Shipping policy
1. Shipping destinations
The United States is our primary market. We also deliver to the international destinations listed below.
North America: United States, Canada.
Europe: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom.
Asia-Pacific: Australia, Hong Kong SAR, Japan, Malaysia, New Zealand, Singapore, South Korea.
Middle East: Israel, United Arab Emirates.
The destinations available at any given time are those presented in the address step at checkout. Where a destination does not appear at checkout, we are unable to accept orders for delivery to that location.
2. Order processing
Orders are released to fulfilment once payment has been authorised and the order has passed our standard verification checks. Orders received on weekends or on public holidays are processed on the next business day. During promotional periods and peak seasons, processing may take longer than usual.
We reserve the right to place an order on hold, or to cancel and refund it in full, where address verification, payment authorisation or stock availability prevents us from fulfilling it. Where this occurs we will notify you using the contact details supplied with the order.
3. Shipping methods, rates and delivery estimates
Shipping charges are calculated at checkout on the basis of the delivery address and the service selected. Delivery estimates are measured from the date of dispatch, not the date the order is placed, and are stated in business days excluding weekends and public holidays.
United States
| Service | Rate | Estimated delivery |
|---|---|---|
| Standard | $4.99 USD — free on orders of $70.00 USD or more | 8 to 12 business days |
| Express | $8.99 USD — free on orders of $70.00 USD or more | 5 to 8 business days |
International
| Service | Rate | Estimated delivery |
|---|---|---|
| Standard | $6.99 USD — free on orders of $70.00 USD or more | 8 to 15 business days |
| Express | $9.99 USD — free on orders of $70.00 USD or more | 5 to 8 business days |
All prices and shipping charges are stated and processed in United States dollars. The rate displayed at checkout is the rate that applies to the order. Applicable taxes are calculated and displayed at checkout.
Delivery estimates are provided in good faith for guidance only and do not form part of the contract of sale. Transit times are determined by the carrier and may be affected by carrier capacity, weather, public holidays, peak trading periods, security screening, border processing and address verification. We do not guarantee delivery on any specific date and are not liable for delays arising once an order has left our facility.
4. Shipping confirmation and tracking
A shipping confirmation email is issued when an order is dispatched. Where the carrier provides tracking for the selected service, tracking details are included in that email. Tracking information may take up to one business day to display carrier scan events after dispatch, and international shipments may show reduced scan detail while in transit between carriers. Guidance is also available on our Track Your Order page.
5. Accuracy of delivery information
It is the responsibility of the customer to provide a complete and accurate delivery address at checkout, including any information required by the destination country such as a postal code, province or recipient telephone number. Amendments can generally be accommodated only before an order is released to fulfilment. Once an order has been dispatched, the delivery address cannot be changed.
Where a shipment is delayed, returned to us or lost as a result of an incorrect or incomplete address supplied at checkout, we are unable to accept liability for the resulting delay, and any re-shipment may be chargeable.
6. Delayed shipments
Where tracking has not recorded a scan event for an extended period, or a shipment has materially exceeded the estimated delivery window, please contact us quoting your order number. We will raise an enquiry with the carrier and work with you towards a resolution.
7. Lost shipments
Shipments confirmed as lost in transit by the carrier will be replaced or refunded at our discretion, at no cost to you. Carriers ordinarily require a minimum period to elapse before a shipment may be formally declared lost, and this period is generally longer for international services; we will advise you of the applicable timeframe when the enquiry is raised.
8. Shipments recorded as delivered but not received
Where tracking records a shipment as delivered but it cannot be located, we ask that you first check with other members of the household, around the delivery address and with immediate neighbours, and allow a further business day, as carriers occasionally record delivery in advance of the final drop. If the shipment remains missing, please contact us quoting your order number so that we may open an investigation with the carrier.
9. Damaged shipments
Where an order arrives damaged, please contact us as soon as reasonably possible, and in any event within the return window set out in our Returns & Exchanges policy, providing your order number together with photographs of the outer packaging and the affected item. Damage occurring in transit is remedied at no cost to the customer.
10. Refused and undeliverable shipments
Shipments refused at the point of delivery, or returned to us as undeliverable, will be processed as a return on receipt. Refunds in these circumstances are issued for the value of the goods; original shipping charges are non-refundable save where the shipment was undeliverable through our error.
11. Partial and split shipments
Orders containing multiple items may be dispatched in more than one shipment. Where this occurs, separate tracking details are provided for each shipment and no additional shipping charge is applied.
12. Amendments to this policy
We may amend this Shipping Policy from time to time to reflect changes to our carriers, service levels, destinations or operational arrangements. The version published on this page at the time an order is placed is the version that applies to that order.
13. Contact
Enquiries relating to shipping or to a specific order should be directed to mellowlune8@gmail.com, quoting the order number. Our team will respond as soon as possible.