| Issue Type | Description | Let’s Get a Grip on It | What you should do |
|---|---|---|
| Order Changes or Update Order Information | Requests to modify an order after it has been placed, including address corrections, item or size swaps, and quantity adjustments. Changes can only be made before the order enters fulfillment. | Email help@wearmello.com within 4 hours of placing your order. After that, your order may already be processing and changes may no longer be possible. Please double-check your shipping address at checkout, as we’re unable to take responsibility for delivery issues caused by incorrect or incomplete information. |
| Damage or Defective Merchandise | The item arrived damaged, defective, or in a crushed, torn, or otherwise compromised box. This covers manufacturing flaws, broken or missing components, and any damage sustained to the product or its packaging during transit. |
The issue should be reported within 7 days of delivery, as a photo is required. Please send the photo along with the details of the issue to help@wearmello.com. The 7-day window starts from the delivery scan, not from when the parcel was opened. There’s no need to return the items or packaging. We’ll make it right for you and send a replacement right away. |
| Wrong Merchandise | Received a different product, size, color, or variant than what was ordered. The fulfillment error occurred during picking or packing. | |
| Missing Merchandise | The package was delivered but one or more ordered items were not inside. The order was partially fulfilled or an item was omitted during packing. | |
| Preference Return or Exchanges | Received the correct, undamaged item but would like to return it or swap it for a different color, size, or style. No fault on the part of the seller or carrier — it’s simply a change of mind or preference. |
We offer a 60-day money-back guarantee, starting from the date your order is delivered, not the order date. You can request a return, refund, or one free exchange through our Return/Exchange Portal. Show only normal try-on wear, not damaged, broken, or heavily used. Come back clean, free of excessive hair, product buildup, or odor. Include the original packaging where possible. Want the fastest fix? Go for a FREE exchange! Prefer a refund instead? Check out our Refund Policy. Gifts: received a Mello as a gift? Start a return with the order number and we’ll issue store credit for the item’s value. Few things to know: Final sale, clearance items, under promotional events, grab bags, and gifts-with-purchase can’t be returned or exchanged. International orders: customs duties, taxes, and import fees are non-refundable, and return shipping and any associated customs charges are the customer’s responsibility (EU orders are an exception). Non-returnable items: perishable goods, custom or personalized products, and personal care goods can’t be returned, along with hazardous materials. Gift cards are non-refundable. |
| European Union: 14-Day Cooling-off Period | Customers in the EU have the right to withdraw from an online order within 14 days of receiving it, without needing to give a reason. Once withdrawal is declared, the item must be sent back within a further 14 days. |
For EU orders, we’ll refund the full price of the item plus standard outbound delivery, within 14 days of receiving your returned item or proof that you’ve sent it back. The $7.95 cash-refund fee and the “original shipping is non-refundable” rule above do not apply to EU orders. For EU Withdrawal go here → Portal |
| ‘Delivered but not received / Someone else order | The package was marked as delivered but was not received, or the customer received an order intended for someone else with different items, packing slips, or shipping labels. | Please report it within 7 days of the delivery date. Check around your property and with household members or neighbors, then allow 48–72 hours, as packages may sometimes be marked delivered early. If it still hasn’t arrived, file a police report and send a copy to help@wearmello.com. Once received, we’ll process a reshipment for you. |
| Lost, Stolen or Stuck in Transit | The shipment has not moved or updated in the carrier’s tracking system for an extended period. The package is neither delivered nor confirmed lost, and requires a carrier trace or reshipment. | If your tracking shows your package has stalled, stopped moving, or hasn’t been delivered, email 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 and make it right, and you won’t have to wait on the carrier’s outcome. |
| Return-to-Sender | The package was sent back to the warehouse before reaching the customer, typically due to an incorrect or incomplete address, a refused delivery, or an unclaimed shipment. | Please report it within 7 days as soon as the tracking updates and send an email to help@wearmello.com, and we’ll send a replacement right away. |
Still have questions? We’re happy to help!
Reach out to us anytime at help@wearmello.com, and our Mello team will be here to help you get things sorted.
