TERMS & CONDITIONS

Welcome to melow. By using our website and placing an order, you agree to the terms and conditions outlined below. Please read them carefully before making a purchase.

General

This website is operated by melow. Throughout the site, “we”, “us” and “our” refer to melow. We provide products made to order and fulfilled on your behalf once an order is placed. By accessing or purchasing from our website, you agree to be bound by these Terms & Conditions.

Payment

All prices on our website are listed in GBP (£) and include VAT where applicable. Payments are processed securely via Stripe, allowing customers to pay using major debit and credit cards. Orders will not be processed or fulfilled until payment has been successfully received.

Returns

Each product is printed to order. As every item is made specifically for you, we do not accept returns or exchanges unless the product is faulty. Please ensure that all product details, sizing, color selections, and shipping information are correct before placing your order, as changes cannot be guaranteed once production has begun.

Product images and descriptions

Please note that the colour of images shown on this website may be affected by the technology used to access it. Whilst we do our best to faithfully reproduce colours, some variation may occur. Product descriptions are taken from our suppliers and are, to the best of our knowledge, as accurate as possible. We occasionally check with suppliers to make sure our descriptions are accurate, but cannot guarantee that all product descriptions are accurate at all times. If you are in doubt, or have any questions about product descriptions, we advise you to contact our support team to check the information is accurate before purchasing a product.

Accepting orders and security

You must contact us within 12 hours of placing your order to make any changes, after this period no changes can be made. We cannot replace or refund any orders that are incorrect if they have been printed according to the details you confirmed when the order was placed.

Order processing

Orders are processed from the date and time of payment received, not the date and time it was placed. Our quoted turnaround time is 3 to 5 working days. A working day starts at 9am and ends at 5pm, Monday to Friday. UK Bank Holidays are not included as a working day. This turnaround time is not to be taken as a guarantee of production times and should be taken as an estimate. No compensation will be offered for any orders that fall outside of this production estimate.

Delivery

All prices exclude delivery and we ship worldwide.

Our deliveries in the UK mainland are contracted to outside carriers who deliver Mondays to Fridays (excluding public holidays) between the hours of 8:30 AM and 5:30 PM. A premium Saturday AM (9:00 AM to noon) delivery is available, at an additional charge of £5 per delivery; if you require this service, it must be specified at the time of ordering. Evening and Sunday deliveries are not available.

A special, or next-day delivery service does not guarantee that you will receive your item the day after placing the order, however does gurantee that you will receieve the item the following working day after it has been dispatched.

Some deliveries must be signed for and you should keep your receipt. If goods are showing obvious signs of damage in transit upon receipt, please refuse to accept the delivery.

No compensation will be offered for any orders that take longer than the quoted times to be delivered. These quotes are based on estimates from our couriers and as such, they should not be taken as a guarantee of delivery.

missing parcels must be reported to our customer support team within 60 days of shipment to be eligible for a refund or replacement.

If a shipping address is inaccurate or incomplete, the order will not be eligible for a refund or replacement.

If an order is reported as missing after 60 days of shipment, the tracking will no longer be available to investigate with the courier, and the order will not be eligible for refund or replacement.

Cancellations

Due to the bespoke nature of most of the products we sell, all cancellations must be requested within 12 hours of your order being placed. After this time, your order will have entered production. If your order has already entered production within 12 hours of your order being placed then acceptance of cancellation requests will be made at our discretion.

If your product, print, embroidery or any other embellishments are defective in any way, please refer to our Faulty Goods policy.

Occasionally we may need to contact you about your order so please make sure the email address you have registered with is monitored. If we do not receive any response from you regarding the order after a two week period we will cancel it and refund to the original payment method. If you have ordered multiple products we will process, print and pack as normal - only the products we are contacting you about will be cancelled and refunded, the rest will be shipped after the two week period.

Transit damage

unfortunately can occur. If your purchase is showing obvious signs of transit damage upon delivery, please refuse to accept delivery and notify us immediately. If damage is only evident upon opening of packaging, then you must inform us within 48 hours of receipt. In either case, we will then arrange re-delivery of replacement goods as soon as possible.

Faulty goods

If your goods develop a fault within 28 days of delivery (including goods delivered with a print or manufacturing fault), the goods may be returned for either refund in full, or replacement. Replacement only is offered after 28 days and before 12 months.

In all queries relating to faulty goods we require customers provide photographic evidence so we can investigate the issue. Once a photo has been received we will investigate and decide whether to accept or reject your claim of a fault. Please note that we judge faults based on a tolerance of up to 2.5cm / 1 inch for print positioning and garment manufacture. These promises do not apply to faults caused by accident, neglect or misuse.

Due to variations during the manufacturing process, or differences in size between garment size variants, we cannot guarantee that the print file uploaded to a product can be printed to the size requested. Typical examples of this are smaller variants of women's t-shirts, where the product is not long enough to accept a 32 x 50cm print. In an effort to standardise all print boundaries these variants use the same 32 x 50cm print boundary as larger variants of the same product, but a print at that size may not be achievable. In this situation we will reduce the print file size by up to 15% to achieve a print that fits on the garment. This may result in the physical product not matching the mockup, but we will not consider this product as faulty and no refund/­replacement will be offered unless a genuine fault with the print or garment is present.

Legal

Sales on this web site are governed by English law and you agree to submit any dispute to the non-exclusive jurisdiction of the English courts. All orders are subject to these terms and conditions and no amendments will be accepted by us. These terms and conditions do not affect your legal rights.

We are required by law to tell you that sales can be concluded in English only and that we do not file copies of customer contracts.

Contact Us

If you have any questions about these Terms and Conditions, You can contact us: