Refund policy

We hope you love your Mellow order. If something isn't quite right, we're here to help.

Returns & Exchanges

We accept returns on eligible non-food items within 14 days of delivery.

To be eligible for a return or exchange, items must be:

Unused and unopened
In their original condition and packaging

Please note that return shipping costs are the responsibility of the customer, unless the item arrived damaged or you received the wrong item.

To start a return or exchange, please email hello@iheartmellow.com with your order number, and we'll provide you with the next steps.

Food Products

Due to food safety regulations, all tea products are final sale and cannot be returned or refunded.

This includes:

Matcha tins
Houjicha tins
Matcha refill pouches
Houjicha refill pouches

If your order arrives damaged or there is an issue with your purchase, please reach out to us—we're always happy to help.

Damaged or Incorrect Orders

We carefully inspect and pack every order before it leaves our facility. If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.

Please email hello@iheartmellow.com and include:

Your order number
A brief description of the issue
Clear photos of the damaged or incorrect item, along with the packaging

We'll review your claim as quickly as possible and, where appropriate, arrange a replacement or refund.

Lost Packages

Once your order has been shipped, it is in the hands of the shipping carrier. If your package appears to be delayed or lost in transit, please contact us at hello@iheartmellow.com, and we'll do our best to assist with tracking your shipment.

Please note that we cannot offer refunds or replacements for packages that have been marked as delivered by the shipping carrier.