FAQs
Questions about getmello.co.uk? Find your answer below!
Shipping FAQs
1. What shipping options do you offer?
We offer two shipping options through Royal Mail:
- Royal Mail Tracked 24: Costs £3.49 and typically delivers within 1-2 working days.
- Royal Mail Next Day Guaranteed by 1pm: Costs £8.99 and guarantees next working day delivery by 1pm.
2. Do you offer free shipping?
Yes, we offer free shipping based on the order value:
- Free Royal Mail Tracked 24 shipping on orders over £65.
- Free Royal Mail Next Day Guaranteed by 1pm on orders over £150.
3. What is the cut-off time for same-day dispatch?
Orders placed before 2:30 pm (Monday to Friday) will be dispatched on the same day. Orders placed after this time will be dispatched the next working day.
4. Do you ship internationally?
No, we currently only ship within the UK.
5. How can I track my order?
Once your order is dispatched, you will receive a tracking link via email. You can also opt to receive updates via SMS if you provide your mobile number during checkout.
6. What should I do if my package is lost or damaged?
If your package is lost or damaged during transit, please contact us at hello@getmello.co.uk or via WhatsApp at +44 7944 945813. We will investigate and either offer a replacement or process a refund depending on the situation.
Returns and Cancellations FAQs
1. Can I cancel my order?
Yes, you can cancel your order up until 2:30 pm on the day of dispatch. After this time, the order will be with the courier, and we will not be able to cancel it.
2. Are there any fees for cancelling my order?
There are no cancellation fees, but if your order has already been dispatched, the postage cost cannot be refunded.
3. What is your return policy?
You can return unopened items within 7 days of receiving them. Please contact us at hello@getmello.co.uk to initiate a return. We will provide a return label, but it is your responsibility to ensure the item is returned to us.
4. Who covers the cost of return shipping?
We cover the cost of return shipping. A return label will be provided, but you must ensure the item is returned to us. We will inspect the returned item before processing a refund.
5. How long does it take to process a refund?
Refunds are processed once we receive and inspect the returned items. It typically takes 3-5 working days for the refund to appear in your account.
Product FAQs
1. Are your products suitable for everyone?
Our products are intended for use by individuals over the age of 18. We do not recommend using our CBD products without first consulting a healthcare professional, especially if you have a medical condition or are taking medication.
2. What should I do if I receive a defective product?
If you receive a defective product, please contact us immediately at hello@getmello.co.uk or via WhatsApp at +44 7944 945813. We will guide you through the next steps, which may include disposing of the product and receiving a refund.
Order and Payment FAQs
1. What payment methods do you accept?
We accept payments via debit or credit card.
2. How will I be notified about my order status?
You will receive notifications via email regarding your order status, including confirmation of dispatch and tracking details. You can also opt-in for SMS notifications.
Miscellaneous FAQs
1. Do you ship on weekends or public holidays?
No, we do not dispatch orders on weekends or public holidays. Orders placed during these times will be processed on the next working day.
2. Is there a minimum order value to qualify for shipping?
There is no minimum order value for shipping. However, to qualify for free shipping, your order must meet the thresholds of £65 for Royal Mail Tracked 24 and £150 for Royal Mail Next Day Guaranteed by 1pm.