Delivery & Returns
DELIVERY & RETURNS
- IMPORTANT NOTE FOR CUSTOMERS IN THE EUROPEAN UNION
- CORONAVIRUS: ONLINE ORDERS & RETURNS
- TO MAKE A RETURN
- SHORTAGES & TRANSIT DAMAGE
- TAXES & IMPORT DUTIES
- CANCELLATIONS, RETURNS & EXCHANGES
- CONTACT US
IMPORTANT NOTE FOR CUSTOMERS IN THE EUROPEAN UNION
Please note that the rules relating to orders delivered to addresses in the EU changed as of 1 January 2021. As of that date, we no longer charge VAT on these orders and VAT will be removed from the order at the checkout.
Liability for VAT shifts to the receiver, together with liability for duty (if any) and any import processing charge (which is typically not more than around EUR10).
These charges will be collected from the receiver by the courier company or local postal authority, usually prior to delivery.
It is important that these charges are paid promptly and we would encourage customers to regularly check the shipment tracking information and to contact the relevant carrier locally should there appear to be any delays.
We would respectfully inform customers that these charges are out of our control and that any charges that are incurred by Mungo & Maud as a consequence of the receiver not paying these charges promptly and in full will be charged back to the customer.
Please note that we are at this time unable to ship dog treats to the EU.
Please contact us if you have any questions and we will assist in any way that we can.
CORONAVIRUS: ONLINE ORDERS & RETURNS
As the current health emergency continues, we are doing our best to maintain business as usual whilst following Government guidelines and implementing extra stringent sanitation procedures.
Deliveries will generally be made without carrier obtaining signature. Please contact us for further information.
Please be aware that returns may take a little longer to process than usual as our warehouse follows strict hygiene procedures. All parcels returning to our warehouse will be quarantined before being opened. We will email you as soon as your refund or exchange is processed. If you have any questions or concerns, please email us at email@example.com.
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 returns authorisation number to make your return.
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.
the items offered for sale on the Website
Mungo & Maud Limited of Acre House
the buyer of the Goods
Your order will usually be delivered by Royal Mail, TNT, DPD, Hermes, UPS or DHL and may require a signature on 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 £6.00 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 Website 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 by notice in writing to You 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 (£) and include where appropriate Value Added Tax. If Your delivery address is outside the UK, Value Added Tax will be removed from Your order. Any import duties or taxes and customs or clearance charges that are payable in the recipient's country are solely the responsibility of the recipient. 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, exchange or online store credit 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 resaleable 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, which We ask You to mark clearly on the exterior of the returning package and that You keep noted for future reference. 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 resaleable condition.
All Goods must be returned to the following address:
Mungo & Maud Returns
Wortley Moor Road
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 outside the United Kingdom:
If You return an order in full or part for a refund or exchange, We will not refund the original shipping charge to You, unless all items of the returning order are faulty or not as ordered and no replacement items are available. If you wish for any items to be sent in exchange, there may be an additional shipping charge, unless it is to replace faulty items or items not as ordered.
If you would like any further information please do not hesitate to contact us.
Last updated: 22 March 2021