Contact

Write to us. A person answers.

At Melisa we answer the way we work with honey: looking at what is inside before giving an opinion. If your question is about a particular jar, give us its batch code and we will tell you which comarca it came from, which flowering, and what its analysis said.

Send a message

See frequently asked questions

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A human reply

Someone on the team reads and answers. No bots, no templates, no diverting you to a help centre.

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An answer with data

If you ask about a batch, we give you its origin and its analysis. Not a thank you for your interest.

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Protected data

We use your information only to reply to you. No spam, no sharing with third parties.

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We are small

And we do not intend to hide it. Every message shows, and so does every customer.

What are you writing about?

Every question has its shortest route

Orders and shipping

Where your parcel is, address changes, transport problems or a return. Have the order number to hand.

Write about an order →

Product and traceability

Where a jar comes from, why it has crystallised, how to store it or what its analysis says. The batch code speeds everything up.

Ask about a batch →

Club Colmena

Joining, pausing, plan changes, delivery addresses or giving a subscription to someone.

See the Club →

Trade

Workshops, restaurants, pharmacy, distribution, retail and private label. Catalogue, terms and technical documentation.

Go to B2B →

Press and collaborations

Media, creators and projects that want to tell how real honey is made. We like showing the apiaries.

Propose something →

Beekeepers

If you produce with judgement and want us to analyse your honey, this is the door. We pay on the analysis, not on the kilo.

Introduce yourself →

Languages and timings

Which language we reply in, and when

Write in whichever language you prefer. A person replies, not a machine translator, and the timeframe is the same in all of them.

Seven languages

Spanish, English, French, German, Portuguese, Dutch and Arabic. Write in yours and we reply in the same one.

Under 24 working hours

That is the timeframe we commit to, Monday to Friday. If you write on a Friday afternoon, the reply goes out on Monday.

Spanish mainland time

We work in CET/CEST, and that is the time zone the timeframe refers to. Worth bearing in mind if you write from the Gulf or from the Americas.

If your question has a batch code, start with it: with the batch in front of us we can answer you with data in the first message.

Write to us

Tell us how we can help

We review every message personally. The more specific you are (order number, batch code) the sooner we can give you a useful answer instead of a question back.

You can also write to us directly at hola@melisa.bio.

By sending the form you accept our privacy policy. We will never share your data with third parties.

Frequently asked questions

What we get asked most

If your question is here, we save you the message. If not, write to us without hesitating.

Where is my order?

You will get an email with the tracking as soon as it leaves the warehouse. If it should already have arrived, write to us with the order number and we will trace it ourselves.

Can I change the delivery address?

Yes, as long as the order has not gone out yet. Write to us as soon as possible with the order number and we will correct it.

My honey has gone solid. Has it gone off?

No. Crystallisation is normal in a raw honey and is a sign that it has not been pasteurised. We explain it in full in the Journal.

How do I check the origin of a jar?

With the batch code on the label. We will tell you the comarca, the flowering, the harvest date and what its analysis gave.

Do you ship internationally?

Yes, to Europe and the Arab world. The whole catalogue is halal suitable and is made without alcohol; the certification is in progress.

Can I pause or cancel Club Colmena?

Whenever you like and with no penalty. You can do it from your account or ask us to do it for you.

Do you accept returns?

Yes, within the legal period and with the product in good condition. If something arrived broken or wrong, write to us with a photo and we will sort it out without argument.

I am a beekeeper. Do you buy honey?

We are interested in talking to you if you produce with judgement. We analyse before buying and we pay on that analysis.

Are you a trade customer?

Workshops, pharmacy, distribution and private label have their own door.

Go to Melisa B2B

Free shipping from €45

24-48 h in mainland Spain

14 days to withdraw

As provided by law, except opened food

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We are here to help

Artisan honey and hive products, 100 % natural, from Spain.

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