Terms of Service

OVERVIEW

Mellow Hoop is operated by ELYCHARM LTD. In these terms, "we", "us" and "our" refer to ELYCHARM LTD, trading as Mellow Hoop.

Principal office and mailing address: 20–22 Wenlock Road, London, N1 7GU, United Kingdom.

Website: www.mellowhoop.com
Email: info@mellowhoop.com

These terms explain the conditions for using our website and purchasing products from Mellow Hoop. We offer Embroidery DIY Kits, Punch Needle Kits and related crafting products and supplies. Our store uses Shopify's e-commerce platform. ELYCHARM LTD is the seller of products purchased from Mellow Hoop.

SECTION 1 - AGE AND ELIGIBILITY

To place an order, you must be legally capable of entering into a purchase contract or have the authorization of a parent or legal guardian where required by applicable law.

By placing an order, you confirm that you are authorized to use the payment method provided.

Our crafting products may include needles, sharp tools and small components. Please follow product safety instructions and ensure appropriate adult supervision when children participate in crafting activities.

SECTION 2 - ORDERS AND CUSTOMER INFORMATION

Please review your selected products, designs, quantities, delivery address and contact information before submitting an order.

You must provide accurate and current information so that we can process your purchase and contact you when necessary.

We may be unable to fulfil an order if an item becomes unavailable, payment cannot be authorized, delivery is not possible or there are reasonable grounds to suspect fraudulent activity.

If we cannot fulfil an order, we will notify you and refund any payment received for the unfulfilled items. This does not remove any rights you may have where a binding contract has already been formed.

If a material pricing or product information error affects your order, we will contact you to explain the issue and discuss the next steps. We will not increase the agreed price of an existing order without your consent.

SECTION 3 - PRICES, PAYMENTS AND CUSTOMS DUTIES

The checkout displays your order total, applicable delivery charges and the currency in which payment will be made. Please review these details before completing your purchase.

Available payment methods are displayed at checkout. Payments are processed through Shopify Payments and supported payment providers.

Depending on the destination and shipping arrangement, import taxes, customs duties or other charges may apply. Information about applicable charges and customer responsibilities will be provided where required by law. Please contact us before ordering if you need clarification.

Prices, promotions and product availability may change for future purchases. Such changes do not retrospectively alter the agreed price of an existing order.

SECTION 4 - PRODUCT INFORMATION

We aim to provide accurate product descriptions, images and information for our Embroidery DIY Kits, Punch Needle Kits and related crafting supplies.

Please review each product page for the design, dimensions, included materials, tools, instructions and other relevant information before placing an order.

Product colors may appear slightly different depending on screen settings, lighting and display devices. This does not affect your right to receive products that match their description and meet applicable legal standards.

Crafting results may vary depending on individual technique, experience and materials. Where applicable, customers should follow the instructions and safety guidance supplied with their kit.

SECTION 5 - SHIPPING AND DELIVERY

Orders are generally processed within 1–2 days. Delivery estimates are separate from processing time and vary by destination.

We offer free shipping on orders of US$45 or more. A flat shipping fee of US$4.99 applies to orders below US$45.

Estimated delivery times depend on the destination. Please review our Shipping Policy for shipping destinations and delivery estimates.

Customs processing, carrier disruptions, public holidays and peak shipping periods may affect delivery estimates.

If an order is delayed, lost or damaged during transportation, please contact us. We will assist with delivery issues and provide any remedy required by applicable law.

Handing a parcel to our shipping carrier does not automatically end our legal delivery obligations.

You can check shipment progress on our Track Order page.

SECTION 6 - CANCELLING OR CHANGING AN ORDER

If you need to cancel an order or correct your shipping information, please contact us as soon as possible at info@mellowhoop.com with your order number and requested changes.

We will make reasonable efforts to accommodate changes before dispatch. Once an order has shipped, we may no longer be able to modify the delivery address or stop the shipment.

These operational limitations do not affect any cancellation or refund rights available under applicable consumer law.

SECTION 7 - RETURNS AND REFUNDS

30-Day Return Policy

Mellow Hoop offers a 30-day voluntary return policy. Customers may request an eligible return within 30 days after receiving their order.

For non-quality-related returns, items must be unused, in their original condition, with all components and original packaging intact. Proof of purchase is required.

Items that have been substantially used or completed are generally not eligible for voluntary returns. Sale items, gift cards and personalized products are also excluded from voluntary change-of-mind returns, unless otherwise stated.

These voluntary return conditions do not override statutory cancellation rights or remedies for faulty, damaged, incorrect or misdescribed goods.

Return Methods and Shipping Costs

For eligible non-quality-related returns, customers can choose between the following methods:

Self-Ship Return: Contact our customer support team for the correct warehouse return address. You may arrange return shipping using a carrier of your choice and pay the actual shipping cost directly. No additional US$10 pickup charge will be deducted.
Pickup Service: Where available, Mellow Hoop can arrange a pickup from your address. A flat US$10 shipping charge applies per return shipment. With your agreement, the charge will be deducted from your eligible refund where permitted by law.

Pickup service availability depends on your location and local shipping arrangements. Customers must contact us to confirm availability before requesting a pickup.

The US$10 pickup charge applies only when you voluntarily select and confirm this service. It is a shipping charge, not an additional restocking or refund processing fee.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, incorrect or with missing essential components, please contact us at info@mellowhoop.com with your order number, a description of the problem and relevant photos where reasonably available.

Once the issue has been confirmed, we will offer a replacement at no additional cost, including shipping, or a full refund to your original payment method, in accordance with your applicable consumer rights.

Mellow Hoop will cover necessary return shipping costs for confirmed quality-related issues. No pickup charge will be deducted from quality-related refunds.

In some cases, a replacement or refund may be arranged without requiring the original item to be returned.

Refund Processing

For voluntary returns, we will notify you after receiving and inspecting the returned item, where applicable.

Approved voluntary refunds will normally be processed to the original payment method within 10 business days. Statutory refund deadlines take precedence.

For non-quality-related returns using our pickup service, the agreed US$10 pickup shipping charge will be deducted from the refund where legally permitted. No such deduction applies when customers arrange and pay for shipping themselves.

We do not offer direct voluntary exchanges for different designs, colors or styles. Customers may request an eligible return and place a new order.

For full details, please review our Returns & Refunds Policy.

SECTION 8 - STATUTORY CONSUMER RIGHTS

Nothing in these Terms of Service or our Returns & Refunds Policy excludes or limits mandatory consumer rights available under applicable law.

Where UK or European Union distance-selling cancellation rights apply, consumers generally have 14 days after receiving eligible goods to notify us of their decision to cancel without giving a reason.

Following a valid cancellation, consumers generally have a further 14 days to return the goods, unless a legal exception applies.

Where permitted by law and properly disclosed before purchase, customers may be responsible for the direct cost of returning non-faulty goods.

Customers who voluntarily choose our pickup service will be informed of the US$10 pickup shipping charge before confirming it.

We do not impose an additional cancellation, restocking or refund processing fee for exercising statutory consumer rights.

For qualifying statutory cancellations, we will reimburse the amounts required by law, including eligible standard delivery charges, within the applicable legal deadlines.

Refunds may be withheld pending receipt of returned goods or appropriate evidence of return only where legally permitted.

A deduction for diminished value may apply only where permitted by law, including where handling exceeded what was necessary to establish the nature, characteristics and functioning of the goods.

Certain goods, including genuinely personalized or custom-made products, may be subject to legal exceptions to cancellation rights where the relevant conditions are met.

Standard embroidery and punch needle DIY kits are not automatically exempt from statutory cancellation rights merely because they are craft products.

Consumers may exercise an applicable cancellation right by sending a clear statement to info@mellowhoop.com or to our postal address.

Model Cancellation Form

To: ELYCHARM LTD, trading as Mellow Hoop
20–22 Wenlock Road, London, N1 7GU, United Kingdom
Email: info@mellowhoop.com

I hereby give notice that I cancel my contract of sale for the following goods: [description of goods].
Ordered on: [date].
Received on: [date].
Consumer name: [name].
Consumer address: [address].
Date of cancellation: [date].

Using this form is optional. A clear cancellation statement is sufficient where legally permitted.

Where goods are faulty, not as described or do not meet applicable legal standards, customers retain their statutory rights to available remedies, including refunds, repairs or replacements as required by law.

Consumers in other jurisdictions retain any mandatory rights and protections that apply to their purchases.

SECTION 9 - WEBSITE USE AND INTELLECTUAL PROPERTY

You must not use our website for unlawful activity, payment fraud, harassment, impersonation, distributing malicious software, unauthorized access or infringement of another person's rights.

Website content, including product descriptions, photographs, illustrations, graphics, embroidery designs and branding, may belong to Mellow Hoop or third-party rights holders.

You may use the website to browse products and make personal purchases. Commercial reproduction or reuse of protected content requires permission from the relevant rights holder, except where permitted by law.

We may restrict access where reasonably necessary to address misuse or website security risks. Such restrictions do not cancel valid refund obligations or existing consumer rights.

SECTION 10 - PRIVACY AND THIRD-PARTY SERVICES

Our Privacy Policy explains how personal information is collected, used and shared.

Please review it before submitting personal information through our website. These terms do not constitute consent to marketing communications or override your privacy choices.

Our website may integrate third-party services for payment processing, order tracking, analytics, advertising, email marketing and customer reviews.

Such services may be subject to their own terms and privacy policies. Their involvement does not remove our obligations as the seller of products purchased from Mellow Hoop.

SECTION 11 - REVIEWS AND FEEDBACK

If you submit a review for public display, you permit us to display it in connection with the relevant product or service.

Reviews must reflect genuine customer experiences and must not contain unlawful content, infringe another person's rights or disclose private information without permission.

We may moderate unlawful, abusive, fraudulent or irrelevant submissions. We will not change the meaning of a review or remove it merely because it is negative.

SECTION 12 - OUR RESPONSIBILITY

We are responsible for meeting our contractual and legal obligations to customers.

Nothing in these terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded.

We do not guarantee uninterrupted website availability. If a technical issue affects an order or payment, please contact us so we can investigate.

Website availability limitations do not remove your rights concerning purchased goods or amounts owed to you.

SECTION 13 - COMPLAINTS AND APPLICABLE LAW

If you have a complaint, please contact info@mellowhoop.com with your order details and a description of the issue.

We will review your concern and work toward an appropriate resolution.

Applicable law and the courts competent to hear a dispute are determined by relevant legal rules.

These terms do not impose exclusive foreign jurisdiction, mandatory arbitration or a waiver of mandatory consumer protections or legally available rights to use local courts.

SECTION 14 - CHANGES TO THESE TERMS

We may update these Terms of Service to reflect changes in our business, website operations or applicable laws.

Changes will apply to future purchases or website use as appropriate. They will not retrospectively reduce rights attached to orders already placed.

Where legally required, we will provide notice of material changes. If any provision is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

SECTION 15 - CONTACT INFORMATION

ELYCHARM LTD
Trading as Mellow Hoop
20–22 Wenlock Road
London, N1 7GU
United Kingdom