Order & Delivery

Once you have placed an order (thank you! ❤️ ) :

1. You will receive a confirmation by email from us (please check spam too!).
2. When your order is ready you will receive a shipping notification by email/text.

What is Our Shipping Process?

Once you have received a shipping confirmation:

1. You will receive a shipping notification by email from us  (please check spam too!).
2. Delivery text or email will be sent when on route.
3. Track your item via email confirmation with web-based tracking.
4. International orders - additional custom charges may be applied which you are responsible to ensure your parcel is delivered. 

Missed Delivery?

1. Our courier will attempt to deliver twice at your allotted time slot. 
2. If the parcel is returned to sender after two attempts, your product cost will be refunded and order cancelled. The order will have to be placed again.
3. You can use our couriers app to change your delivery options if you are not in to receive your package.

Can I Change my Order?

We want to get your order out as quick as possible which means we can't normally make any changes to your order once you've placed it. This includes changing the delivery option, delivery address and products.

You may be able to cancel your order and place a new one instead. We are only able to cancel orders that have not yet been processed to be shipped. This may cause a delay to the process of your order but we will always be happy to assist you with your query.

Faulty, Damaged or Missing Orders 

We're sorry to hear your item is faulty or damaged, or by mistake you have received an incorrect item or items are missing from your order, we will be on hand to assist you as soon as possible. We will require some more information to ensure we can rectify queries as soon as possible.

Please email us within 48 hours of receiving your item with the following information - 

• Order number.
• Images of the item that is faulty.
• Images of damaged packaging along with an image of the parcel label.

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• Please report any incidences of damaged, faulty, incomplete or incorrect orders within 48 hours of receiving your item.
• If your parcel
• We check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recharge you for the item/s and to recover our fees and expenses from you.
• Packaging from damaged items during transit will need to be kept or photographed as proof of damage in transit to support customer claim. 
• If an item has been omitted in error, we will check our stocks and send any such missing item on immediately. Please check your order carefully upon receipt. If you have received the incorrect item, we will do everything possible to rectify the situation for you as quickly as we can, however regretfully, we cannot accept any goods, even those sent to you in error, if they have been worn/washed and that are not in a resell-able condition or not in their original packaging.
• We will cover the costs of return and replacement of any items found to be faulty or damaged or that has been sent in error.
• If your order arrives incomplete, please check your order status, some items are shipped separately. 
• Please obtain a proof of postage/collection from the courier you leave your return parcel with. If your return does not reach us and you don't have proof of postage, we will not be able to refund you. 

Who Should I Contact?

Messages sent via our social media channels cannot always be monitored daily. To ensure we get to your query as soon as possible please send us a message via email to support@mamashack.co.uk

* Working days exclude weekends and public holidays.