REFUND POLICY

Your happiness is important to us at Mello Accessories, so we offer a refund policy even though it is not standard practice for companies to offer refunds on handmade and custom eCommerce products. Customer satisfaction is of the utmost importance to us, however, so if for any reason you are not satisfied, please return the item(s) to us within 30 days. Some conditions apply. →

30 DAY RETURN POLICY

You have 30 days from the date of delivery to return a purchase.
 

• The item must be unworn, and in the same condition as you received it, with the tags and original packaging. We also require the receipt or proof of purchase with the order number (you will find this in the email you got from us after the original purchase).
• If you are returning an order that included a gift with purchase, be sure to include this item with your return or your refund will be adjusted to reflect the retail price of the gift.
• We request that you first request a return by email.  If your return is accepted we will send you instructions with the address for returning your purchase. We cannot accept items sent back to us if you have not first asked for a return by email, or within our 30 day return window.
• Please note that approved returns do not include the original shipping cost, and a 20% restocking fee is deducted, plus any applicable sales tax.

20% RESTOCKING FEE

A restocking fee is a percentage of the item's price (the item price does not include the shipping cost). The restocking fee is deducted from all returns, resulting in a partial refund. If your return is accepted, the restocking fee is 20%, plus any applicable sales tax, of the value of the goods for any unopened item in its original, unworn condition.

SHIPPING FEE REFUNDS

We do not offer refunds on shipping fees.

DAMAGE ISSUES

Unfortunately packages do get damaged, and sometimes products are broken in the shipping stream. Although we cannot control how shippers handle our carefully packed items, we pride ourselves on taking immediate action to provide a resolution for you. We invest a lot of time and effort to create each product, and we are eager to see you enjoy our beautiful accessories.

Please inspect your order as soon as you receive it, and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Notify us so we can evaluate the issue and handle the situation promptly. Please take a picture of the defective or damaged item and document everything.

LOST PACKAGES

Mello is responsible for the package containing the product until it gets to the purchaser. If the package is not found, we will work on reimbursing the order immediately. Validation of the address during the checkout flow can help avoid severe issues such as delivery delays or undelivered orders.

If the customer is not present to pick up the package, and the mail carrier leaves a notice, it is then essentially “delivered.” In these circumstances, the package would be the customer's responsibility.

EXCEPTIONS/ NON-RETURNABLE ITEMS

• Custom printed products*
• Final Sale items cannot be returned**
• Mello Accessories gift cards cannot be returned and can only be used at melloaccessories.com

 

EXCHANGES

Mello Accessories does not offer exchanges at this time. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted make a separate purchase of a new item. Please note that approved returns exclude the original shipping cost, and there is a 20% restocking fee plus any applicable sales tax.

CAN I AMEND MY ORDER?

Unfortunately, we are unable to change an order once it has been placed in queue for finishing and customization. 

REFUNDS

All returns will be credited back to the original form of payment (excludes original shipping cost and 20% Restocking Fee). Refer to restocking fee chart below.

We will notify you when we  receive and inspect your return, and we’ll let you know if the refund was approved. Please note that it takes 5-7 business days after we receive the package to finalize the return, and we will send an email once your return has been processed.

If approved, you’ll be automatically refunded to your original payment method with a partial refund after the 20% restocking and original shipping fee is calculated.

Please remember it can take some time for your bank or credit card company to process and post the refund.

 

RETURN REQUEST:	20% RESTOCKING FEE FOR BUYER:
The buyer changes their mind*** about a purchase and returns the item in the original, unused condition with original packaging; and where applicable, the Gift With Purchase (GWP) that came with the item. You may return items that are unused and in original condition within 30 days of purchase. All returns will be credited back to the original form of payment (excludes original shipping cost and restocking fee).   Please contact us immediately. We will advise on further steps. Reference order number and the reason for return.   To start a return process, you can contact us at mello@posteo.net	YES, there is a restocking fee for the buyer. 20% of the item's price. Unless the product is defective or the return is a direct result of a damaged package, the customer will be charged an inspection and restocking fee.   The buyer pays for return shipping.  Buyer ships a secure package with a reliable and trackable carrier service. We are not responsible for a lost package, and we recommend that you insure your package for the full value of the contents. Items sent back to us without first requesting a return by email or within 30 days of the return window will not be accepted.
The buyer refuses delivery due to visible damage incurred during shipping or caused by the carrier.   Please contact us immediately. We will advise on further steps. Send photographs of damaged package for insurance purposes, reference order number and contact details and email Mello Accessories within 5-7 business days to: mello@posteo.net	There is NO restocking fee for the buyer. Mello Accessories pays for return shipping but will file a claim with the carrier if insurance was purchased. We will arrange item replacement with the buyer by email.
The buyer receives defective or damaged accessory inside the package. Please contact us immediately. We will advise on further steps and send a replacement. Send photographs of defective or damaged item, reference order number, contact details and email: mello@posteo.net	There is NO restocking fee for the buyer. Mello Accessories pays for the return shipping and will arrange a replacement with the buyer by email.
The buyer receives the wrong item or color, or it does not match the item description. (Yikes!)   Please contact us immediately. We will advise on further steps and send a replacement. Send photographs of the item received, reference order number, contact details and email: mello@posteo.net	There is NO restocking fee for the buyer. Mello Accessories pays for the return shipping and will arrange replacement with buyer by email.

 

RETURN REASON ***The buyer changes their mind*** The buyer returns the item for one of the following reasons: • I accidentally placed the order. • I no longer want the item. • I purchased it at 3 AM, what was I thinking? • I like to shop and return stuff.

Please allow up to 48 hours for a response from our team. If you have questions, please contact us by e-mail at mello@posteo.net or complete the form below with your order number and contact details.