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.
Exchanges can only be made for an item up to the value of the original order; for a more expensive item you must return and reorder. If we do not have the item requested for exchange, we will refund you instead.
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, with all laces/velcro done up.
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!
RATES OF EXCHANGE & BANK FEES:
MamaOwl is based in the UK and our customers are charged in GBP. When an order is cancelled or an item is refunded, the refunded amount may vary due to varying rates of exchange, as well as banks taking fees for exchanging currency. MamaOwl does not benefit from any additional money, however customers may receive less than the money they paid due to these reasons.