At SoftMello, comfort begins well before your order arrives. We partner with reliable global carriers to deliver your luxurious pieces safely and promptly to your door.
1. Order Processing
All orders are processed and prepared within 1–3 business days after payment confirmation (excluding weekends and statutory holidays).
If any item in your order is temporarily on backorder or experiences an unforeseen delay, our team will promptly contact you via email with an updated timeline.
2. Shipping Destinations
We currently offer shipping to major international destinations including:
- North America: United States, Canada
- Europe: United Kingdom, European Union countries
- Oceania: Australia, New Zealand
- Middle East & Other International Regions
If your country is not available at checkout, please contact us at support@softmello.com and we will verify whether delivery can be arranged.
3. Delivery Estimates & Shipping Rates
Delivery times are estimated business days and do not include the 1–3 business days required for order processing.
| Destination | Service Level | Estimated Transit | Shipping Rate |
|---|---|---|---|
| United States | Standard Shipping | 5–11 business days | $7.90 (Free over $79) |
| United States | Express Shipping | 4–7 business days | $15.00 |
| Canada | Standard Shipping | 7–12 business days | $7.90 (Free over $79) |
| United Kingdom | Standard Shipping | 4–9 business days | $7.90 (Free over $79) |
| Europe | Standard Shipping | 5–9 business days | $7.90 (Free over $79) |
| Australia & New Zealand | Standard Shipping | 5–12 business days | $7.90 (Free over $79) |
| Middle East & Global | Standard Shipping | 5–11 business days | $7.90 (Free over $79) |
* Transit times may vary depending on local customs clearance, national holidays, extreme weather events, or remote delivery addresses.
4. Logistics Carriers & Tracking
To ensure fast and reliable transit, your parcels are handled by trusted global logistics partners, including YunExpress, Yanwen Express, USPS, and your local domestic postal service.
Once your order is dispatched, an automated tracking email will be sent with your tracking number. You can monitor your shipment directly on our Track My Order page. Please allow 24–48 hours after dispatch for the initial carrier scan to appear.
5. Customs Duties, Taxes & Import Fees
International shipments may be subject to customs inspections, local import duties, VAT, or clearance charges levied by the destination country's government. All applicable import duties and customs taxes are the sole responsibility of the customer. SoftMello is not responsible for transit delays caused by regional customs clearance procedures.
6. Shipping Address & Order Changes
Please verify your full recipient name, shipping address, apartment/unit number, postal code, and contact phone number at checkout. We are unable to cover lost or returned parcels resulting from incorrect or incomplete addresses.
If you need to change your delivery details or cancel an order, please contact us within 24 hours of placing your order. Once an order is processed or shipped, changes can no longer be made.
7. Lost, Damaged, or Missing Shipments
If your parcel arrives damaged or fails to deliver, please notify us within 7 days of the delivery timestamp at support@softmello.com. Please include your order number along with clear photos of the damaged packaging and items so we can promptly arrange a replacement or refund.
Questions About Your Delivery?
We are always here to assist with tracking updates or shipping questions.
Contact Support