How will COVID-19 affect my delivery?

We are currently still able to deliver globally. However, please allow extra time for your order to arrive with you as there are currently extra procedures in place which may cause delays in your local territory. We are monitoring the situation closely and will advise of any changes. If you have any specific questions relating to your order, please email our customer service team on hello@themumcollective.co.uk

Is there a risk of catching COVID-19 from a parcel?

The latest guidance and advice suggests that the risk is very low as the virus does not survive outside of the human body for more than 24 hours. We would always recommend following the government advice which is to wash your hands after touching the parcel and recycling (or disposing) of the external packaging. 

For parcels being returned to us, they will be held for 48 hours before being processed in-line with the latest advice and guidance. 

What are the shipping options? 

UK - Standard Delivery - FREE shipping on orders over £75 or £4.00 on orders under.

UK Next Day Delivery*: £6.99

EU Delivery - FREE shipping on orders over €100 or £12.99 for orders under.

US Delivery - FREE shipping on orders over $120 or £20 for orders under.

Rest of World Delivery - £20.00

 *UK Next Day Delivery: order before 4pm Mon-Fri (delivery days are Mondays to Fridays and excludes bank holidays). Orders placed after 4pm on Friday will be dispatched on Monday. Please read t&cs below for exclusions.

How long will my parcel take to get to me?

Our current processing time to despatch an order is 3-5 working days (Monday to Friday)

Once your parcel has been despatched it will take:

UK Standard - 3-7 working days

UK Next Day*: 1-2 working days

Europe - 5-9 working days

Global - 10-14 working days

(Working days are Monday to Friday, excluding UK Bank Holidays)

I have been asked to pay a duty fee to receive my delivery - what is this for?

Some countries charge a duty or tax on packages imported from the UK over a certain value. If your TMC order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as TMC cannot be held responsible for any tax payments. 

Where is my order?

Please check your order confirmation email. This will tell you how long your order should take. If you have selected tracking then you will also receive a tracking reference which you can use to monitor the delivery. 

I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?

Please email customer service at hello@themumcollective.co.uk and they will be able to help. 

My tracking number isn’t working, what shall I do?

Please wait until the end of the day when you receive the tracking number as it does not appear straight away. If you have any issues, please contact hello@themumcollective.co.uk with your name and order number. 

My items still haven’t been shipped and I haven’t received a refund, what shall I do?

Please contact hello@themumcollective.co.uk with your name and order number. 

I placed an order over a week ago and haven’t heard anything since my confirmation email - can I get an update on my order?

Please refer to your tracking details and if you need further help, email our customer service team on hello@themumcollective.co.uk.

UK Next Day Delivery conditions:

The cut off time for UK Next Day Delivery may be amended as required particularly during peak periods and product launches, the cut off time relevant to your order will be the one advertised on the website at the time of ordering. 

Our UK Next Day Delivery service is provided by EVRI.

The following postcodes are excluded from our UK Next Day Delivery service: GY, HS, IM, JE, KW15-17, PA49, PA60-PA75, PA78, PH30, PH41-PH44 and ZE2-ZE3 postcodes. Items addressed to any British Forces Post Office (BFPO postcodes), Jersey, Guernsey and Isle of Man are also excluded. 

If UK Next Day Delivery is selected for an excluded address we will aim to deliver your order as soon as possible after the expected date.

Orders with unclear, incomplete or incorrect addresses that require verification will be excluded from UK Next Day Delivery. Please take the time to carefully check your address details when placing an order. 

Orders with pending payment, of high value or requiring additional security checks may be excluded from UK Next Day Delivery.

Sometimes we may not be able to provide UK Next Day Delivery because of something beyond our reasonable control (including but not limited to war, acts of terrorism, extreme weather conditions, earthquakes, fire, floods, traffic congestion, mechanical breakdown (including of machinery, equipment, and vehicles), any public or private road being blocked, or industrial action, government action, epidemic and pandemic). In these circumstances we will aim to deliver your order as soon as possible after the expected date.