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FAQ

  • Can I return a change of mind purchase?
    We hope you like our pieces as much as we enjoy creating them. Due to the nature of our products, we are unable to accept returns for change of mind purchase.
  • What is your exchange policy?
    We understand that it can be difficult shopping for the perfect fit for your little ones. We therefore allow size exchanges for apparel* and footwear (same product and variant) within 14 business days of your purchase in person at our office, subject to availability. If the size of your choice is not available, we are regretfully unable to conduct the exchange. Apparel under 'SALE' and 'OUTLET' do not qualify for exchange. For us to facilitate an exchange, the apparel or footwear must be unworn, unused and unwashed with original tags/label attached. *For hygiene purposes, swimwear and intimates cannot be exchanged.
  • I have received a defective item, can you help me?
    At Mellow, we prioritize customer satisfaction, ensuring that your shopping experiences are defined by the integrity of our sellers, the quality of our products, and the excellence of our service. In the rare instance that you receive an incorrect or defective item, we sincerely apologize for any inconvenience caused and are fully committed to assisting you through a seamless resolution process. Before submitting a request, please carefully review the Terms and Conditions provided below to ensure that all criteria are met. Terms and Conditions for Exchange: Exchange is only applicable with the same item in cases where goods are damaged or defective due to seller error. All exchanges must be initiated within 3 days of receiving your order. Please inspect your shipment upon receipt immediately or within the 3-day period. Any issues reported after this timeframe will not be considered. To maintain fairness for all customers, we do not accept exchanges in the event of a change of mind. Items must be returned in their original packaging and condition as received from the seller; otherwise, exchanges will not be accepted. Terms and Conditions for Refund: Refunds will only be issued if the item is unavailable, in which case a store credit will be issued to you, valid for 90 days from the date of issuance. The store credit will be sent to your email for use in your next purchase. Submitting a Request: In the unlikely event of receiving a faulty product, please follow these steps: Contact us promptly at hello.mellow.sg@gmail.com, attaching a clear picture of the defect within 3 days of receiving your shipment. Upon confirmation of the product defect by us or the principal brand, kindly return the defective item(s) to us within 3 days of receiving your shipment either in person at our office or by mail. We highly recommend using registered mail to ensure safe return delivery, as we cannot be held responsible for lost mail in cases where the return parcel is unregistered. Once we have received and approved the returned item(s), we will promptly dispatch a replacement. If the item is unavailable, a store credit will be issued to you, valid for 90 days from the date of issuance. Please note that items showing signs of wear and tear or with removed brand tags cannot be exchanged or refunded. Please be aware that we are unable to process refunds or exchanges for products purchased under 'Sale,' 'Outlet,' and/or during promotional periods. We appreciate your understanding and cooperation in adhering to these guidelines. Should you have any further inquiries or require assistance, please do not hesitate to reach out to us.
  • I have received a wrong item/ I did not receive some of the items ordered, can you help me?
    Apologies if we made a mistake. Kindly follow the steps below and we will be happy to assist you. 1. Email us at hello.mellow.sg@gmail.com with a picture of the content received the soonest (within 2 days of your receipt of shipment). 2. We will perform an internal investigation through the CCTV of our packing system and get back to you within 1-3 working days. 3. Upon confirmation of wrong product sent by us, we will provide a 1-1 exchange at your doorstep of the same shipping address.
  • How much is the shipping cost within Singapore?
    We offer complimentary doorstep delivery to addresses within Singapore for orders of above SGD 80. Alternatively, a SGD 5 shipping fee will be charged. Kindly note that there may be additional charges for delivery to Sentosa Island. Next-day delivery is available for urgent orders at SGD15 for all orders. Kindly ensure all shipping information (both postal code and unit number) and contact number provided are accurate. In cases which any of the information provided is incorrect, we shall not be held responsibility if it's lost.
  • How long will it take for my order to arrive?
    Approximately 90% of our parcels typically arrive within 2-3 business days. However, please note that slight delays may occur during promotional periods or festive seasons.
  • Can I opt for self collection?
    Unfortunately, our office is not open to public at the moment. Please opt for next day delivery for any urgent orders.
  • Where is my order?
    Once your order is shipped, you will receive a tracking number via email so you can keep an eye on your parcel.
  • Can I edit or cancel my order?
    Once an order is placed, it cannot be modified or canceled. Please ensure that you’ve entered the correct shipping address at checkout as we cannot be held responsible for shipments that have been misdirected due to incorrect address entry at checkout.
  • I need my order urgently. Do you provide next day delivery?
    Yes, we do! Next working day delivery is available at a cost of SGD15 for all local orders.
  • My parcel status shows 'delivered' and I did not receive it. What happened?
    Please contact us at hello.mellow.sg@gmail.com and kindly check that all shipping information (both postal code and unit number) and contact number provided are accurate. In cases which any of the information provided is incorrect, we'll try our best to work with our courier partner to retrieve the package. However, we shall not be held responsibility if it's lost. If all shipping information (both postal code and unit number)and contact number provided are all accurate, we'll inform our courier partner to start an investigation. A re-delivery may be attempted in the next 1-3 business days. Upon confirmation of lost mail by the courier partner, we will process your replacement or refund within 30 business days of your purchase.
  • My parcel status has not been updated for days. What's going on?
    Please contact us at hello.mellow.sg@gmail.com and kindly check that all shipping information (both postal code and unit number) and contact number provided are accurate. In cases which any of the information provided is incorrect, we'll try our best to work with our courier partner to retrieve the package. However, we shall not be held responsibility if it's lost. If all shipping information (both postal code and unit number) and contact number provided are all accurate, we'll inform our courier partner to start an investigation. A re-delivery may be attempted in the next 1-3 business days. Upon confirmation of lost mail by the courier partner, we will process your replacement or refund within 30 business days of your purchase.
  • Do you ship outside of Singapore?
    Yes, we do! We provide flat rate shipping for purchases of Mellow branded products* to various countries below: Malaysia: $7.50 Australia, Brunei, Hong Kong, Indonesia, South Korea, Macau, Taiwan, Thailand, Philippines, Vietnam, USA, UK, Italy, France, Germany, Japan, China, United Arab Emirates, New Zealand, Spain: $30 *excludes Mellow gift sets to some countries Shipping cost for orders including books and other curated branded items will be calculated automatically at checkout. If your country is not listed, kindly contact us at hello.mellow.sg@gmail.com for a quotation with the shipping address, items and quantity you wish to purchase. Depending on your country, you may be liable to pay local taxes and import duties on your order. Mellow does not collect duties and taxes during checkout and cannot provide an estimate amount to be collected. Kindly contact your local customs office for the appropriate rate for your country.
  • My parcel status shows 'delivered' and I did not receive it. What happened?
    Please contact us at hello.mellow.sg@gmail.com and kindly check that all shipping information and contact number provided are accurate. In cases which any of the information provided is incorrect, we'll try our best to work with our courier partner to retrieve the package. However, we shall not be held responsibility if it's lost. If all shipping information and contact number provided are all accurate, we'll inform our courier partner to start an investigation. A re-delivery may be attempted in the next 1-3 business days. Upon confirmation of lost mail by the courier partner, we will process your replacement or refund within 30 business days of your purchase.
  • My parcel status has not been updated for days. What's going on?
    Please contact us at hello.mellow.sg@gmail.com and kindly check that all shipping information and contact number provided are accurate. In cases which any of the information provided is incorrect, we'll try our best to work with our courier partner to retrieve the package. However, we shall not be held responsibility if it's lost. If all shipping information and contact number provided are all accurate, we'll inform our courier partner to start an investigation. A re-delivery may be attempted in the next 1-3 business days. Upon confirmation of lost mail by the courier partner, we will process your replacement or refund within 30 business days of your purchase.
  • How do I take care of my Mellow pieces?
    Because we know you love Mellow pieces and would love them to last for your little one for as long as possible, we recommend the following steps to care for them based on the material they're made of. . Silicone Our silicone bib is food-grade, BPA and phthalate-free. It is stain resistant and can be easily wiped clean with damp cloth or wash with gentle soap. They are also dishwasher safe on the top rack. To sterilise, we recommend putting putting the Mellow Silicone products in boiling water for 5-10 minutes. Ultraviolet (UV) rays will accelerate the deterioration of Silicone, causing it to change colour and/or texture. . Cotton Our cotton muslin is made with a high yarn count, lending it the super soft, luxurious touch. It has an unique wrinkled look and becomes softer after each wash. Due to the delicate nature of the fabric, we recommend a gentle hand wash or gentle machine wash in a laundry bag and line dry in the shade only. . OEKO-TEX certified baby safe polyester Our waterproof Baby Bib, Bib Cape and Eco Wet Bags are made of the softest, sturdiest OEKO-TEX certified polyester that resists stains and can be easily wiped clean with damp cloth on the go. For more throughout cleaning, we recommend machine wash at 40 degree celsius in laundry bag to prevent the velcro/zipper from snagging other pieces in the same load.
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