

How can I access the Terms & Conditions and the Privacy Policy?
These documents are available directly at the bottom of every page.