Returns & Exchanges
ALL INTERNATIONAL RETURNS PARCELS MUST BE MARKED AS "RETURNED GOODS" and as DDP (Delivered Duty Paid) on the outside of the parcel and on all Customs Documents before shipping back to us otherwise they may not reach us and customers may incur extra costs for import charges.
International customers will be liable for all return costs including; shipping, customs charges and any processing fees issued by the courier. On the occassion MamaOwl pays these fees on your behalf the, the amount will be deducted from your refund.
We ask that you pay these prior to sending your return as this will be more cost effective.
Goods should be returned within 28 days of receipt, for a refund. Please allow up to 10 working days from the receipt of your returned package, for the refund to be processed.
The following items cannot be returned: Underwear for both kids and adults, swimwear without security stickers, soothers and baby bottles
Items are returned at the buyers own cost. You may use any service of your choice but we suggest to choose something tracked or insured for your own protection. MamaOwl are not liable for any loss on the return posting of goods and will not be able to chase lost packages.
Inside the return package You will need to 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 (UK only) or a refund.
All items must be returned to us in fully resalable condition: Items returned damaged, washed, worn, in damaged packaging or without the original sales tags will not be eligible to be returned and as a result will not be refunded. We please ask that you are careful when trying on the garment as we still receive items back to us with the original tags but damaged or unclean or covered in pet hair and to be able to fully refund you we do need to be able to resell the item.
All goods must be carefully folded please and be packaged appropriately. Shoe boxes must not have anything stuck to them and all laces/velcro should be done up etc as the item was sent out. Shoes returned with no external packaging covering the shoe box will not be eligible for a refund. Shoe boxes must be returned inside another protective box (whatever they were shipped to you in, is best) not just a mailer.
Customers outside the UK: Items must be marked as 'returned goods' on all customs documents as well as the front of the package. Without this, the customer may be liable for customs charges upon re-entry to the UK.
Exchanges can be made for an item up to the value of the original order; for a more expensive item you must return the item and place a new order online. 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. However it may be worth noting that all UK orders over £50 received free shipping anyway. It is often a lot quicker to place a new order than to process an exchange and during peak season, it may make more sense to order the item you are hoping to exchange for, before it sells out.
We do not offer exchanges for any orders placed outside the UK.
We ask you to simply place a new order for the items you would like to receive. Please then return the original item(s) by post/courier for a refund. We recommend you send packages tracked or insured as MamaOwl is not liable for any loss on returns and are unable to chase your packages. Items and customs documents must be marked as 'returned goods'
Returns & Exchange address:
8 Argall Avenue
Please note we only accept returns via post or courier we can not accept them in person.
Please check all your items as soon as you receive your order. If you are unhappy with anything you receive, please email us immediately with a clear photo of the item, your name and order number as well as a clear description of the issue. Make sure to email us before posting anything back should this be the case. We are unable to cover return costs where no contact has been made prior to the return. Please allow us to assist you, we are here to help and want you to enjoy all of your beautiful purchases.
RATES OF EXCHANGE & BANK FEES:
MamaOwl is based in the UK and our customers are charged in GBP. Customers overseas will be charged conversion fees either by their Bank or Paypal. 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. If in any doubt, please contact your payment provider.