Shipping and returns
Orders are posted Monday – Friday excluding Bank Holidays (UK).
Please note that the customer is responsible for paying any import duties or other related costs.
The actual costs of shipping are calculated at the checkout.
Shipping time depends from our mail service providers or due to increased demand.
If you would like to return or exchange any items, please email to firstname.lastname@example.org within 14 days of receiving your order.
We need the following information:
– your name and email
– your order number – you can find this on your order confirmation email
– the item you would like to return or exchange
– the reason for return
Once you’ve let us know than you have 14 days to return the item to us.
We do not refund the original shipping costs and you will have to cover the cost of return shipping unless your item is defective or you have received the wrong product.
You will be charged the cost of shipping for the new item.
When sending an item back to us, we recommend using a trackable shipping option.
If you wish to return a product after your right to cancel has expired, and you return it to us in a new, unused condition with its original packaging within 12 months of the date when you received it, we will refund the price paid of the product in full, but not the delivery charges.
Faults with our products are rare but it can happen. When you buy a product that is faulty, you are entitled to a full refund as long as no more than 30 days have passed, starting on the first day after you became the owner of the product.
You won’t be entitled to this refund if you had a reasonable opportunity to examine the item when buying it and the fault was so obvious that you should have noticed it.
If you are outside the 30 day right to reject, you have to give to us one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described.
You can state your preference, but Mamaruga Ltd. can normally choose whichever would be cheapest or easier for it to do.
If a fault develops after the first 6 months, it is on you to prove that the product was faulty at the time you took ownership of it.
In any cases we might ask you for a photo/video about the problem.
As soon as you’ve determined that there is a problem with the product that you’ve bought:
• Stop wearing or using the item.
• Make sure that the fault wasn’t caused by misuse, an accident, normal wear and tear or by not following the care label.
• Find your proof of purchase.
• You now need to contact the seller straight away and report the problem.
You have no rights if:
• the item doesn’t fit;
• you change your mind; or
• you’ve selected the wrong product.
However, you have 14 calendar days to cancel a contract for goods ordered by mail order, internet except for those goods that are made to order.
As our products are handmade, they may vary slightly in appearance. This is the nature of handmade items and is not to be considered a defect.
No items last forever and all products need to be looked after to avoid unnecessary damage.
Returned or exchanged items must be in original condition with original packaging.
We can only accept return or exchanges on items purchased from our website. If you purchased from one of our retailer, please contact them directly.
We cannot accept the cost of any items lost in transit.