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FAQ'S

Can't quite find what you're looking for? We've shared some of our frequently asked questions to help!

I have a question regarding my order, who do I contact?

Please pop your full name, order number and query into an email and send it to [email protected]

A member of our CS team will get back to you as soon as possible.

 

Do you ship worldwide?

Yes, we ship worldwide. Cost and delivery time will depend on the location. Please see our shipping info page here.

 

What payment methods do you accept?

You can pay with credit or debit cards- We accept Visa, Master Card, UK Maestro, Delta, Solo or Electron. You can also choose to make payment using PayPal. 

 

I'm unsure about a size. How do I know what MB size I need?

Please check out our size guide page, which will give you a guide to what size will better, fit you. These sizes will be converted into UK, EU and US sizes to help our customers internationally choose the perfect size. 

 

How do i track my delivery?

We deliver with the Royal Mail courier, you can track your order once it has been dispatched by using the Royal mail track and trace service- simply pop your tracking number in and you can keep track of your orders whereabouts!

 

How do I make a return/exchange?

Our returns/exchange process is very simple. Please email [email protected] stating that you would like to return/exchange your item(s), once we have gotten back to you, please fill out your returns/exchange form enclosed in your delivery and follow the instructions. 

If you want to make a return/exchange it must be within 14 days of receiving your order.

We always recommend returning your order by recorded mail, failure to do so may result in us not being able to process your return/exchange- we do not take responsibility for lost items. 

Returning/exchanging items must be:

  • Unworn and unwashed
  • The item(s) must have the Mamas Boutique tags attached
  • Hygiene seals to still be on product 
  • No make up stains

PLEASE NOTE: SALE ITEMS ARE NON REFUNDABLE AND ONLY EXCHANGEABLE FOR AN ITEM THE SAME PRICE OR HIGHER. PLEASE NOTE MAMAS BOUTIQUE WILL NOT ACCEPT SALE ITEMS FOR A REFUND AND IF YOU DO NOT CHOOSE AN EXCHANGE ITEM WITHIN 7 BUSINESS DAYS OF US RECEIVING YOUR ORIGINAL ITEM WILL BE SENT BACK TO YOU.

 

How long does it take to process my return?

You have 14 days to return your parcel back to us from the day received, once it has arrived your refund will be processed and refunded back into your original account you purchased your item with within 10-14 working days.

*Please note if your item arrives back to us after the 14 day period, it will be re sent back to your shipping address and refused for return*

 

Will you refund my delivery cost?

We do not refund delivery costs unless there has been an error with the order or your purchase was faulty.

 

Can I cancel my order?

Yes you can cancel an order. If you've changed your mind, please email [email protected] as soon as possible.

If your order has already been processed unfortunately we are unable to cancel the order, you will have to wait until your order has arrived to your shipping address and send it back to us through the mail and follow the returns policy. 

 

I need to change something on my order or add an item. How can I do that?

If your item(s) has been dispatched we can not change your order, or add to it. If your item(s) are is still in process then you are able to alter your order. Please drop us an email to [email protected] 

 

My order contains a faulty/incorrect item.

Please email [email protected], we will be happy to provide you with a return authorisation for repair, refund or replacement. 

 

My order won't go through. What should I do?

Please ensure that your billing address is correct and that you have entered all of your details exactly as they appear on your card. If you continue to experience problems whilst making payment we advise you to contact your bank or card issuer.

If your bank confirms that there are no problems with your card, please contact us on [email protected] and we will assist you with completing your order with us.

 

When will my order be shipped?

Your order will be shipped and will be with you within the time frame you selected and paid for at check out. International delivery is estimated so please use your unique tracking code provided via email to track the location of your parcel.

All orders go through fraud checks, if your order is delayed for this reason, we will contact you via email. Extra ID may be requested to confirm your order. Unfortunately, failure to provide this information may result in your order being cancelled. 

 

Where is my order confirmation?

As soon as you place an order, you will receive an email confirmation to the email address you entered on your order. If for some reason, you have not received an email, please check your junk folder, if you still cannot find your confirmation email, please email us at [email protected] where our CS team will assist you.

 

Where is my tracking information?

Your tracking information will be emailed across to the email address you used to check out with, tracking info will be sent you on the day your item is dispatched. Before enquiring about your tracking information please be sure you have waited the time frame of delivery selected at check out first, as your item may still be in process of dispatch.

If the delivery time has passed and you have checked your junk or spam mail then please feel free to drop us an email at [email protected]. We will be happy to re-send your tracking information. Mamas Boutique use Royal mail. 

 

Can i use multiple discount codes on my order?

Unfortunately not, you can only use one discount code per order

 

Do you re-stock sizes?

Some items get restocked however some items are limited edition pieces so we recommend that you be quick to grab the items you are lusting over!

For some items, once its gone, its gone forever so sure to keep up to date with our restocks via our newsletter.

 

Do you wholesale?

We do not currently wholesale. If you happen to come across our product images being sold online, it is being falsely advertised and has not been authorised by us. Please be careful whilst shopping!

 

How do I use a promo or voucher code?

On the checkout page, enter your code into the Promo Code box and click “APPLY”. The discount will then be applied. Simply check out as normal. 

 

Is it safe to order online?

Our site meets the highest standards in security and encryption. When you enter your details such as name, address and credit card number, this information is sent to us using Secure Sockets Layer (SSL), which encrypts the data, preventing anyone else from seeing what is inside the transmission.

Your details are safe with us. We also 3D secure enabled, this means at check out you will be asked to provide your unique password to authorise the payment, only the card holder will no this information, if the password is incorrect the transaction will not go through. 

 

What does pre-order mean?

Some of our most exclusive and high-demand pieces are available to pre-order. Add the item to your bag and pay as normal, and we'll send you a confirmation email and ship the order as soon as the stock arrives. We'll also keep you updated on the progress of your order and the due date. 


*Please note payment will be taken at time of purchase*

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