The My Mummy's Market Promise 💜
Every order is handmade with love in our UK home studio. If something isn't right, we'll make it right — that's our family promise to yours.
📋 How Returns Work
1
Report the Issue
Email us within 48 hours of delivery with photos of the problem.
Within 48 hours2
We Review It
Our team reviews your case and responds within 24 hours.
24 hours3
Replacement or Refund
We'll send a free replacement or process a full refund.
3–5 working daysWhen We Offer Refunds / Replacements
- Your item arrives damaged or defective
- There's an error in personalisation that was our mistake
- Your order is lost in transit and doesn't arrive
- The product is significantly different from what was described
- You receive the wrong item entirely
When We Can't Offer Refunds
- Change of mind (all items are made to order)
- Personalisation matches what was entered at checkout
- Minor colour variations due to the 3D printing process
- Damage caused by misuse after delivery
💜 Even when we can't offer a refund, we're happy to create a replacement at a discounted rate. Just ask!
💷 Refund Details
Processing Time
Once approved, refunds are processed within 3–5 working days. It may take an additional 2–3 days for funds to appear in your account.
Replacements
If you'd prefer a replacement instead of a refund, we'll create and ship a new item at no extra cost (for qualifying issues).
Our Promise
We stand behind every product we make. If something isn't right, we'll make it right — that's our guarantee to you.
Important: Cancellation Window
Because every item is made to order, cancellations are only possible within 1 hour of placing your order. After that, production may have already begun. Please double-check your personalisation details before completing your purchase!
❓ Returns FAQs
Can I return a personalised item if I change my mind?
Unfortunately not — because every item is personalised and made to order, we can't accept change-of-mind returns. This is standard practice for made-to-order products under UK consumer law. If something's wrong with your order though, we'll always make it right!
What if the spelling is wrong?
If the mistake was ours, we'll send a free replacement straight away. If the personalisation matches what was entered at checkout, we're happy to make a replacement at a discounted rate — just ask.
My item arrived damaged. What do I do?
Contact us within 48 hours of delivery with photos of the damage and we'll arrange a free replacement or a full refund.
My order hasn't arrived. What should I do?
Check your tracking link first. If there's been no update for a few days, get in touch — and if the order is confirmed lost in transit, we'll send a replacement.
How long does a refund take?
Once approved, refunds are processed within 3–5 working days, plus an additional 2–3 days for the funds to appear in your account.
Can I exchange my item for a different one?
We can't offer direct exchanges on personalised items, but anything faulty always gets a free replacement.
What if I entered the wrong personalisation details?
Contact us within 1 hour of ordering and we'll do our best to update the details before production begins.
Need to report an issue? 💬
We're here to help. Email us with your order number and photos of the problem, and we'll sort it out as quickly as we can.