Received a faulty or defective item?
We're really sorry to hear this! In the unlikely event that you received a faulty item, please get in touch with us and we'll get this sorted for you.
Let's face it returns can be a bit of a nuisance. You've order something, and now you've got to send it back. Well we want to make this as seamless as possible so simply send us an email with your order number, date of purchase, and full name, photos and description of item to arrange a replacement or refund.
Change of mind
So you’ve changed your mind? Or the person receiving your gift doesn't love it? It's ok, we get it. We are happy to provide a Credit Note under the following conditions:
- You must contact us prior to sending back any items within 30 days of order confirmation
- Proof of purchase will be required
- A Credit Note will be issued once the returned item is received, inspected and deemed to be re-sellable. Credit Note will be processed and emailed to you within 3 - 5 business days of the inspection
- To request a return of your item, please see our Return Policy below.
Mama Kisses Return Policy
- You must contact us prior to sending back any items and we will provide return instructions
- Proof of purchase will be required
- Returned items must be unwashed, unused at all and unworn items, including the packaging
- Please package your item(s) appropriately to ensure they will not be damaged in transit (any damage during transit will be your responsibility as we are unable to accept returns for items that arrive damaged)
- It is important to note that we cannot guarantee any items you request for a return will be in stock at the time of receipt of your return. In these cases we will contact you to confirm how you would like to proceed
- We’ll pay the return shipping costs if the return is a result of our error i.e. you received an incorrect or defective item, etc. For Change of Mind, return shipping cost is at the purchaser's expense.
- For Refund Requests, you must contact us within 7 days of receiving your order with your return request details and we will forward the return instructions.
- For Change of Mind, you must contact us within 30 days of the order confirmation. A Credit Note will only be issued once we receive, inspect and deem the product to be suitable for re-selling
Please check that all information is correct when placing your order. Ensure that your email address is completely correct to avoid missing communication from us and please provide a contactable phone number should we need to contact you in regards to you order.
Can I cancel my order before it is shipped?
Due to the volume of orders and correspondence we receive we are unfortunately unable to cancel an order once it has been placed.
Can I obtain a refund?
There are certain circumstances in accordance with the consumer guarantees contained in the Australian Consumer Law where we will gladly provide a refund (or exchange or credit note) and any return shipping will be at our cost. If you would like to review the details on these consumer guarantees please see the ACCC resources available here.
The following situations will generally NOT give rise to a refund under the Australian Consumer Law:
- the delivery of your order being delayed by our shipping provider and/or your parcel arriving after the date you required it;
- an item you receive is a different colour in person to what it appears to be on your computer or mobile phone screen, except in cases where the item is in fact incorrect - for example receiving a red variation of a play mat instead of the black variation); or
- you change your mind about the item or the item doesn't fit or look the way you anticipated (excepting situations where the item is actually faulty).
If you believe you are entitled to a refund under Australian Consumer Law please contact us and we will work with you to resolve your issue as swiftly as possible.