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Delivery & Returns

DELIVERY:

All orders are shipped from the United Kingdom. We ship Monday to Friday and close at the weekends and Bank Holidays. Therefore, any orders placed after 12:00 GMT Friday will be shipped the following week. Please note, we are in a very busy period and orders can take a few days to dispatch.

SHIPPING:
Customers will receive a tracking number in an automated email when we process your shipping label. Please check your parcel's status using this number before contacting us if your parcel is delayed.

Any customs or import duties are levied once the package reaches its destination country. MamaOwl is not responsible for any additional charges for customs clearance, and our customers must pay for these in full. MamaOwl has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you may want to contact your local customs office for further information. Delivery times may vary due to circumstances beyond our control.

 

United Kingdom

Order Value 

Shipping Type

Shipping Cost 

Shipping Courier

Any   NEXT DAY Delivery before 1pm (Signed) * £8.00 Royal Mail
(DPD on Fridays)

+£50         

48hr Tracked Service

FREE

Royal Mail

-£50

48hr Tracked Service

£2.99

Royal Mail

 *orders must be placed before 12:00 GMT Monday to Friday
 *PLEASE NOTE, we cannot send Next Day to Northern Ireland and other remote locations (Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands etc take approximately two days using this service.)

*Overweight Items have a shipping surcharge on the Next Day service.

USA
All applicable import duties are to be paid by the customer upon receipt.

DHL requires customers to sign for parcels. However, they offer for customers to "signature release" which means you are not required to sign for your parcel. We strongly advise against this, as our insurance does not cover lost parcels in this situation. 

Order Value 

Shipping Type

Shipping Cost 

Shipping Courier

+£250 (USD335 approx.)

FREE 24-48hr Express Shipping (DHL) **

FREE

DHL

Any

NEXT DAY Shipping **

£17.99

DHL

-£50 -(USD70 approx.)

24-48hr Express Shipping (DHL) **

£17.99

DHL

+£50 +(USD70 approx.)

24-48hr Express Shipping (DHL) **

£9.99

DHL

-£50 -(USD70 approx.)

Standard Shipping (5+days)*

£9.99

Royal Mail

*Overweight Items have a shipping surcharge.

**with exception of remote areas. Please click here for a list of remote areas.
**orders must be placed before 12:00 GMT Monday to Thursday
*due to customs regulations, this can take up to 10 days or in some cases longer. Spend over USD70 (approx.) to get upgraded to Express shipping (£9.99 postage charge still applies).

Europe

Country Zone

Shipping Type

Shipping Cost 

Shipping Courier

Europe 1* Super Europe Express Service (1-3 Day) £13.99 DHL

Europe 2**

Super Europe Express Service (1-3 Day)

£17.99

DHL

Europe 1*

DPD Road Service

£4.99

DPD

Europe 2**

 DPD Road Service

 £7.99

DPD

Please note, we send orders to Switzerland, Iceland, Norway, Monaco, Ukraine and Cyprus with Royal Mail and customs is applicable.
*orders must be placed before 12:00 GMT Monday to Friday

**Overweight Items have a shipping surcharge.

We advise customers to download the DPD app for more control over their deliveries as well as better visibility of their shipments.


 

Rest of World:
Standard/Regular shipping will be sent with Royal Mail (for orders under 2kg. DHL will be used for orders over 2kg) and delivered in the recipient country by a local Courier. All applicable import duties are to be paid by the customer upon receipt.

NB: Parcels sent to the Ukraine cannot be sent "Tracked". We send these "Signed". Please do not email us regarding the location of your parcel, as we are unable to track it.

Country

Shipping Type

Shipping Cost 

Shipping Courier

Japan Regular Post - Tracked & Signed £9.99 Royal Mail
Japan Express Shipping £39.99 DHL
Canada Standard Shipping - Tracked & Signed £9.99 Royal Mail

Canada

Express Shipping

£29.99

DHL

Russia & Ukraine

Regular Shipping - Tracked & Signed

£10

Royal Mail

Russia & Ukraine

Express Shipping

£20.99

DHL

Australia, New Zealand, China, South Korea, Hong Kong, Singapore

Standard Shipping - Tracked & Signed

£19.99

Royal Mail

Australia, New Zealand, China, South Korea, Hong Kong, Singapore

Express Shipping

£39.99

DHL

Any unlisted Countries (ROW) Standard Shipping - Tracked & Signed £19.99 Royal Mail
Any unlisted Countries (ROW) Express Shipping £39.99 DHL

*Overweight Items have a shipping surcharge.

'Tracked and Signed' and can take approximately 1-2 weeks to arrive. Please be aware that if your local customs randomly select a package to be checked, this can take longer and it is therefore out of our control. All regular shipping services are not guaranteed to arrive within 1-2 weeks, this is an estimate. (Royal Mail allows 36 days for packages to reach their destinations). If you need your order promptly, select the Express shipping option.

 
"PICK-UP AT LONDON STUDIO"
Whilst we are moving warehouses, we are not able to offer the pick-up service. Apologies, it will resume soon.

 

RETURNS/EXCHANGES:

Please return items within 28 days of receiving the item for a refund. Please allow up to 10 days for your refund to be processed, however this is normally done within 5 days of receipt. Please enclose a note (original invoice if you have it) with your name and order number and clearly state whether you're returning items for an exchange or a refund.

We send out exchanges free of charge within the UK.

For international exchanges, we ask to simply place a new order for the items you would like to receive. Please then return the original item(s) by post for a refund. We recommend you send it tracked as we are unfortunately not liable for any loss in transit. Items must be marked as 'returned goods' on all customs documents. If we are asked to pay customs charges on re-entry of the package, these will be deducted from any refunds, if applicable.

All items must be returned to us in fully resalable condition and in the original packaging/with original tags. If returning shoes, they must be returned in undamaged boxes.

FAULTY ITEMS:

If you are unhappy with anything you receive, please do email us immediately with a photo of the faulty item. Make sure to email us before posting anything back should this be the case. We are here to help!

 

 

Customer Service - 020 3441 4300