Shipping Policy
1. Order Processing
Orders are processed within 1–3 business days from the date of purchase. Orders placed on weekends or public holidays will be processed on the next business day. Once your order has been shipped, you will receive a shipping confirmation email with tracking information when this information is available.
2. Shipping Destinations
We currently ship to mainland Spain and several countries within the European Union, including Germany, Belgium, France, Italy, Luxembourg, Netherlands, Austria, Croatia, Denmark, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Poland and Sweden.
At this time, we do not ship to the Balearic Islands, Canary Islands, Ceuta, Melilla, Andorra, Bulgaria, Romania, Malta, Cyprus, Switzerland, Norway, Iceland, Liechtenstein, the United Kingdom or Portugal.
Mellow may expand its shipping destinations in the future. Any new destination will be subject to the applicable shipping conditions, costs, taxes and requirements.
3. Shipping Rates
Orders of €50 or more qualify for free standard shipping within mainland Spain. For orders below €50, shipping costs will be calculated and displayed during the checkout process before payment is completed. All prices include applicable VAT.
4. Estimated Delivery Times
Mainland Spain
- Standard shipping: 3–5 business days
- Locker InPost: 5–8 business days
- Express: 1–2 business days
EU Zone 1 — Germany, Belgium, France, Italy, Luxembourg, Netherlands
- Home delivery: 3–5 business days
- Pickup point: 5–8 business days
EU Zone 2 — Austria, Croatia, Denmark, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Poland, Sweden
- Home delivery: 3–5 business days
- Pickup point: 5–8 business days
Delivery times are estimates and may vary due to circumstances related to transportation, weather conditions, periods of high demand, logistical incidents or other circumstances beyond Mellow's reasonable control. If a delivery is delayed, Mellow will act in accordance with the consumer rights and remedies provided by applicable law.
5. Customs, Taxes and Additional Charges
Shipments from Spain to other countries within the European Union are generally not subject to customs duties at internal EU borders. Applicable taxes will be handled in accordance with the tax regulations applicable to the destination. All prices displayed in our store include applicable VAT where legally required.
We do not currently ship to the Canary Islands, Ceuta or Melilla. These destinations may be added in the future once their applicable tax, customs and logistical requirements have been properly established.
6. Order Tracking
Once your order has been shipped, you will receive an email containing tracking information when this information is provided by the shipping carrier. You can use the tracking number or link provided to check the status of your shipment through the carrier's platform. In some cases, tracking information may take some time to update after the order has been shipped.
7. Delivery Issues, Delays and Undelivered Parcels
If your order has not arrived within the estimated delivery timeframe, please contact our Customer Service team at support@mellowshop.net. Please include your order number so that we can locate your shipment and investigate the issue with the carrier.
If a parcel is lost, damaged during transportation or any other delivery issue occurs, Mellow will handle the situation in accordance with applicable law and the rights available to the consumer. For consumer purchases, the risk of loss or damage to the products remains with Mellow until you, or a third party designated by you other than the carrier, acquire physical possession of the products.
8. Delivery Address
The customer is responsible for providing a correct and complete delivery address during the checkout process. If you need to change your delivery address after placing an order, please contact our Customer Service team as soon as possible at support@mellowshop.net.
We will do our best to accommodate the request, but we cannot guarantee that an address can be changed once the order has been processed or handed over to the shipping carrier. If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional reshipping costs may apply.
9. Contact
For any questions regarding shipping or delivery, please contact our Customer Service team at support@mellowshop.net. Please always include your order number so that we can assist you as quickly as possible.