Shipping policy

1. Where we ship

We ship to mainland France, Belgium, Switzerland and Luxembourg. For any other destination, get in touch before ordering.

2. Processing time

Orders are prepared and dispatched within 1 to 2 business days of payment being confirmed. Orders placed at the weekend or on a public holiday are processed the next business day.

3. Delivery time

Mainland France: 5 to 10 business days
Belgium, Luxembourg: 6 to 12 business days
Switzerland: 7 to 14 business days

These times are indicative and run from dispatch. They can stretch during busy periods, or because of events outside our control such as bad weather, strikes or customs.

4. Shipping costs

Shipping is calculated automatically and shown before you finalise your order, at the payment step.

5. Order tracking

As soon as your order ships you receive an email with your tracking number. Tracking can take 24 to 72 hours to activate: the parcel has to be scanned by the carrier first.

6. Orders in several parcels

If your order contains several items, they may ship separately and arrive on different dates, at no extra cost to you.

7. Wrong delivery address

It's up to you to check the address you enter. If you spot a mistake, contact us within 12 hours of ordering at contact@mellowpets.fr and we'll do our best to correct it before dispatch.

8. Parcel not received or lost

If your parcel hasn't arrived 20 business days after dispatch, contact us: we open an investigation with the carrier and, if the parcel is declared lost, we reship your order or refund you in full.

9. Customs duties

For deliveries outside the European Union (Switzerland in particular), customs duties or local taxes may apply and remain the responsibility of the recipient.