FAQs

ORDERS

1. Can I cancel or modify my order?

If you need to cancel or change your order, get in touch with us as soon as you can. If your order hasn't been prepared or shipped yet, we'll do our best to sort it out before it goes.

If it's already with the courier, any changes will be down to them. You can contact them directly using your tracking info, and if you need us, we're here to help.

2. Can I change my delivery address?

If your order hasn't shipped yet, reach out as soon as possible and we'll see if we can update the address before we pack it up.

If it's already with the courier, you'll need to contact them directly to request the change. If you need a hand, we'll do our best to help.

3. My order arrived damaged. What should I do?

We're really sorry about that. Please get in touch as soon as possible with your order number, a few photos of the package and the products, and a short video showing what arrived.

To look into it, we'll need to verify your purchase, so please hold on to your receipt, invoice, or proof of payment and include it with your message so we can find it quickly.

Once we have everything, we'll get back to you to sort it out. Sorry for the hassle, and thanks for helping us look into it.

4. I received an incorrect or missing item. What should I do?

We're really sorry about this. Please contact us with your order number, some photos of the package and the items you received, and a short video of the contents. We'll also need your receipt, invoice, or proof of payment to check the order in our records.

Once we have everything, we'll review the order and get back to you as quickly as we can. Thanks for your patience, and sorry for the trouble.

SHIPPING

5. How much does shipping cost and where do you ship?

We currently ship to Spain and several European countries. Shipping costs depend on your destination, the service you choose, and the weight of your order. All our prices include VAT.

🇪🇸 Spain* — Free shipping on orders over €50

* Spain mainland only. We do not currently ship to the Canary Islands, Balearic Islands, Ceuta or Melilla.

🇪🇺 EU Zone 1 — Germany, Belgium, France, Italy* (83 provinces), Luxembourg, Netherlands

* Italy (EU Zone 1) covers northern and central Italy: Lombardy, Veneto, Tuscany, Lazio, Piedmont and all other regions not listed in EU Zone 2 (83 out of 110 provinces).

🇪🇺 EU Zone 2 — Austria, Croatia, Denmark, Estonia, Finland, Greece, Ireland, Italy* (27 provinces), Latvia, Lithuania, Poland, Sweden

* Italy (EU Zone 2) includes: Sicily (Agrigento, Caltanissetta, Catania, Enna, Messina, Palermo, Ragusa, Siracusa, Trapani), Sardinia (Cagliari, Carbonia-Iglesias, Medio Campidano, Nuoro, Ogliastra, Oristano, Olbia-Tempio, Sassari, Sud Sardegna, Villacidro-Sanluri), Calabria (Cosenza, Catanzaro, Crotone, Reggio Calabria, Vibo Valentia), Basilicata (Matera, Potenza), Campania (Avellino, Benevento, Caserta, Naples, Salerno).

We do not currently ship to: Andorra, Bulgaria, Romania, Malta, Cyprus, Switzerland, Norway, Iceland, Liechtenstein, United Kingdom and Portugal.

Shipping rates are also shown at checkout before you complete your order.

6. When will my order be shipped?

We usually prepare orders within 2 working days of receiving and confirming your payment. Once it's ready, we hand it over to the courier you selected. During launches, promotions, or busy periods, it might take a little longer — if that happens, we'll let you know.

7. How long will delivery take?

Delivery times depend on your country and the shipping option you chose at checkout. We're working on expanding our services to offer faster delivery to more destinations. Once your order ships, you'll get a tracking link by email with the latest updates.

8. How can I track my order?

When your order leaves our warehouse, you'll get a shipping confirmation email with a tracking link. Use it to follow your delivery directly with the courier.

If you can't find the email or have any trouble with tracking, just get in touch and we'll help you out.

9. What happens if I'm not home when my order arrives?

If you're not in, the courier will handle it depending on the service and destination — they may try again or leave it ready for collection. Check your tracking link for the options available. If you need help, feel free to reach out.

10. My order shows as delivered but I haven't received it. What should I do?

If tracking says it's been delivered but you haven't got it, your first step is to contact the courier using your tracking info. They can check the delivery details and confirm where and when it was delivered. If you're still stuck after that, reach out to us and we'll look into it with you.

11. Are there any customs fees or extra taxes?

We currently ship within the European Union and all our prices include the applicable VAT. We don't ship to destinations that require special customs or tax arrangements. We regularly review our options and hope to keep adding more destinations.

RETURNS

12. How do I make a return?

You can find the full return process and conditions in our Return Policy.

To process a return, we'll need to verify your purchase using your receipt, invoice, or proof of payment. We may also ask for a few photos and a short video to confirm the product meets our return conditions.

13. When will I get my refund?

Once we receive and check the returned item, we'll process your refund to the same payment method you used, in line with our Return Policy. After that, how long it takes to show in your account depends on your bank or payment provider.

PRODUCTS

14. My product arrived damaged, is faulty, or I got the wrong item. What should I do?

We're so sorry to hear that. Please get in touch with your order number, some photos of the product, and a short video showing what you received. We'll also need your receipt, invoice, or proof of payment to verify the purchase.

While we look into it, please keep the product and packaging as they arrived and, if possible, don't use the item. Once we have what we need, we'll reach out to let you know the next steps. Sorry for the inconvenience and thank you for your help.

15. How should I care for and clean my product?

Each product has its own care needs. You'll find specific cleaning, care, storage, and usage tips in each product's description on our website. We always recommend following those instructions and only using products for their intended purpose. Incorrect use, improper storage or cleaning, or not following the care instructions may affect your warranty if the damage is a direct result.

16. Do your products have a warranty?

Yes. All our products come with the applicable legal warranty under Spanish and European regulations. This covers defects or lack of conformity as set out by law. It doesn't cover damage from misuse, accidents, modifications, excessive wear, or failure to follow care instructions where the damage results directly from that. For any warranty claim, you'll need proof of purchase — a receipt, invoice, or payment confirmation.

STOCK & RESTOCKS

17. When will an out-of-stock product be back?

We work with limited quantities and some products can sell out fast. If something's out of stock, you can join the waitlist to be notified when it's back.

Waitlists also help us understand demand and decide how much to restock. It means we can keep inventory balanced, produce more thoughtfully, and avoid waste. Your interest genuinely shapes those decisions and helps us build Mellow in a more responsible way.

PAYMENTS

18. What payment methods do you accept?

We accept credit and debit cards (Visa, Mastercard, Amex) and PayPal. The available options will be shown at checkout before you complete your order.

19. How do I use a discount code?

Enter your discount code at checkout before completing your order. Only one code can be used per order, unless stated otherwise. If it's not working, double-check it's been entered correctly and is still valid. If everything looks right and it still won't work, get in touch and we'll take a look.

MELLOW CLUB

20. What is Mellow Club and how can I join?

Coming soon! We can't share a date just yet, but something's on the way. Stay tuned.

STUDIOS & PROFESSIONALS

21. Do you work with Pilates studios, fitness centres, or professionals?

Yes! We're open to working with Pilates, fitness, and wellness studios, as well as other professionals who want to bring Mellow into their space. If that sounds like you, get in touch through our contact form and tell us a bit about your project. We'd love to hear from you.

CONTACT

22. How can I get in touch with Mellow?

If you have any questions about an order, our products, shipping, or returns, you can reach us via the chat on our website or by email at support@mellowshop.net.

Our team is available Monday to Friday, 10am to 2pm. We'll get back to you as soon as we can.