FAQ

Frequently asked questions

Domestic Shipping

How long will it take for my order to arrive?

We endeavour to have orders packed and shipped within 2 business days. Delivery will be attempted within 1-3 business days.



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.



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.



How much is the shipping cost within Singapore?

We offer complimentary doorstep delivery to addresses within Singapore for orders of above SGD 60. 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.



I need my order urgently. Do you provide next day delivery?

Yes, we do! Next-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.



International Shipping

Do you ship outside of Singapore?

Shipping cost to various countries listed below will be calculated automatically at checkout. Malaysia, Australia, Brunei, Hong Kong, Indonesia, South Korea, Macau, Taiwan, Thailand, Philippines, Vietnam, USA, UK, Italy, France, Germany, Japan, China, United Arab Emirates. 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.



Fabric Care

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. . 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.



Returns

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?

Due to the nature of our products, we are unable to offer exchanges.



I have received a defective item, can you help me?

Quality is something we guarantee.

In the unlikely event that you’ve received a faulty product, please follow the steps below:

1. Email us at hello.mellow.sg@gmail.com with a picture of the defect the soonest (within 2 days of your receipt of shipment). 2. Upon confirmation of product defect by us or the principal brand, kindly send the defective item(s) back to us within 3 days of your receipt of shipment. Items returned outside this period will not be accepted. * Registered mail is highly recommended as we shall not be responsible for lost of mail if the return parcel is unregistered. As soon as we have received and accepted the returned item(s), a replacement will be sent. In cases where the item becomes unavailable, a store credit will be issued to you. Store credit will be valid for 90 days from the date of issue. If the item shows signs of wear and tear, or brand tags removed, we will not be able to provide an exchange or refund unfortunately.