Shipping policy

At Mello, we know you'll be eager to welcome your order home. Every purchase is carefully packed and dispatched from our Cape Town warehouse using trusted courier partners to ensure it arrives safely.

Where we deliver

We deliver to all physical addresses within the borders of South Africa. Please note that our courier partners cannot deliver to P.O. Boxes, post offices, or farm/plots without a clear physical entrance or road access. We do not offer a customer collection option from our facility at this stage; all orders are strictly fulfilled via delivery.

Processing & Delivery Times

All orders have a 1-3 business day processing and packaging time after your order is placed online before being dispatched from our Cape Town facility. For major metropolitan hubs (Cape Town, Johannesburg, Pretoria, Durban), delivery typically takes 2-4 business days from dispatch. For regional and outlying areas, delivery can take between 4-7 business days depending on how remote your location is.

Shipping Fees

Standard local shipping is calculated at checkout based on your delivery address. Free standard shipping is available on all South African orders over R1,000.

Tracking Your Order

As soon as your order has been dispatched, you'll receive an email with your tracking information so you can follow its journey every step of the way.

Delivery Protocol & Risk

Deliveries take place during standard business hours (Monday to Friday, 8:00 AM to 5:00 PM). Please ensure someone is available at the delivery address to receive the parcel. If no one is available, the courier may attempt redelivery or contact you to arrange an alternative delivery time. Additional charges may apply if repeated delivery attempts are required. Once your order has been successfully delivered to your address, the responsibility and risk for the products pass entirely to you.

Delays & Public Holidays

Our couriers do not deliver on weekends or South African public holidays. While we always strive to meet our estimated delivery times, delays can occasionally occur due to factors outside our control, including severe weather, peak shopping periods, public holidays, or courier network disruptions.

If your order experiences an unexpected delay, we'll do our best to keep you informed.

Missing or Damaged Packages

If your order arrives damaged, incomplete, or your tracking indicates it has been delivered but you have not received it, please contact us as soon as possible at hello@mellobed.co.za. 

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Photographs of any damaged packaging or products, where applicable

We'll work with our courier partner to investigate and find a solution as quickly as possible.

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