Customer care
How can we help?
Answers about your mask, personalization, shipping, returns, and more.
mellooa Sleep Mask
Comfort, fit, and everyday use.
Yes. It is designed for back sleeping, side sleeping, and changing positions during the night.
The adjustable closure helps keep the mask securely in place while you move. For the most comfortable fit, take a moment to adjust it before bed.
The quiet fabric closure is designed to adjust gently without pulling or tangling hair.
It is designed to reduce incoming light and create a darker, calmer environment for rest. Because every face is shaped a little differently, coverage can vary slightly from person to person.
The mask is intended for adults. Never place a weighted product on or near an infant. If you have an eye condition or any other health concern, please check with your physician before use.
Personalization
Make your mask feel personal before adding it to your bag.
Choose Custom print on the product page, add your text, select a print color and style, then review the live preview before adding the mask to your bag.
Yes. The product preview updates as you personalize your mask so you can review the layout before checkout.
Contact us as soon as possible with your order number. Personalized masks enter production quickly, and once production begins we may not be able to make changes — so please double-check spelling before placing your order.
Care
Simple guidance for keeping your mask comfortable and ready for rest.
Yes. Your mask is designed for regular, everyday use. To keep it soft and comfortable, clean it gently and let it air dry — avoid bleach, harsh detergents, and high heat. Full care instructions are included with your mask.
Shipping & Delivery
Processing times, delivery estimates, and international orders.
Standard orders are usually processed within 2–3 business days. Personalized orders usually take 4–5 business days. You’ll receive a confirmation email with tracking as soon as your order is on its way.
Standard Shipping usually arrives within 7–15 business days after dispatch. Expedited Shipping usually arrives within 5–7 business days after dispatch. Delivery estimates vary by destination, customs clearance, carrier conditions, and local holidays.
Standard Shipping is $9.99. Orders of $50 or more after discounts and before taxes qualify for Free Standard Shipping. Expedited Shipping is $19.99 where available.
Yes — we ship to most countries and regions. If your destination appears at checkout, we can deliver to you. International orders may be subject to customs duties or local taxes, which are the recipient’s responsibility.
Contact us as quickly as possible. We can update the address before your order ships; once it has been dispatched, we can no longer guarantee a change.
Shipping Policy
Last Updated: July 21, 2026
Thank you for shopping with Mellooa. This Shipping Policy explains how your order is processed, prepared, shipped, and delivered.
1. Shipping Coverage
We ship to the countries and regions available at checkout. Shipping availability may vary by destination, product, carrier route, and checkout configuration. If your destination is not available at checkout, we are currently unable to ship to that region through our online store.
2. Order Processing Time
Standard orders are usually processed and prepared within 2-3 business days after payment is confirmed.
Personalized orders require an additional 2 business days and are usually processed within 4-5 business days.
During peak seasons, holidays, product launches, or promotional periods, processing may take longer.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
3. Shipping Fees and Estimated Delivery Time
Standard Shipping: $9.99, estimated delivery in 7-15 business days after dispatch.
Free Standard Shipping: available for orders of $50 or more after discounts and before taxes.
Expedited Shipping: $19.99, estimated delivery in 5-7 business days after dispatch.
Estimated delivery times are provided for reference only and may vary depending on destination, customs clearance, carrier delays, local holidays, and other factors outside our control.
4. Customs, Duties, and Import Taxes
For international orders, customs duties, import taxes, VAT, brokerage fees, or other local charges may be required by the destination country or region.
These charges are not included in our product prices or shipping fees unless clearly stated at checkout. Customers are responsible for any customs duties, import taxes, or local fees required by their destination country or region.
If a package is refused, returned, delayed, or abandoned because of unpaid customs duties, import taxes, or local fees, any refund or reshipment will be reviewed based on the carrier result and the actual costs incurred.
5. Tracking Information
Tracking information will be provided by email when available. Please allow time for the carrier to update tracking details after dispatch.
If your tracking information has not updated for several business days, please contact us and we will help check the shipment status.
6. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your shipping address, please contact us as soon as possible. We can only update the address before the order has been shipped.
Once an order has been dispatched, we cannot guarantee that the address can be changed or that the package can be redirected.
7. Lost, Delayed, or Returned Packages
If your package appears to be lost, significantly delayed, or returned to sender, please contact us with your order number and shipping details.
We will review the case with the carrier and help you find a practical solution. Resolution may depend on the carrier investigation result and the shipping address information provided at checkout.
8. Countries or Regions We Cannot Ship To
If your destination is not available at checkout, it means we do not currently offer shipping there through our Shopify checkout.
This may be due to carrier limitations, payment risk, sanctions, customs restrictions, local delivery reliability, or operational limitations. Please contact us before placing an order if you are unsure whether we can ship to your location.
9. Shipping and Returns
Shipping fees are non-refundable unless the issue is caused by an error on our side or a refund is required by applicable law.
For return eligibility, please refer to our Return and Refund Policy.
10. Contact Us
If you have questions about shipping, delivery time, customs duties, or whether we can ship to your location, please contact us at:
Returns & Refunds
Eligibility, personalized items, and refund timing.
You may request a return within 30 calendar days of delivery. The item must be unused, undamaged, and in its original packaging. Contact us before sending anything back; approved returns must follow the return instructions and address we provide.
Personalized items cannot be returned or exchanged for a change of mind. If the personalization is incorrect or missing, the item has a clear defect, or it does not match the details confirmed with your order, contact us within 7 calendar days of delivery with your order number and clear photos. Once we confirm the issue, we will provide a free remake or a refund and cover the related shipping costs. This does not limit rights available under applicable consumer law.
Contact us within 7 calendar days of delivery with your order number and clear photos of the item and packaging. Once we confirm the issue, we will provide a free replacement or remake, or a refund, and Mellooa will cover the related shipping costs.
For an approved change-of-mind return, the customer is responsible for return shipping. If the issue was caused by Mellooa — including a damaged, defective, incorrect, or incorrectly personalized item — Mellooa will cover the related shipping costs. Please do not send anything back before receiving return instructions.
Once your refund is approved, Mellooa completes refund processing within 3–5 business days and sends the funds to your original payment method. Your payment provider or bank may need additional time to post the refund to your account.
Return and Refund Policy
Last Updated: July 21, 2026
Thank you for shopping with Mellooa. We want our return process to be clear, fair, and easy to understand. Please review this policy before requesting a return, exchange, or refund.
1. Return Window
You may request a return for an eligible standard, non-personalized item within 30 calendar days of delivery, provided the item meets the eligibility requirements below.
2. Return Eligibility
To qualify for a return, the item must meet all of the following conditions:
- The item is unused, clean, undamaged, and in its original condition.
- The original packaging, tags, inserts, and accessories are included where applicable.
- You can provide proof of purchase, such as your order number or confirmation email.
For hygiene reasons, used sleep masks or personal comfort items cannot be returned unless they arrive damaged, defective, incorrect, or incorrectly personalized.
3. Personalized Items
Personalized items are made specifically for each customer and cannot be returned or exchanged for a change of mind.
If a personalized item arrives with incorrect or missing personalization, a clear defect, or details that do not match the information confirmed with your order, contact us within 7 calendar days of delivery. Include your order number and clear photos of the item and packaging.
Once we confirm the issue, you may choose a free remake or a refund, and Mellooa will cover the related shipping costs.
This personalized-item rule does not limit rights available under applicable consumer law.
4. Non-Returnable Items
The following items are not eligible for a change-of-mind return or refund unless required by applicable law or covered by the issue rules above:
- Used, worn, washed, altered, or customer-damaged items
- Personalized or custom-made items
- Gift cards
- Final sale or clearance items
- Items returned without prior approval
5. How to Start a Return or Report an Issue
Contact us at support@mellooa.com and include:
- Your order number
- The item involved
- The reason for your request
- Clear photos of the item and packaging for damage, defects, incorrect items, or personalization issues
Please do not send items back before receiving return instructions from us. Do not send returns to the address shown on the package or any public business address. Returns sent without prior approval may not be accepted.
6. Return Shipping Costs
For an approved change-of-mind return, the customer is responsible for return shipping.
If the issue was caused by Mellooa — including a damaged, defective, incorrect, or incorrectly personalized item — Mellooa will cover the related shipping costs.
Original shipping fees are non-refundable unless required by applicable law or the issue was caused by Mellooa. We do not charge a restocking fee for approved returns.
7. Refund Processing Time
For a returned item, we will review the return after it is received. For a damaged, defective, incorrect, or incorrectly personalized item, we will review the evidence provided. We will notify you whether the refund has been approved.
Once approved, Mellooa will complete refund processing within 3–5 business days and send the funds to your original payment method.
The actual date the funds appear in your account depends on your payment provider or bank and may take additional time. Mellooa cannot guarantee the date on which the funds will appear.
8. Exchanges
Exchanges may be available for eligible standard items, depending on inventory availability. If the requested replacement item is unavailable, we may offer a refund or store credit instead.
9. Damaged, Defective, Incorrect, or Incorrectly Personalized Items
If any item arrives damaged, clearly defective, incorrect, incorrectly personalized, missing personalization, or different from the details confirmed with your order, contact us within 7 calendar days of delivery.
Include your order number and clear photos of the item and packaging. Once we confirm the issue, you may choose a free replacement or remake, or a refund, and Mellooa will cover the related shipping costs.
10. Lost Return Shipments
Customers are responsible for making sure change-of-mind returns are packed securely and shipped with a reliable carrier. We recommend using a trackable shipping service.
Mellooa is not responsible for customer-arranged return shipments that are lost, delayed, or damaged in transit.
11. Contact Us
If you have questions about returns, exchanges, or refunds, contact us at:
Email: support@mellooa.com
Track Your Order
Find the latest delivery information for your order.
As soon as your order ships, we’ll email you a tracking number. Please allow a few days for the carrier to show the first scan. If tracking hasn’t updated for several business days, contact us and we’ll look into it for you.
Contact Us
Need a hand? Send us a message and include your order number when relevant.
Send us a message
We aim to respond within 1–2 business days.