Orders

 

Where is my order?
Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You should also receive a tracking link in this email, so please check this out for any delivery updates. The tracking is dependent on the shipping service used for your order. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at contact@mellowturtle.com or by using the form on our Contact Us page.

 

Can I cancel my order?
Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, please review our Returns Policy.

 

Can I amend my order once it has been placed?

As soon as you place your order, our dispatch process works quickly. If you need to change the order, please contact us by emailing contact@mellowturtle.com or by using the form on our Contact Us page with a subject heading “Order amendment”. However, please note that once the order has been dispatched we will not be able to make any amendments to it. You can however place another order, and return any unopen, unwanted items. Please refer to our Returns Policy

 

What can I do if my order is going to the wrong address?
Please contact us by emailing contact@mellowturtle.com or by using the form on our Contact Us page with a subject heading “Wrong delivery address” so we can attempt to contact the courier to return the parcel back to us for a refund.

 

Where is my order confirmation?
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

 

What should I do if my order is missing?
If you are in the UK and have not received your order within the allotted delivery time frame, please notify us by email at contact@mellowturtle.com or by using the form on our Contact Us page within 21 days of the date on which you ordered the products. After this time has elapsed, Mellow Turtle reserves the right to decide whether to send our replacement item(s) for you. For international customers, please allow up to 16 working days before contacting us regarding a missing order.

 

What do I do if I've received the wrong item?
If you’ve received the wrong item in your order and you're a UK customer, please refer to our Returns Policy. If you want to replace the item, please contact us at contact@mellowturtle.com or by using the form on our Contact Us page with the subject heading “Wrong Item” and we will help you. If you're an international customer, please email us at contact@mellowturtle.com or by using the form on our Contact Us page with the subject heading “Wrong Item” where we will be able to advise you further on the next steps.

 

There's an item missing from my order, what should I do?
If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at contact@mellowturtle.com or by using the form on our Contact Us page with the subject heading “Missing Item” and we will help you.

 

I purchased an item on pre-order, when will it arrive?
If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. This will also be repeated at checkout. Please allow 3-5 working days for your item to arrive after this dispatch date. If 5 days has elapsed after the proposed dispatch date please contact us at contact@mellowturtle.com or by using the form on our Contact Us page with the subject heading “Pre-order”.

 

I've brought a gift card, can I cancel or return it?
Unfortunately, our gift cards are non-transferrable and cannot be cancelled or returned.