Frequently Asked Questions (FAQs)

Placing an order and shipping

How do I keep track of my order?

  • You'll get an email with a tracking number once your order ships. You can also check the status on our Order Tracking page on mellokids.com.

Do you ship for free?

  • Yes, we do offer free shipping in the United States.

When will you process my order?

  • We try to process all orders within 1 to 2 business days, not including weekends and holidays.

When do you stop taking orders?

  • Orders placed after 4:00 PM (GMT-8, United States time) will be processed the next business day.

Refunds and Returns

What is your policy on returns?

  • If the item is unused and in its original packaging, we will accept returns within 30 days.

Who is responsible for the cost of return shipping?

  • The customer pays for shipping if they want to return something because they changed their mind. Mellokids will pay for the shipping costs to send the item back if it is broken or not working.

Can I trade something instead of giving it back?

  • We do not allow direct exchanges. Please make a new order and send the old one back for a refund.

Paying and Billing

What kinds of payments do you take?

  • We use Visa, Mastercard, Maestro, Dinners Club, Discover, American Express, Google Pay, Apple Pay and PayPal, which allows customers to make secure payments. All transactions are protected by advanced encryption and meet PCI DSS security standards.

When will I have to pay?

  • You will be charged when your order is confirmed and the payment is processed successfully.

What will happen if my payment doesn't go through?

  • The order will be cancelled if the payment doesn't go through. You can either try to pay again or place a new order.

How do you deal with refunds?

  • Our Return & Refund Policy states that approved refunds are always issued back to the original payment method used for the purchase. 

Contact

We are always happy to help if you need it or want to get in touch with our team. To get in touch with us directly, please use the information below:

Call us at +44 7426 068672
Email us at contact@mellokids.com.
Company Address: 72A Stone Nullah Ln, Wan Chai, Hong Kong
Warehouse Address: 27 Marlowe Street, Camberwell, London, SE5 8TR United Kingdom

Hours of Operation:

Monday through Friday, from 9:30 AM to 5:00 PM (GMT-8)

Saturday through Sunday, 10:00 AM to 4:00 PM (GMT-8)
We try to answer all questions within 12 hours on weekdays and 24 hours on weekends.