Returns Policy

We want you to feel confident and completely comfortable in every SoftMello piece. If an item doesn't fit or meet your expectations, we’re here to make returns effortless.

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30-Day Returns

Eligible items returnable within 30 days of deliver

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After-Sales Support

Your satisfaction are our top priorities. Feel free to reach out anytime with any questions—we’re here to help with care.

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U.S. Return Address

Local U.S. drop-off available for returns. (For U.S. customers.)

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Fast Refunds

Processed back to original payment in 5–10 days.

How to Initiate a Return

Submit Your Request

Email our concierge team at support@softmello.com with your Order Number (e.g. #SM1001) and the items you wish to return. If an item arrived damaged or incorrect, please attach clear photos.

Receive Authorization & Return Address

Our team will reply with authorized return instructions and the assigned return facility address (including our convenient domestic U.S. return hub for U.S. customers). Please do not mail packages back without prior confirmation.

Inspection & Refund

Once your package is inspected and approved at our facility, your refund will be credited back to your original payment method within 5–10 business days.

Return Eligibility & Condition

To receive a full refund, all returned pieces must meet the following criteria:

Returned within 30 calendar days from the delivery confirmation date.
Unworn, unwashed, and free from any makeup, perfume, deodorants, stains, or pet hair.
All original product tags, hangers, ribbons, and protective luxury packaging remain attached and intact.

Return Shipping Costs

The customer is responsible for standard return postage back to our warehouse. We never charge restocking fees.

Non-Returnable Items

Due to strict health and intimate hygiene regulations, the following items cannot be returned or exchanged:

Intimate Apparel & Underwear: Panties, bralettes, and intimate bodysuits once protective hygiene seals or packaging have been unsealed.
Final Sale Items: Products specifically marked as "Final Sale" or clearance at the time of purchase.
Gift Cards: Electronic gift cards and customized gift packaging.

Exchanges & EU/UK Consumer Rights

Exchanges: To ensure you secure your preferred replacement color or size before stock sells out, please submit a return for your original item and place a new order directly on the site.

EU/UK 14-Day Right of Withdrawal: Customers residing in the European Union or United Kingdom are entitled by law to cancel and withdraw from their contract within 14 days of receiving their items without penalty.