Delivery & Returns

DELIVERY & RETURNS


IMPORTANT NOTE FOR CUSTOMERS

We offer a Delivered Duty Paid service (DDP) to customers, for countries where this service is available. If the DDP service is available for the shipping country required, all foreign duties, tax and import charges will be shown at checkout and will be payable by the customer when the purchase is made. No additional charges are payable before or when the order is delivered by the courier company. Please let us know immediately should you be asked to make any payments to the courier company so that we can urgently investigate.

Please note that, as we are unable to recover these foreign duties, tax and import charges, should orders be returned to us for refund or as part of an exchange, we are unable to refund these charges to the customer. Please do not hesitate to contact us or kindly refer to our sizing guide should you need any advice on sizing or fit.  

Please note that we are at this time unable to ship dog treats to the EU, United States or Canada.   

There are several countries that do not have a Delivered Duty Paid (DDP) service available, such as Brazil and the Channel Islands. For these countries, import duties, taxes and customs and clearance charges will not be shown at checkout. These charges will be payable in the recipient's country and are solely the responsibility of the recipient. These charges will be billed to you by the courier company or local postal authority.

Please contact us if you have any questions and we will assist in any way that we can.

 

TO MAKE A RETURN

If you wish to return an item purchased at www.mungoandmaud.com, please follow the link below to complete our Online Returns Request form. This will enable us to give you a Return Authorisation Number to make your return.

 

ONLINE RETURNS REQUEST FORM 

Items purchased at our webstore can only be returned to our warehouse location as detailed below and regrettably cannot be accepted back at any physical store location.

If you wish to return an item purchased in our Elizabeth Street store, or any other specialist retailer, please contact the relevant store directly to confirm the store's refund policy, which may differ from the refund policy that applies to purchases made through our webstore. Items purchased at a Mungo & Maud physical location can only be returned to the location they were originally purchased from.

Please see below for details on our webstore refund and exchange policies.


DEFINITIONS

Goods

the items offered for sale on the Website

We/Us/Our

Mungo & Maud Limited
Third Floor 
1 New Fetter Lane 
London
EC4A 1AN

You/Your

the buyer of the Goods

DELIVERY

We endeavour to dispatch the same day all orders placed by 11am Monday to Friday (excluding UK public holidays).  We normally ship UK orders via DPD's Next Working Day service (mainland UK delivery addresses only, excluding remote locations).  Please note that this is NOT a guaranteed next day delivery service.  Overseas orders are shipped via DHL or FedEx.

Your order may require a signature upon delivery. The cost of delivery will be added to your order total before payment is taken. Our standard delivery charge for delivery to addresses within the mainland UK is £8.50 per order and is subject to change. Should a higher charge apply to a particularly heavy or bulky item, We will advise you prior to processing your order that a higher charge applies.

Overseas delivery charges will be quoted and charged on a case by case basis. If an item is out of stock, this will be indicated on the webstore whenever possible. Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days. If we are unable to perform the whole or part of the order due to any cause or event beyond our control, we may offer notice in writing to you to cancel or suspend the order in whole or in part without liability. We may deliver separately the goods which make up your order. Where we do so, you will only incur one delivery charge. Title to the goods shall pass to you on payment in full of the price of the goods.


SHORTAGES AND TRANSIT DAMAGE

You must inspect the goods at the place and time of delivery and notify us of any shortages, defects in the goods, or of any other complaint immediately and in any case within ten working days from the date the goods were delivered, failing which the goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where goods prove to be faulty, we will replace them without charge, or give a full refund within 30 days of the date of the delivery. Where goods are faulty or not as ordered, we will reimburse the cost of delivery back to us should we ask you to return them to us.


TAXES AND IMPORT DUTIES

All prices are quoted in Pounds Sterling (£) or your local currency and include, where appropriate, UK Value Added Tax. If your delivery address is outside the UK, UK Value Added Tax will be removed from your order. For orders shipped to countries where the Delivered Duty Paid (DDP) service is available, foreign import duties, taxes and customs and clearance charges will be added to your order before you complete the transaction. They will not be refunded by us should you cancel your order or return any goods to us for exchange or refund.

If your delivery address is in a country where the Delivered Duty Paid (DDP) service is not available, import duties, taxes and customs and clearance charges are payable in the recipient's country and are solely the responsibility of the recipient. These charges will be billed to you by the courier company or local postal authority. They will not be refunded by us should you wish to cancel your order or to return any goods to us for exchange or refund. In addition, please note that you will be responsible for any charges that may be incurred by us should you fail to pay these charges promptly and in full to the courier company or local postal authority.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws. Please note that customs may open and inspect packages and that the cost of the goods must be specified on the documentation attached to the package, even if it is a gift.


CANCELLATION, RETURNS & EXCHANGES

You may cancel an order up to fourteen days from the day on which you receive the goods. We ask that you notify us of your wish to cancel and receive a refund via our Online Returns Request form.

If you wish to return goods to us after the two week period, we may, at our sole discretion, be able to offer you an exchange or online store credit. We are unable to accept returned goods that we reasonably believe are not in re-saleable condition or that have been used, unless the goods were faulty or damaged when received. We regret that orders for goods made to your specifications and gift wrapping will not attract any right to cancel. We also regret that we cannot accept returns of toiletries for hygiene reasons or treats due to their perishable nature. 

Once we receive your Online Returns Request submission, we will be in touch with a unique Returns Authorisation Number. Please write the Returns Authorisation Number where indicated on the delivery note that was enclosed in the package when the order was shipped to you. Please place the completed delivery note inside the package that you return to us. You should then return any items within fourteen days of receiving a Returns Authorisation Number, at your own expense. Please ensure that all goods returned are suitably packed and obtain proof of posting, as we cannot be held responsible for packages lost or damaged on return to us. We recommend that you insure any goods returned to us. All goods returned to us must be complete with original receipt, in their original packaging and in an unused and re-saleable condition.

All goods must be returned to the following address:

Mungo & Maud Returns
C/O Torque
Wortley Moor Road
Wortley
Leeds
LS12 4JH
United Kingdom

If you have ordered any service from us, you have fourteen working days after the day that you place your order in which to cancel. However, your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period.

In the case of cancelled orders, payments will be refunded within thirty days and in accordance with the Consumer Contracts Regulations 2013.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

Customers in the United Kingdom:

If you return an order in full for a refund, we will refund the original shipping charge to you. Should you return part of your order for refund, we will not refund the original shipping charge. If you return part or the entire order for exchange, we will not refund the original shipping charge however we will ship the replacement goods to you without additional charge.

Customers in the United States:

Please note that, for orders returned from the United States, we will provide a pre-paid returns label for a flat fee of $20, which shall be deducted from the refund total prior to your refund being processed, unless the return is to replace faulty items or items not as ordered.

If you return an order in full or part for a refund or exchange, we will not refund the original shipping charge, foreign duties, tax and import charges to you, unless all items of the returning order are faulty or not as ordered and no replacement items are available. If you wish to purchase any items in exchange, there will be an additional shipping charge, unless it is to replace faulty items or items not as ordered.

Customers outside the United Kingdom and the United States:

If you return an order in full or part for a refund or exchange, we will not refund the original shipping charge, foreign duties, tax and import charges to you, unless all items of the returning order are faulty or not as ordered and no replacement items are available. If you wish to purchase any items in exchange, there will be an additional shipping charge, unless it is to replace faulty items or items not as ordered.


CONTACT US

If you would like any further information please do not hesitate to contact us.

Last updated: 8 October 2024