Política de reembolso
We want you to love your purchase. If something isn’t right, you can request a return or cancellation under the terms below.
This Return Policy applies to orders shipped to the USA, Canada, the European Union, the United Kingdom, Australia, New Zealand & Ukraine.
1) Return Window
You may request a return within 30 days of the delivery date.
Once your return is approved, please ship the item back within 7 days.
EU & UK customers
In addition to the 30-day store return policy, consumers in the EU & UK have a 14-day statutory cooling-off right to cancel the order without giving a reason.
If you use this right, you must send the goods back within 14 days after notifying us.
Refunds are issued within 14 days of receiving the goods or acceptable proof of return.
We will refund the standard outbound delivery cost; any express upgrade is not refundable.
EU & UK statutory cancellation requests may be submitted through your customer account or by contacting us by email. The customer account option is provided to make it easier to request cancellation or withdrawal online.
2) Condition of Returns
To be eligible for a return, items must be:
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unused and unwashed
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undamaged
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free from odors, marks, makeup, hair, perfumes, or pet fur
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with all original tags attached
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in original packaging
Try-ons at home are completely fine as long as the item shows no signs of wear.
A receipt or proof of purchase is required.
We do not charge restocking fees.
3) Non-Returnable Items
(Except where required by law)
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made-to-order or personalized items
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sealed items not suitable for return for hygiene reasons (e.g., underwear, bodysuits, socks) if unsealed after delivery
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final-sale or clearance items (this does not limit EU/UK statutory rights)
4) Return Shipping & Methods
Returns are accepted by mail only. We do not accept in-person returns.
Who pays for return shipping?
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Preference/fit/size change: customer pays return shipping
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EU/UK cooling-off: customer pays return shipping
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Damaged, defective, or incorrect item: we cover return shipping (typically via a prepaid label)
After your request is approved, you will receive:
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the correct return address
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RMA number / instructions
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label (if applicable)
Please do not send any items back without approval, as unauthorized returns may not be processed.
For international returns, please mark the parcel as “Returned Goods” to avoid unnecessary customs charges.
5) Exchanges
Exchanges are offered when the requested item is in stock.
If it is not available, we will process a refund instead.
6) Refunds
Refunds are issued to the original payment method after the returned item is delivered and inspected.
Your bank or payment provider may require 5–10 business days to finalize the refund.
Refund of original shipping charges:
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EU/UK cooling-off: we refund the standard outbound shipping cost (express upgrades are excluded)
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All other returns: original shipping costs (if any) are not refundable
We may withhold a refund until:
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the item is returned, or
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acceptable proof of return is provided (EU/UK requirement)
7) Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or wrong item, please contact us within 7 days of delivery.
Include clear photos of the item and packaging.
We will arrange a prepaid label or provide an alternative appropriate remedy.
8) How to Start a Return or Cancellation
You can request a return or cancellation through your customer account:
Cancellations are available only before an item has been fulfilled or shipped. If your order has already been fulfilled or shipped, you may request a return after delivery under the return terms above.
You may also email us at returns@mammyhug.com and include:
- your order number
- item(s) you wish to return or cancel
- reason for return or cancellation
- photos, if the item is damaged, defective, or incorrect
We will respond with approval, instructions, and the correct return address when applicable. Please do not send any items back without approval, as unauthorized returns may not be processed.