E-RESERVATION

  • What is e-reservation (Click and Collect)?

    E-reservation, also known as Click and Collect, allows you to order your items on mellowyellow.fr and have them delivered free of charge to the shop of your choice (subject to availability) with no obligation to purchase.

  • How does Click and collect work?

    1. Go to the product that interests you, choose your size and select the "Click and Collect" tab

    2. The service shows the list of the nearest shops to you by default.  To select another shop, click on "Change my location" and enter your preferred location. Otherwise, go to "Filter" at the top left and select "Only show shops with stock".

    3. When your product is selected and the shop is shown, enter your contact details so the shop can contact you. You will then receive an email from the selected shop acknowledging receipt of your e-reservation.

    4. The shop has 2 hours to get back to you, during opening hours. If the reservation is made when the shop is closed, the processing time will be automatically recalculated. A second email and an SMS will then be sent to confirm the availability of the products and the deadline for collection. You will then have 48 hours to go and try your product on in the shop.

    5. Go to the shop to try your product on, get advice and complete the purchase if you want to. 

DELIVERY

  • Which areas do you deliver to?

    The Mellow Yellow website offers deliveries to mainland France (including Monaco and Andorra) and to Belgium. 

  • Can I find out when my order will be delivered?

    The processing of your order begins as soon as your purchase is confirmed. You should then allow between 24 and 48 hours for your order to be processed by Mellow Yellow's logistics service (excluding weekends, public holidays and busy periods, such as sales or private sales).

    Your package will be handled by the postal service, for which you should allow an average of 5 to 6 working days (excluding Sundays and public holidays). You can track it with the Colissimo number that you will be sent by  email when your parcel is shipped. Go to www.colissimo.fr/suivi.

    If you choose the Chronopost option and place your order between Monday and Friday before 3 pm, you will receive your parcel before 1pm on the following day. If you place your order between 3 pm on Friday and Monday morning, you will receive your parcel before 1 pm on Tuesday.

  • I still haven't received my order, is there a problem?

    The delivery time is up to 3 days for the Chronopost option, and 10 days during periods of high demand for the Colissimo option.

    Go to the "My Orders" tab and check that your payment was made successfully and that your request was acknowledged, by signing in with your identifiers. If there's a problem that you don't understand, contact the Mellow Yellow customer services at: myeshop@mellowyellow.com.

  • How much does delivery cost?

    Whether your parcel is delivered to your home or to a pick-up station, the cost of the Colissimo option is €5, and €7 for delivery to Belgium. The cost of the Chronopost option is €10.

  • What happens if I'm not at home when my parcel is delivered?

    1.Deliveries to your home

    If the parcel can't be left in your letterbox, you can collect it from your post office by presenting the non-delivery notice and proof of identity.
      You have 10 working days to collect it before it is sent back to Mellow Yellow.

    2.Delivery to one of the 32 Cityssimo automatic pick-up stations

    If your parcel is deposited in one of these pick-up stations, you can collect it 24/7. You have 10 working days to collect it before it is sent back to Mellow Yellow.

    3.Delivery to your choice of one of the 10,000 post offices in  France

    You have 10 working days to collect it with your collection slip and proof of identity, before it is sent back to Mellow Yellow.

    4.Delivery to one of the 3,700 shops in the Pickup network of Groupe La Poste

    You have 10 working days to collect it with your collection slip and proof of identity, before it is sent back to Mellow Yellow.

PAYMENTS

  • How can I pay for my order?

    You can pay for your purchases by bank card (VISA or MASTERCARD).

  • How can I be sure that payments are secure.

    Your purchases can be paid for using a bank card accepted by Mellow Yellow's banking partner. No other payment method will be accepted. Payment is made on Mellow Yellow's partner website. This means that none of your banking information is transmitted via Mellow Yellow's website. Therefore, payment by bank card is perfectly secure. Your order will be recorded as soon as your payment is accepted by the banking service. You can pay online with complete confidence by entering the number, expiry date and the security code on the back of your bank card in the fields provided.

    The details of your bank card are encrypted using the SSL (Secure Socket Layer) protocol and are never transmitted unencrypted over the network. The payment is made directly to the bank. Mellow Yellow has no access to these details and does not store them on its servers. That is why they are requested for each new transaction on the website.

RETURN AND REFUNDS

  • I want to return my order. How do I do that?

    Go to "My Account" and then the "My Returns" section and "Request a Return Form" and choose the order number concerned. Select the item(s) that you want to return, then confirm your return request. You will then receive an email confirming your return request as well as a return label to attach to your parcel. Only items purchased in sales or as part of promotions must be returned at your expense.

  • How long do I have return an item?

    You have 14 days to request a return from the date of delivery of your parcel. You then have 7 days to return your parcel to Mellow Yellow so they can issue a refund, the postmark is proof of the date of sending. After this time, Mellow Yellow reserves the right not to accept the return. Refunds will be considered for items which are unworn and returned in their original packaging.

  • What are the conditions for return and refund?

    In the event that a client should exercise their right of withdrawal within within 15 days following receipt of your order, only the price of the PRODUCT(S) purchased and any delivery charges will be refunded after receipt of the parcel.

    The PRODUCT(S) must be returned in perfect condition for resale (unworn, undamaged, unsoiled and unaltered), in their original packaging with any accessories and a copy of the purchase invoice.

    In addition, PRODUCT(S) should not have been the subject of sustained use (of more than a few minutes) and should not be bear the marks of prolonged use beyond the time needed to try them on. They must be in perfect condition for sale.

    The refund will be made by crediting the bank card used during the order, within 24 to 48 hours of receipt of the PRODUCT(S) by Mellow Yellow.

    If the PRODUCTS are not in perfect condition for resale, the return will be refused.

MY ACCOUNTS

  • I've forgotten my password, what should I do?

    1.Go to the "Sign In" tab at the top left of the page.

    2.Click on "Forgotten Password".

    3.Enter the email address at which you want to receive the link that will allow you to reset your password.

    4.Check your junk mail, just in case.

  • I want to change some of my personal information. How do I do that?

    All your information is accessible in "My Account".

    1. You can change your password, email address and name or first name in the "My Profile" section.

    2. You can change your billing and delivery information in "My Address Book".

    I would like to receive special offers, news and information on private sales from Mellow Yellow.

    Just subscribe to the Mellow Yellow to benefit from all these advantages. To subscribe, go to the bottom of the website's home page and enter your email address.

  • I'd like to know how to use MY WISHLIST

    My Wishlist is a simple tool that allows you to select your favourite products without adding them to your basket.

    When you go to the My Wishlist section, you can delete items or add them to your basket and proceed to checkout.

    How can I be sure that my data is protected?

    When you open your account, BBL asks you to provide certain information, including your email address, full name, date of birth and language spoken.

    You are responsible for the provision and accuracy of this personal information and agree to update it as necessary.

    Under no circumstances does BBL collect or process personal data that could reveal, directly or indirectly, your racial or ethnic origins, political, religious or philosophical opinions, trade union membership, or concerning details of your health or sex life .

    Mellow Yellow does not collect any data of a personal nature that would directly identify any client, without clients' knowledge or without their prior consent. Only personal information which is voluntarily provided is collected.

    Mellow Yellow applies the obligations and provisions of the French law number 78-17 of 6 January 1978 and its subsequent amendments (in particular the law of 6 August 2004) on data protection and its decrees. Mellow Yellow processes such data fairly and lawfully and with respect for your rights.

    The controller of the personal data is the BBL company.

    In accordance with French law on data protection, you have the right to access, rectify, oppose and delete your personal data. You can exercise these rights by sending Mellow Yellow a request by post to: BBL - Mellow Yellow, 6 rue de l'Amiral de Coligny, 75001 Paris - France or by email to: myeshop@mellowyellow.fr

    Mellow Yellow is committed not to communicate, assign or transfer your personal information to third parties without your prior express agreement. Mellow Yellow does not transmit personal data to third parties who would be unable to guarantee adequate protection. Mellow Yellow may communicate your personal data pursuant to a legal obligation or a court decision.

    The personal data provided to Mellow Yellow is saved on the servers of BBL or its technical service provider. Mellow Yellow is committed to storing it in optimal security conditions.

    The retention time of such data is proportional to the activation time of your account.

GENERAL INFORMATION ABOUT THE BRAND

  • I'd like to know where to find a Mellow Yellow shop.

    Go to the "Shops" tab at the top left of the screen to find all the shops in France and abroad as well as their contact information.

  • I would like to get news and updates from Mellow Yellow

    Go to the "MY Blog" tab at the top left.

    You can find out about the brand's history via  "The Brand" tab on the top left.

    You can read articles about Mellow Yellow in the "Press" section at the bottom of the home page.

  • I would like to submit my application for an internship or a job

    Go to the "Recruitment" section which is located at the bottom right of the website. Leave your contact details, your CV and explain why you want to work for us in the "Comments" field.

  • I would like to open a Mellow Yellow shop or become a reseller partner.

    Please contact the sales and marketing department below:

    Tel:   +33 1 55 04 79 49

    Email: myeshop@mellowyellow.com

  • I want to contact customer services.

    By Phone:  +33 1 55 04 81 73

    Email: myeshop@mellowyellow.com

MY ORDERS

  • I'd like to place an order. How do I do that?

    1. Make your purchases

    Two alternatives:
    - Enter a keyword or a reference in the Mellow Yellow search engine located at the top right of the screen.
    - Choose what you want directly from the tabs at the top left.
    - Select your favourite products specifying the size, colour, quantity and then confirm your choice by clicking  "Add to basket".

     2. Confirm your basket

    To confirm your order, click on "Order" and enter or modify your billing and delivery information. If you're already a customer, log in to your account.

    3. Confirm your contact details

    - Check your billing address
    - Enter your delivery address
    - If you want your order to be sent to a different address, untick "deliver to the same address" and enter the details of the new delivery address. You can save this new address for future use.
    - You can manage all your addresses in your "Address Book".
    - Click on "Checkout".

    4. Choose a delivery method

    You can have your order delivered to your home address or a pick-up station.
    Don't forget to enter your phone number.

    5. Choose your secure payment method

    Agree to the terms and conditions, then select your method of payment: VISA or MASTERCARD.

  • How do I know if my order has been processed?

    1. When you confirm your purchase, you are automatically redirected to order confirmation. You can also track your purchases in "My Orders" in the "My Account" tab.

    2. You will receive a confirmation email that confirms the order and the payment.

    3. You can change your order as long as it hasn't been confirmed (to be processed). Your basket cannot be modified after confirmation of purchase.

  • How do I track my orders and check on their status?

    Go to "My Account" then "My Orders" and you'll find all the information about your past orders.

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