faqs
PRODUCT
OFFERS
SHIPPING
ORDERS & PAYMENT
RETURNS & EXCHANGES
WARRANTY
CONTACT US
PRODUCT
who is Mello?
Mello is a Korean-engineered hair wellness brand redesigning everything your hair touches. founded in 2025, we build every product with the comfort, science, and intention we felt the category had stopped paying attention to.
what makes Mello different?
three things. Korean engineering: every product is designed and manufactured with Korea's leading beauty and industrial design houses. comfort-first design: we obsess over the details most brands don't even see, like hinge tension, prong geometry, and scalp pH. the whole routine: we're not launching one hero product and calling it a line, we're rebuilding every object your hair touches, one category at a time.
where are Mello products made?
designed and manufactured in South Korea, packed in Seoul, and shipped from Incheon.
how sustainable is Mello?
we're mindful about the materials and packaging we use and are always working to do better as we grow. if you have specific questions about our materials or packaging, email help@wearmello.com.
which size Cloud Clip is right for me?
it comes down to your hair type and how much hair you're clipping up. as a general guide: mini (about 3 inches) is best for fine, thin, or short hair; classic and large suit most hair types through medium-thick; and the 4.75" jumbo is made for very thick, long, or heavy hair. exact measurements are on each product page. and if your size isn't quite right once it arrives, exchanges are always free, so it's easy to swap. size guide
will the Cloud Clip hold thick or long hair?
yes. the classic, large, and jumbo sizes are designed for thick, long, or heavy hair. if you have a lot of length or volume, the jumbo is your best bet.
will the Cloud Clip hold fine or thin hair?
yes. the mini is designed to grip fine hair without slipping, and the soft-tooth design helps keep it securely in place. if your hair is very fine and silky, the mini gives you the most reliable hold.
are Mello products safe for sensitive scalps?
yes. the Cloud Clip distributes pressure evenly across the jaw, and the teeth are rounded and polished to prevent snagging or pulling. most customers wear it all day without pressure points or headaches.
does the Cloud Clip cause headaches?
it's designed not to. the clip spreads pressure evenly across the jaw and uses a lighter-weight resin than traditional claw clips, so most customers wear it comfortably all day.
will it damage or break my hair?
no. the teeth are rounded and polished to prevent snagging, pulling, or breakage. it's safe for daily wear, wet hair, and all hair textures.
can i shower, swim, sleep, or use heat tools while wearing it?
you can wear your clip in wet hair and it's fine around everyday moisture. we'd avoid wearing it while swimming or in very hot environments like saunas, and keep it away from direct heat from styling tools, since prolonged heat can affect the finish over time. sleeping in it is fine for comfort, though we'd ease it open gently to protect the spring.
how should i care for my clip and avoid stains or scratches?
a little care keeps your Mello looking and working its best. rinse with lukewarm water and mild soap, then pat dry with a soft cloth, and avoid harsh chemicals, alcohol, or high heat, which can affect the finish. our clips use a soft, flexible matte material that gives them their signature feel, which also means they can be a little more prone to stains and surface scratches than hard, glossy plastic. to keep yours fresh, store it away from sharp objects and keys, keep it from prolonged contact with makeup, hair products, or dyed fabrics like denim that can transfer color, and pat it dry whenever it gets wet.
are Mello clips non-toxic, vegan, and cruelty-free?
yes. all Mello clips are 100% non-toxic, BPA free, lead free, and latex free. our clips contain no animal-derived materials and are never tested on animals.
what's the difference between the Cloud Clip and the Charm Clip?
the Cloud Clip is our core everyday claw clip with a soft hold and no-snag teeth. the Charm Clip is the same clip with a built-in attachment point for interchangeable charms. same grip, same comfort, just customizable.
do any charms work with the Mello Charm Clip?
no, and this is important: only Mello charms attach to the Charm Clip, which has a special built-in attachment point.
OFFERS
can i apply a promo code to any product on the website?
it depends on the item. some codes are site-wide and others are limited to specific products. feel free to test the code at checkout, or email help@wearmello.com and we'll verify it for you.
i forgot to use my promo code, or received a code after ordering. can you apply it to an order i already placed?
we aren't able to retroactively apply promo codes to existing orders, but feel free to save it for your next one.
can i price match a promotion from a Mello retail partner, or a past promotion i missed?
we aren't able to match promotional offers from our marketplace or retail partners (including Amazon US, Ulta, Nordstrom, and TikTok Shop), or to honor past promotions. keep an eye on your inbox and our socials for the next one.
can i mix and match sizes with the bundle builder?
the bundle builder lets you choose custom colors within a single size. to combine sizes, just add a second pack in the size you'd like.
how do free gifts work?
qualifying orders receive free gifts, added automatically at checkout while supplies last. the specific qualifying order and gifts vary by promotion, so check the current offer for details.
can i send an order as a gift?
yes. you can ship directly to your recipient at checkout. if you'd like a gift note or have a special request, add it in the order notes or email help@wearmello.com after ordering and we'll do our best.
SHIPPING
what is your current processing and shipping timeframe?
orders are processed within 1-3 business days before they ship, and transit typically runs:
United States: 8-14 business days
Canada: 10-15 business days
Australia: 10-15 business days
Europe: 10-15 business days
Rest of World: 10-15 business days
orders placed on weekends or holidays begin processing the next business day. you'll get a tracking link by email the moment your order is on its way. these are estimates, not guarantees, and timing can run longer during holidays, peak seasons, or local carrier delays.
where do you ship from?
your Mello is made and packed and shipped from South Korea. this is part of why our delivery window runs a little longer. each clip is shipped directly from where it's made.
do you offer free shipping?
yes, free shipping on all orders over $65 USD, across every region we ship to. for orders under $65, it's a flat $7.95 USD. that's standard tracked shipping with shipping protection included on every order. any destination-specific surcharge will always be shown at checkout before you pay, so you'll never be surprised. rates and thresholds may change during promotional periods.
do you offer expedited or express shipping?
not at the moment. we offer standard tracked shipping only on wearmello.com. if you're in the US and need your clip fast, you can shop Mello on Amazon US with Prime for quick delivery on eligible items.
where do you ship to?
here's our current list of eligible countries: Canada, United States, United Kingdom, Germany, Australia, France, Italy, Ireland, Portugal, United Arab Emirates, Switzerland, Denmark, Spain, Finland, New Zealand, Japan, South Korea, Netherlands, Norway, Saudi Arabia, Sweden, Singapore, Belgium, Israel, Austria, Poland, Slovenia, Estonia, and Iceland. any destination-specific shipping cost is shown at checkout.
will i pay customs duties, taxes, or import fees?
for orders shipping to the US, CA, UK and AU, no import duties apply, so what you see at checkout is what you pay. for the EU, and other regions, import duties, VAT, or GST may apply and are set by your local customs office; these are not included in our shipping charge and are the customer's responsibility.
if you're ever charged a duty or import fee, email help@wearmello.com with your receipt and we'll help you out.
ORDERS & PAYMENT
what forms of payment do you accept?
we accept Visa, Mastercard, American Express, and Discover, plus Shop Pay, Apple Pay, and Google Pay on supported devices. Afterpay is available on qualifying orders.
what currency are your prices in?
all prices and transactions are processed in US dollars (USD). if you're shopping from outside the US, your bank handles the currency conversion at its own rate, so the amount in your local currency may differ and may include a foreign-transaction fee. these conversion differences and fees are set by your bank, not by Mello, and are not refundable.
where is my order? how do i track it?
every order ships with tracking, and you can follow it anytime at our order tracking page. didn't get your tracking link, or does tracking look stuck? email us at help@wearmello.com and we'll chase it down.
can i edit or cancel my order after it's placed?
we start processing right away, so changes aren't guaranteed once an order is placed. if you need to edit or cancel, email help@wearmello.com and we'll do our best to catch it before it ships. please double-check your address at checkout, since an incorrect or incomplete address provided at checkout is the customer's responsibility.
my order was marked as delivered but i haven't received it.
we know how frustrating this is. first, please:
check around your porch, mailbox, and any side or back entrances
ask neighbors or building staff if they may have grabbed or signed for it
look for a notice from the carrier
delayed scans happen more often than you'd think, so please allow 48-72 hours after the "delivered" notification before getting in touch. if it still hasn't arrived, email us at help@wearmello.com within 7 days of the delivery date and we'll help make it right through the protection included on your order. a carrier's tracking record showing the package as delivered is treated as proof of delivery, and to process a reshipment we'll need a police report (we may also ask for a photo of where the package was left and a brief written statement).
my package seems lost or stuck in transit.
if your tracking has stalled, stopped moving, or your package hasn't been delivered, email us at help@wearmello.com. there's no deadline to report this as long as tracking confirms the package was never delivered. we'll open a carrier investigation, make it right, and you won't have to wait on the carrier's outcome.
i have a problem with my order. what should i do before disputing the charge?
please email us first at help@wearmello.com. nearly every issue (a delay, a missing or damaged item, a wrong size, a refund question) can be solved faster directly with our team than through your bank. opening a dispute or chargeback on an order that tracking shows as delivered, or that has already been refunded or replaced, may be treated as fraudulent, and we reserve the right to respond with the order, tracking, and policy records you agreed to at checkout. we'd always rather just fix it for you, so reach out and we will.
RETURNS & EXCHANGES
what is your return policy?
not in love with your Mello? you've got 60 days from delivery to return or exchange your clip. you have to actually wear it to know if the color and fit are right, so go ahead and try it on. we just ask that returned clips show only normal try-on wear (not damaged, broken, or heavily used), come back clean and free of excessive hair, product buildup, or odor, and include the original packaging where possible. think of it like trying something on in a fitting room.
a few things to know:
returns, exchanges, and refunds can only be requested after your order has been delivered, and your 60-day window starts on the delivery date.
we can only accept returns on orders placed through wearmello.com (see the marketplace question below).
a defective or broken clip isn't a return. it's covered free under our 120-Day Worry-Free Warranty, which is faster, so please start there.
outside the 60-day window, we're not able to process a return, exchange, or store credit.
all returns are subject to inspection on arrival, and clips that come back damaged or in unsanitary condition may not qualify for a refund.
until your return reaches us, it remains your responsibility, so please keep your drop-off receipt.
orders determined to be fraudulent or associated with suspicious activity are not eligible for return, refund, or replacement. Mello reserves the right to limit, decline, or refuse a return where we identify patterns of abuse, and to require an item be sent back before we process it. these terms do not affect any statutory rights you may have in your country.
what are my options, and how fast is each?
exchange (a different color or style): free, and the fastest fix. we cover the return label and send your new clip as soon as we process the swap. each order is eligible for one free exchange; for further changes after that, please request a refund and place a new order.
store credit refund: free, and the fastest refund. we cover return shipping, so nothing is deducted, and the moment we receive and inspect your clip, your store credit is issued instantly as a digital gift card by email. store credit never expires and is redeemable only at wearmello.com.
cash refund: back to your original payment method, minus a flat $7.95 (the cost of return shipping). refunds cover the price of the item only; original shipping is non-refundable (this doesn't apply to EU orders, see below).
prefer not to pay for shipping? choosing an exchange or store credit is always the free, faster option.
how do i start a return or exchange?
head to our returns portal, enter your order number and email, choose refund or exchange, and tell us why. then follow the instructions to complete your return. we'll email you at each step. items sent back without first requesting a return can't be accepted. if you run into trouble, email help@wearmello.com with your order number.
i ordered the wrong size. can i exchange it?
yes, and it's one of our most common requests. if your clip is too big or too small, start an exchange through our returns portal and swap it for the size you need. exchanges ship free (one free exchange per order). if the color or style you want is out of stock, we'll offer store credit or a refund instead. not sure which size is right? see the sizing question under Cloud Clips.
when will i get my refund?
once we receive your return, please allow 3-5 business days for our team to inspect and process it. after that, your refund goes back to your original payment method, and your bank or card company may take additional time to post it. refunds can only be issued to the original payment method, so we're not able to refund to a different card or account.
can i return or exchange a gift?
of course. start a return in our returns portal using the order number, or email help@wearmello.com with the order details.
are store credit and gift cards refundable?
store credit and gift cards are non-refundable, can't be redeemed for cash, and don't expire unless stated at purchase.
are any items final sale?
yes. clearance items, mystery and grab bags, gifts-with-purchase, custom or personalized products, and personal care goods can't be returned or exchanged, except where your local consumer law provides otherwise. gift cards are non-refundable.
i live in the EU. what are my return rights?
if your order is shipped into the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without justification, on top of our standard 60-day window. the item should come back in its original packaging with proof of purchase, handled only as you would in a shop to check it. for EU orders we'll refund the full price of the item plus standard outbound delivery within 14 days of receiving your return or proof you've sent it back, and the $7.95 cash-refund fee and the "original shipping is non-refundable" rule do not apply. if you're in the UK or another region with statutory return rights, those rights apply in addition to this policy; just reach out and we'll make sure you're covered.
WARRANTY
what does your warranty cover?
every Mello product is backed by our 120-Day Worry-Free Warranty. for 120 days from the date your order is delivered, your product is protected against manufacturing defects and issues that arise through normal, everyday use. if something isn't right and it comes down to how the product was made, we'll replace it free, with no charge for the replacement. the version of the warranty in effect at the time of your purchase applies to your order.
what counts as "normal use," and what isn't covered?
normal use means wearing and caring for your Mello as intended, in line with any care instructions. the warranty does not cover:
burns, heat damage, or exposure to open flame
damage from drops, crushing, bending, or force beyond normal wear
excessive wear, abuse, misuse, accidents, or modifications
improper care, washing, storage, or handling
accidental damage, loss, or theft
alterations or repairs made outside of Mello
normal cosmetic wear, fading, or natural color variation over time (from product buildup, sunlight, or heat), which is not considered a defect
our clips are engineered to be highly flexible and durable, but no hair accessory is truly indestructible, and the warranty covers manufacturing defects rather than wear or accidental damage.
how do i make a warranty claim?
email us at help@wearmello.com with your order number or proof of purchase and a clear photo showing the issue (the photo is required for every claim). claims must be submitted within the 120-day coverage period and as soon as reasonably possible after you notice the issue. our team typically responds within 2 business days. we may ask you to return the product so we can inspect it; if we do, we'll provide a prepaid label at no cost to you.
what happens if my claim is approved?
we'll process a replacement of the same item right away. if that item is out of stock or no longer available, we'll replace it with one of comparable value. warranty claims are resolved by replacement only and do not include cash refunds, and a replacement does not restart or extend your original 120-day coverage. if a replacement we send is itself defective, it stays covered for the remainder of your original 120 days.
are there any limits on the warranty?
yes. the warranty covers one claim per item, applies only to the original purchaser and the original wearmello.com order, and is non-transferable. it doesn't apply to items bought through marketplace or retail partners, which are handled by the original place of purchase. it covers defects only and is not a guarantee against all damage. nothing here removes or limits any statutory consumer rights you have under applicable law, which apply in addition to this warranty.
do i need to buy an extended or paid warranty?
nope. the 120-Day Worry-Free Warranty is included free with every order, so there's nothing extra to purchase.
what if my clip breaks after the 120-day window?
reach out at help@wearmello.com and we'll do our best to point you in the right direction, but replacements outside the 120-day window fall outside what the warranty covers.
CONTACT US
how can i contact Mello, and how fast will i hear back?
email us at help@wearmello.com for anything order- or product-related. our team typically responds within 1-2 business days.
i'm a content creator and would love to partner with Mello. who do i contact?
we'd love to hear from you. email partnerships@wearmello.com with your portfolio and socials, and we'll take it from there.
i'm interested in carrying Mello or becoming a wholesale partner.
thank you for your interest. we're not actively onboarding new wholesale partners right now, but we'd still love to hear from you. email help@wearmello.com with details about your business and we'll keep you in mind as we grow.
