Shipping & Return

We're thrilled you've chosen to shop with us! In this guide, you'll find everything you need to know about how we handle your orders. From our local workshop in Toronto to your doorstep, we ensure every step in your shopping journey is handled with care and attention. Happy shopping!

 

Please Note: All prices and fees mentioned in this policy are in US Dollars (USD). Please use this currency converter to calculate the equivalent in your local currency.

 

Shipping & Processing

 

  • Dispatch Location: All orders are dispatched from Toronto, Canada.
  • Processing Time: Since our items are handmade with love, please allow 5-10 business days (1-2 weeks) for us to craft and package your order.
  • Tracking Information: You’ll receive a tracking number as soon as your package is ready to ship. Please allow up to 24 hours for the tracking number to be updated in the tracking system.

 

US & Canadian Orders

  • Standard Shipping (3-7 business days): $6.95 USD
  • Free Shipping on Orders Over $79 USD
  • Express Shipping (2-4 business days): $15.95 USD 

*please note: Delivery timeframes are estimates and not guaranteed. Please note that carriers may take longer in some cases.

 

International Orders

  • Standard Shipping (7-21 business days): $12.95 USD
  • Free Shipping on Orders Over $120 USD
  • Express Shipping (2-6 business days):  $49.95 USD via UPS Worldwide Express Saver

Availability of express shipping options depends on the destination and will be confirmed during checkout after entering your shipping address.

    Countries We Serve: 
    United States, Canada, Australia, Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, Türkiye, Mexico, and Romania.

    Duties: Duties may apply according to your country's policies and are payable upon receiving the product.

     

    Order Adjustments & Cancellations

    If you need to make any changes or cancellations, email us immediately at contact@mellow.ca. We’ll do our best to accommodate your request, though we reserve the right to decide whether you can cancel or change the order.

     

    Return & Refund Policy

     

    US & Canada Orders

    • Eligibility: Returns are accepted within 14 days of delivery.

    • Returns: A $10 pre-paid shipping label and handling fee will be deducted from your refund.

    • Exchanges: A $17 handling fee applies to cover the cost of return shipping and shipping the new item back to you.

    • Exceptions: Personalized jewelry and final sale items cannot be returned.

    International Orders

    • Eligibility: Returns are accepted within 14 days of delivery.

    • Shipping: Buyers are responsible for covering return shipping costs.

    • Exceptions: Personalized jewelry and final sale items cannot be returned.

    Return Conditions (for all orders):

    • Jewelry must be unworn and show no signs of use (including perfume, scents, scratches, etc.).

    • All original packaging must be included.

    • Returns not meeting these conditions will not be accepted.

    How to Start a Return:
    Please contact us at contact@mellow.ca to initiate your return. We’ll provide instructions and, if applicable, a pre-paid shipping label.

    Processing Time:
    Refunds are processed within 1–2 weeks after we receive your return. You’ll receive a confirmation email once your refund is issued.

     

    Special Notes

    • Address Accuracy: Please double-check your shipping address. Inaccurate addresses may result in undeliverable or missing packages, and we do not offer reshipments in such cases.
    • Eligibility for Free Shipping: To qualify for free shipping, your order must reach or exceed the predetermined amount after applying all discounts and promotions.
    • Estimated Delivery: Times are subject to change due to holidays, customs processing, weather conditions, and other unforeseen delays.
    • Customs/Duty Fees: When ordering internationally, please be aware that customs or duty fees may apply to your shipment. While many packages are processed without any additional charges, some may incur fees depending on your country's customs policies. Please understand that these charges are beyond our control, and we cannot assume responsibility for any customs taxes on international orders.
    • Signatures & Tracking: No signature is required upon delivery; tracking is provided for convenience.
    • Undeliverable Packages (Canada and US Orders Only): If a package becomes undeliverable due to an incorrect address, we may offer a reshipment option for an additional shipping fee.
    • Lost/Stolen Packages: Mellow cannot be held responsible for packages that are lost, damaged, or stolen after delivery. If you face such issues, please contact your local postal service immediately.

    • Returns for Klarna Purchases: For orders placed through Klarna, customers have the right to a free return for a full refund within 14 days of delivery, provided the item is unopened and unused for sanitary reasons.

      • Return Address: 815 Major Mackenzie Dr. E – Unit 12, Suite 266, Richmond Hill, ON, L4C 9X2

      • Note: Restock fees, store credit, or exchanges do not apply to Klarna purchases. Refunds will be issued within 14 business days after we receive the return.