Returns & Exchanges

We want you to be completely happy with your purchase. If an item didn't work out — wrong size, colour, or just not what you expected — we understand that's part of online shopping, and we've tried to make returns as simple and hassle-free as possible.

You have 14 days from the date you receive your order to request a return — no reason needed — under the right of withdrawal established by EU consumer protection law (Directive 2011/83/EU).

Returned items must not be used, worn, washed, soiled, or damaged. They must be in the same condition as received, with all attached elements and tags intact. For example, items must be returned in their packaging, including cardboard inserts, etc.

When trying on underwear, please follow general hygiene practice and wear it over your own underwear.

If an item is returned to us showing signs of use — including odour, makeup marks, stretched elastic, wash marks, damage, or similar — we reserve the right to refuse a refund. In this case, we will send the item back to you at your expense.

We don't offer direct exchanges: if you need a different size, colour, or style, the fastest way is to return the item that doesn't work and place a new order for what you need.

Only the person who paid for the order can request a return — that is, the purchaser, not the gift recipient. If you gave the item as a gift and need to return something, please contact us or log into your account and start a return.

A gift card that hasn't been used yet can be refunded within 14 days of purchase. If the gift card has already been used to pay for an order, any refund for that order will be issued as a new gift card.

Everything is done through your account on bymello.eu. Find the relevant order under "My Orders" and select "Request a return" — mark the items you'd like to return and state the reason. Once confirmed, we'll prepare a return label for you via Omniva. Simply pack the item, attach the return label (covering the original one), and drop the parcel off at an Omniva parcel locker. Returns are free of charge.

We process refunds within 10 business days of receiving and inspecting the returned item, to the same payment method used for the original order.

In this case, there's no need to file a standard return — just email us at hello@bymello.eu with your order number and a photo of the item. We'll prioritize your case and offer a replacement or refund.

Faulty items are covered by a 2-year statutory warranty under EU law (Directive 1999/44/EC).

This policy applies to orders delivered to Lithuania, Latvia, and Estonia.