Return & Refund Policy
Last updated: June 8, 2026
At Mamavea, your satisfaction is our priority. This policy outlines the procedures for returns, refunds, and exchanges to ensure a fair and transparent process. Our policy is designed to comply fully with UK consumer law.
Key Information
| Subject | Detail |
|---|---|
| Coverage & Fulfilment | This policy covers returns, exchanges, and refund requests for defective and non-defective products. Orders are dispatched from Asia through international fulfilment partners, and approved returns must be sent to the UK return address |
| Return Window | Returns, exchanges, and refund requests are accepted within 30 days of the delivery date |
| Return Conditions | Fashion items must be unused, unworn, unwashed, with original tags attached, while trouser hangers must be unused, undamaged, and returned with original packaging and included components |
| Return Method and Cost | Approved returns include a free pre-paid return label and must be sent to the UK return address |
| Statutory Cancellation Right | UK customers have a separate legal right to cancel within 14 days of receiving the goods |
| Refund Processing | Approved refunds are issued to the original payment method within 7 business days after approval |
| Exchanges | Exchanges are accepted within 30 days for a different size, different colour, or an alternative product of equal value, subject to availability |
| Damaged or Incorrect Items | Customers should contact support with order details, clear photos, and a short description if an item arrives damaged, defective, incorrect, or incomplete |
30-Day Return & Exchange Policy
We accept returns, exchanges, and refund requests within 30 days of the delivery date for both defective and non-defective products.
To be eligible for a return, fashion items must be unused, unworn, unwashed, in original condition, with all original tags attached, and returned in their original packaging. Trouser hangers must be unused, undamaged, in original condition, and returned with all original packaging and included components. You will also need your order number or proof of purchase.
If your return request is approved, we will send you return instructions along with a free pre-paid return label. All approved returns must be sent to our UK return address.
Please note that items returned without prior return authorisation will not be accepted.
Right of Withdrawal
You have 30 days from the date you receive your order to request a return or exchange under our store policy. Requests submitted after this period cannot be accepted.
If you are a customer in the United Kingdom, you also have a separate statutory right to cancel your order within 14 days of receiving your goods, without giving a reason. This legal right is independent of our 30-day store policy.
To exercise your statutory right to cancel, you must inform us of your decision within those 14 days. After notifying us, you must return the goods within a further 14 days.
For eligible cancellations under UK consumer law, we will refund the full order amount, including the standard delivery cost, within 7 business days of receiving the returned goods or proof that they have been sent back. If you selected a more expensive delivery option, we will only refund the standard delivery cost.
Conditions for a Valid Return
To qualify for a refund or exchange, the following conditions must be met:
- Items must be unused and in resalable condition
- Fashion items must be unworn, unwashed, and returned with all original tags attached
Items must be returned in their original packaging
- Trouser hangers must be unused, undamaged, and returned with all original packaging and included components
- The return request must be initiated within 30 days of delivery
Items that do not meet these conditions may be refused.
Non-Returnable Items
Certain items cannot be returned, including:
- Items that have been worn, washed, damaged, or used
- Personalised, customised, or made-to-order items
- Sealed hygiene products where the seal has been broken
- Products clearly marked as “non-returnable” on the product page
These exceptions are always clearly stated on the relevant product listing.
Order Cancellations
If your order has not yet been processed or dispatched, you may request a cancellation by contacting us at info@mamavea.com.
If your order has already been processed or shipped, you may still have the right to cancel and return it under our store policy or your statutory rights under UK consumer law.
Return Procedure
1. Contact Customer Support
Please email info@mamavea.com and include:
- Your order number
- Whether you would like a return, refund, or exchange
- A short reason for your request
2. Receive Return Approval
Once approved, we will send you:
- A return authorisation
- A free pre-paid return label (downloadable and printable)
- Detailed packing and return instructions
3. Prepare Your Package
Place the item securely in its original packaging with all included components.
4. Ship the Return
Attach the provided return label and drop the parcel off at the designated carrier location.
Return Address
All approved returns should be sent to:
71 St George's Rd, London SE1 6ER, United Kingdom
International Returns
We do not accept international returns unless required by applicable consumer law or unless the item is damaged, defective, incorrect, or incomplete. Please contact info@mamavea.com before sending any return from outside the United Kingdom.
Return Processing Time
Once your return has been delivered to our return address, we aim to inspect and process it within 2 business days of receipt. During peak periods, processing may take slightly longer.
Refunds
- Returned items are inspected upon receipt
- Once approved, refunds are issued to the original payment method
- Refunds are processed within 7 business days after approval
- All refunds are issued in British Pounds Sterling (£)
- Bank processing times may vary depending on your payment provider
- We may withhold the refund until we have received the returned goods or until you have provided proof that they have been sent back, whichever comes first.
Refund of Original Shipping Costs
If you return your entire order, we will refund the standard original delivery charge paid at checkout. If you selected a more expensive delivery option, only the cost of standard delivery will be refunded.
Partial Returns
If only part of an order is returned, the original shipping cost paid at checkout is not refunded, unless otherwise required by applicable consumer law.
Late or Missing Refunds
If you have not received your refund within the timeframe stated above, please first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as processing times can vary. If you have done all of this and still have not received your refund, please contact us at info@mamavea.com.
Exchanges
Exchanges are accepted within 30 days for:
- A different size
- A different colour
- An alternative product of equal value, subject to availability
Replacement items are shipped at no additional cost.
To request an exchange, please contact info@mamavea.com.
Damaged, Defective, Incorrect, or Incomplete Items
If your order arrives damaged, defective, or incorrect, please contact info@mamavea.com and include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A short description of the issue
We will arrange a free return and offer either:
- A replacement
- A full refund
If your order is incomplete or you received the wrong item, please contact info@mamavea.com and include your order number and clear photos of the items received and the packaging. We will offer a free solution, which may include sending the missing item, sending a replacement, or issuing a full or partial refund.
Statutory Rights
This policy does not affect your statutory rights under consumer law.
Contact Information
E-mail Address: info@mamavea.com
Phone Number: +44 7988 518735
Company Name: F.S. Collective
Store Name: Mamavea
Warehouse Address: 71 St George's Rd, London SE1 6ER, United Kingdom
Registration Number: 91917999
VAT: NL004924203B91
Business Address: Van der Zandenstraat 30, 5521VP, Eersel, Netherlands
Customer Service Available Hours | Monday - Friday
09:00 AM - 05:00 PM | BST / GMT+1
For any questions, please visit our Contact Page. We aim to respond within 1 business day