Shipping Policy

We ship from Spain to the destinations listed below. The seller is Vitall Bienestar, S.L., owner of the Melisa brand.

We do not apply a closed list of countries: we ship to any destination in the zones above. The only limitations are the health and customs restrictions of each country, described in sections 5 and 6, which are outside our control. If a particular destination cannot be served, we will say so before the order is completed.

Orders are prepared within 1-2 working days. Orders received at a weekend or on a public holiday begin to be prepared on the next working day.

Times are estimates and run from dispatch, not from purchase. They do not include customs holds, whose duration is outside our control.

During periods of high demand (Christmas, Ramadan, Eid, sales) times may be longer. We will say so on the Site.

The exact cost is calculated in the basket before checkout, based on destination, weight and volume. Honey is a dense product: an order that is small in number of units can still be heavy.

• Free shipping on orders of 45 € or more to mainland Spain, where the estimated delivery time is 24-48 h from dispatch.
• Free shipping on orders of 60 € or more to the Balearic and Canary Islands. Times vary by zone according to the table in section 2 and, in the Canary Islands, the import taxes described in section 4 also apply.
• For all other destinations (Ceuta and Melilla, the European Union and the rest of the world) free shipping does not apply: the cost is always calculated in the basket based on destination, weight and volume, and times vary by zone according to the table in section 2. Destinations outside the EU may also incur the import taxes described in section 4.
• Members of the Club Colmena have specific shipping terms according to their plan.
• Trade orders are quoted separately; see the B2B page.

For shipments within the European Union there are no customs formalities or additional costs: the price shown includes the applicable VAT.

For shipments outside the EU, customs duties, import taxes and handling fees of the destination country may apply. We will clearly indicate during checkout which of these two regimes applies:

• DDP (taxes included): the taxes are charged at the time of purchase and there is nothing to pay on arrival.
• DDU/DAP (taxes not included): the recipient pays the taxes to the carrier or to customs before receiving the parcel.

All goods are declared at their real value and with the correct description. We do not issue invoices below the real value and we do not declare commercial shipments as gifts: that is a customs offence.

For VAT and customs purposes, the Canary Islands, Ceuta and Melilla are not part of the common customs and tax territory of the European Union. Consequently:

• The order is invoiced without mainland VAT.
• On arrival the corresponding tax applies (IGIC in the Canary Islands, IPSI in Ceuta and Melilla) plus the carrier and customs agent handling fees.
• Those amounts are paid by the recipient and are separate from the price paid to Melisa.
• The shipment requires customs clearance, so the timescale is longer than for the mainland.

Particularly strict cases, because of their bee health protection rules:

• Australia and New Zealand: very severe restrictions on importing honey and hive products. In practice, we do not ship to these destinations.
• United States: importing food requires prior registration of the establishment with the FDA and prior notice of each shipment.
• Canada, Japan, China: specific documentary requirements and, in some cases, an export health certificate.
• United Kingdom: since leaving the EU, products of animal origin require additional import formalities.

Official sources to check before ordering: Australian Department of Agriculture · New Zealand Ministry for Primary Industries · FDA (USA) · European Commission TARIC.

Buyer responsibility. It is the recipient’s responsibility to check that they can lawfully receive these products in their country. We do not accept the cost of goods held or destroyed for breach of local import rules.

Glass jars are individually protected and packed so they cannot move inside the box. Shipments to hot destinations may include additional thermal protection.

Crystallisation is not a defect. It is the natural behaviour of a raw, unpasteurised honey and can be accelerated by the temperature changes of transport. It does not give a right to return the product as defective. We explain it in the Journal.

When the order is dispatched we will send an email with the tracking number. If 10 working days have passed since that notice with no news, write to hola@melisa.bio with the order number and we will chase the carrier ourselves.

• Damaged parcel: if the packaging arrives visibly damaged, note it on the carrier’s delivery note and tell us within a maximum of 24 hours, attaching photographs of the parcel and the contents. We replace or refund without argument.
• Broken product: same procedure. There is no need to return the broken glass: a photograph is enough.
• Incomplete order: tell us within 7 calendar days of receipt.
• Lost shipment: we will open an investigation with the carrier. If the loss is confirmed, we replace the order or refund it in full.
• Delay: estimated times are not guaranteed. A reasonable delay does not give a right to cancel, unless the maximum legal period of 30 days set out in article 109 of the consolidated text of the General Law for the Defence of Consumers and Users is clearly exceeded.

It is the buyer’s responsibility to give a complete and correct address and a valid contact telephone number. If the delivery fails because of an incorrect address, repeated absence of the recipient or refusal of the parcel:

• The parcel will be returned to origin and the value of the products refunded, less the shipping and return costs actually incurred.
• If a new shipment is requested, the costs will be charged again.
• For international shipments refused at customs, the customs and handling fees applied will also be deducted.

As a consumer you have 14 calendar days from receipt to withdraw from the purchase without giving a reason, under articles 102 et seq. of the TRLGDCU.

This does not affect your rights in respect of a defective, incorrect or damaged product, which are always honoured.

To exercise withdrawal, write to hola@melisa.bio. The refund will be made by the same payment method within a maximum of 14 days from the moment we have evidence of the return.

Write to us first at hola@melisa.bio: most incidents are resolved in an exchange of emails.

Official complaint forms are available to consumers. The European Commission’s online dispute resolution platform ceased operating on 20 July 2025, pursuant to Regulation (EU) 2024/3228, so complaints can no longer be submitted through it. Complaints may also be addressed to the municipal consumer information offices (OMIC) and to the consumer affairs bodies of the relevant autonomous community.