Can I return an item if I change my mind? 

Yes of course, we guarantee to refund any item you’re not completely happy with, we just ask that you return it to us in an unused and sellable condition. We have a 30-day return policy, which means you have 30 days after receiving your item to send it back for a refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

How do I return an item if I want to order something different or have changed my mind?

It’s super simple, just fill out the returns form you received with your order and post it back to us using the address on the form. It’s up to you how you return it, we just ask that you ensure all items are secure and properly labelled to ensure they get back to us safely. 

The item is your responsibility until it reaches us, so please keep proof of posting.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Unfortunately, we are unable to offer exchanges. You can return your item to us and place a new order to receive the item of your choice. The original purchase will be refunded within 30 days. 

How long will my refund take? 

Once we receive the garment back at the fulfilment house, the refund can take up to 14 business days due to quarantine processes, and an additional 5 days for the refund amount to hit your account. The refund will be made to the same payment method used in your original purchase. Once your order has been refunded you will receive a notification via email. 

You have received my parcel - when will I receive an email about my refund? 

We will process your refunds as soon as the garment(s) have gone through quarantine at our head office. Once processed you will receive notification via email about your refund.

I want to change or cancel something in my order - can I do this? 

We will try our best! Please email our customer service at team@themumcollective.co.uk. As soon as you can with any requests relating to your order. Please note that if your order has already been packaged by our warehouse, we are unable to make any amends.

I’ve not received my order? 

We apologise if you have not received your order. This is not common and we want to get this resolved as quickly as possible for you. Please get in touch with us at hello@themumcollective.co.uk with your order number. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.

I have been refunded less than my original payment amount - why is this? 

We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying in a currency other than GBP, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount. 

My garment is damaged / faulty - what do I do? 

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve it as quickly as possible for you. If you believe the item is faulty please contact us hello@themumcollective.co.uk. You will need to tell what the fault is and  as soon as possible after discovering the fault and we will advise what to do next. Our returns policy for faulty items upholds your statutory rights.