We're thrilled you've chosen to shop with us! In this guide, you'll find everything you need to know about how we handle your orders. From our local workshop in Toronto to your doorstep, we ensure every step in your shopping journey is handled with care and attention. Happy shopping!

Please Note: All prices and fees mentioned in this policy are in US Dollars (USD). Please use this currency converter to calculate the equivalent in your local currency.

Shipping & Processing

• Dispatch Location: All orders are dispatched from Toronto, Canada.
• Processing Time: Since our items are handmade with love, please allow 5-10 business days (1-2 weeks) for us to craft and package your order.
• Tracking Information: You’ll receive a tracking number as soon as your package is ready to ship. Please allow up to 24 hours for the tracking number to be updated in the tracking system.

US & Canadian Orders

• Standard Shipping (3-7 business days): $5.95 USD
• Free Shipping on Orders Over $49 USD
• Express Shipping (2-4 business days): $15.95 USD via USPS Priority Mail (US) and ICS Express (Canada)
• LAST MINUTE Shipping (1 day processing + express shipping): $24.95 USD

*please note: LAST MINUTE does not guarantee that you will receive your order by a specific date. It simply ensures that we significantly speed up the process of handmaking your order.

International Orders

• Standard Shipping (7-21 business days): $12.95 USD
• Free Shipping on Orders Over $120 USD
• Express Shipping Options (2-6 business days):
  • Express Shipping: $49.95 USD via UPS Worldwide Express Saver
  • LAST MINUTE Shipping (1 day processing + express shipping): $59.95 USD
    • Available for the following countries: Germany, Australia, Austria, Belgium, Denmark, Hong Kong, Malaysia, Netherlands, New Zealand, Singapore, Sweden

Countries We Serve: 
United States, Canada, Australia, Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, Türkiye, Mexico, and Romania.

Duties: Duties may apply according to your country's policies and are payable upon receiving the product.

Order Adjustments & Cancellations

If you need to make any changes or cancellations, email us immediately at [email protected]. We’ll do our best to accommodate your request, though we reserve the right to decide whether you can cancel or change the order.

Return & Refund Policy

• All Sales Are Final: We consider all purchases made at Mellow to be final sales. This ensures that each product you receive is uniquely chosen for you.

• Special Cases Consideration: We understand that exceptional situations can occur. If you believe your case warrants special attention, please contact us. We’ll review each situation individually to determine if an exception can be made.

• Damaged Items: If your item arrives damaged, we may offer a refund under the following conditions:
  • Unworn: The item must not have been worn.
  • Original Packaging: The item must be in its original condition, including all original packaging.
  • Reporting: Contact us at [email protected] immediately with photos of the damaged item upon arrival. We’ll review each case individually to determine refund eligibility, keeping your satisfaction as our top priority.

Special Notes

• Address Accuracy: Please double-check your shipping address. Inaccurate addresses may result in undeliverable or missing packages, and we do not offer reshipments in such cases.
• Eligibility for Free Shipping: To qualify for free shipping, your order must reach or exceed the predetermined amount after applying all discounts and promotions.
• Estimated Delivery: Times are subject to change due to holidays, customs processing, weather conditions, and other unforeseen delays.
• Customs/Duty Fees: When ordering internationally, please be aware that customs or duty fees may apply to your shipment. While many packages are processed without any additional charges, some may incur fees depending on your country's customs policies. Please understand that these charges are beyond our control, and we cannot assume responsibility for any customs taxes on international orders.
• Signatures & Tracking: No signature is required upon delivery; tracking is provided for convenience.
• Undeliverable Packages (Canada and US Orders Only): If a package becomes undeliverable due to an incorrect address, we may offer a reshipment option for an additional shipping fee.
• Lost/Stolen Packages: Mellow cannot be held responsible for packages that are lost, damaged, or stolen after delivery. If you face such issues, please contact your local postal service immediately.