Refund policy
Returns, Refunds & Cancellations Policy
Last updated: October 28, 2026
Made-to-Order Products
The Mellow Mug is a small, mother-daughter owned business, and most of our apparel is made specifically for each customer after an order is placed.
Because our apparel is made to order, we generally do not accept returns or exchanges for incorrect sizing, changes of mind, or personal preferences.
We strongly encourage customers to review our Sizing Guide and product descriptions carefully before placing an order.
This policy does not limit any rights customers may have under applicable consumer protection laws.
Order Cancellations & Modifications
We understand that mistakes happen! Customers have 24 hours from the time an order is placed to request a cancellation or modification.
To request a change, email support@shopthemellowmug.com with your order number within that 24-hour window.
We hold orders from production during this initial period so that cancellation and modification requests can be accommodated. After 24 hours, orders are generally considered final, and cancellations or modifications are no longer guaranteed.
Damaged, Defective, or Incorrect Items
We take pride in the products we create and want you to love your order! If your order arrives damaged, defective, or incorrect, please contact us within 10 days of delivery at support@shopthemellowmug.com.
Please include your order number, a description of the issue, and clear photographs when possible. We’ll review the situation and work with you toward an appropriate resolution, which may include a replacement, exchange, or refund depending on the circumstances.
The 10-day contact period does not limit any rights or remedies required by applicable law.
Incorrect Sizing or Personal Preferences
Because our apparel is made specifically for each order, we generally cannot accommodate returns or exchanges due to:
- Ordering the wrong size or garment style.
- Selecting the wrong color.
- Changes of mind after the cancellation window.
- Personal fit or style preferences.
Please review your selections and our sizing information carefully before checkout.
International Orders & Refused Deliveries
International customers are responsible for any applicable customs duties, import taxes, brokerage fees, and other charges assessed by their country or shipping carrier. These charges are not included in the checkout total unless expressly stated otherwise.
If an international shipment is refused, unclaimed, or returned because of unpaid import charges or other delivery-related fees, a refund is not guaranteed. Requests involving refused or returned international shipments will be reviewed on a case-by-case basis.
Because many of our products are made to order, we may be unable to refund the merchandise.
Where permitted by applicable law, approved refunds may be reduced by original shipping costs, return shipping charges, customs-related expenses, or other nonrecoverable fees.
We encourage customers to contact us before refusing delivery so we can discuss any available options.
Refund Processing
If a refund is approved, it will generally be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Contact Us
For questions about cancellations, returns, exchanges, or refunds, please email support@shopthemellowmug.com.
Thank you for supporting our small business and understanding the care that goes into every item!