FAQ
Frequently asked questions
Purchase Enquiries
Business hours
Our business days are Mondays to Fridays, excluding Saturdays, Sundays & Public Holidays.
The cut off time for all orders is 11.00 am on business days.
Processing orders
Orders made before the cut off time will be processed on the same day.
Any orders made after the cut off time will be processed on the next business day.
Modifying or cancelling orders
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.You may, however, arrange for exchange after you have received your orders.
Please refer to our Exchange & Returns Policy.
Tracking orders
You may email us at customerservice@mellow.com.my, quoting your order ID number to check on the order status.
We will respond as soon as possible.
Refunds
We regret that returns and refunds cannot be accommodated.
Discounted price and Sale items are not eligible for exchange and/or refunds.
We do our best to ensure that our products are free of any manufacturing defects and our procedure is to check the items before delivery to the customer to ensure everything is in order and in good condition.
Please refer to our Return Policy for more information.
Payment Enquiries
Payment gateway
We use BillPlz and iPay88 as our payment gateway.
Direct bank transfer
We also accept direct bank transfers. Please send us confirmation of payment to orders@mellow.com.my or WhatsApp to 019-213 9627 to enable us to process your order as soon as possible.
Our bank account details below.
Mellow Sun Sdn Bhd
Public Bank
Account No: 3171917725
Shipping Enquiries
How much is shipping?
There will be a flat rate charge of RM7.00 for West Malaysia and RM13.00 for East Malaysia.
Any free shipping?
Yes. You will get free shipping for orders above RM100.00 (West Malaysia) & RM150.00 (East Malaysia).
When is the parcel shipped out?
We will pack and hand over your parcel to the courier in 1 - 2 working days. Customers will receive their parcel within 3 - 5 working days.
How do I track my item(s)?
Once your order has been fulfilled, you will receive an email in which you can track the exact whereabouts of your order.
We use Poslaju as our courier of choice. Please use the link below to track your order.
Poslaju Malaysia:
https://www.poslaju.com.my/track-trace-v2/
Delivery failure
Please ensure the shipping address provided is correct. Parcels and non-deliverables will be returned to Mellow.
In such cases, you will be charged the ‘return-way’ costs (as charged by the courier company), in addition to the original shipping charges that will be paid by us to resend the order to you.
Account Enquiries
Do I need an account to make a purchase?
No, you don’t. You can checkout as a guest without having to create an account.
Why do I need an account?
A personal dashboard.
Your billing and shipping addresses are saved without having to key them again for repeat orders.
You can view all your past orders.
You can track your parcel.
How do I register for an account?
If you are buying from us for the first time, you can create an account on the Checkout page.
If you are a returning customer, proceed to the Login page.
How do I change my password?
You can edit your account details and password after you have logged in.
Alternatively, you can use the link provided above.
I lost my password. How do I get a new one?
Head to the lost password section to reset your password.