Contact

It is your responsibility to know our shipping terms and conditions and returns policy. 

Please allow 2-5 days for a return email if your query is urgent please mark your heading as urgent and reason why in heading caption. 

Packing time is 2-5days for standard lives and purchases.

Shipping Process - 

Please note as soon as payment is received your order is then put into the queue for packing this maybe 24 hours depending on when payment is made. 

Which then your order is packed - booked for shipping and then courier is booked (this service is currently taking between 12-24hours to pick up 80% of our parcels) If your parcel has not moved within the system for 72 hours or changed status please call courier post or the courier company assigned to your courier.

We use the following companies depending on backlog and rural shipping within different companies.

New Zealand Post / Post Haste / DHL / FEDEX are our preferred courier options 

Due to the nature of packing fragile items and this being a slow process we have longer shipping times than most companies. From time to time this may be a slower process in which customers will be notified (e.g when we have a clearance sale)

Damaged and Broken Items:

From time to time breakages and damage do happen even with the upmost care we take in packaging.

Please notify us if this has happened, please send us a photo of your broken item and a photo of all the packaging this is important for a courier damage claim, we will contact the courier company for them to collect the item (they have a damaged product policy to where they collect the item and evaluate what happened) Following this we will arrange replacement as our first option, if replacement is unable to happen we will issue you with a store credit or refund (due to the vast difference in different pieces we will be unable to offer a replacement of the same item unless we have several of the same item). 

It is your responsibility to know your country’s duties and taxes and this is your responsibility to pay. 

A live Instagram sale will never be included in a sale please note if a mistake occurs where your live sale has been discounted your items will not be shipped till the difference is paid. 

As we are a home business we do not allow pick ups due to health and safety. 

CONTACT FOR SHIPPING AND RETURNS: hello@mellomood.co.nz

Items are unable to be returned if you change your mind. However if at the discretion an item is accepted for a return we will issue you with store credit.

Returned items must be returned at the customers expense and refund packaged correctly so no damage is incurred. Once a credit is ready to be issued we will notify you by email (please note that once the item has been received this can take up to 10working days to process a credit).

DAMAGED ITEMS

While you all care is taken to prevent breakages this does occur from time to time. Returns for items that are damaged (Returned at the customers cost) item must be returned in substantial packaging to prevent further damage (this item will be sold as a seconds piece) once the item is received back to us we will issue 1) a replacement item like for like or similar if no piece is similar we will offer a credit voucher. Exchanges and vouchers may take up to 10days to process.