Return Policy

Return Policy
Refundable returns are not acceptable due to the "Made By Order" nature of all Mumshandmade products. Under EU Regulations, the 14-day cooling-off period does not apply to: goods made to order or clearly personalised. Products described as "made by order" are considered as personalized as the customer accepts the product size provided while any customer has the right to request different size. Mumshandmade accepts custom orders but website products are clearly made-to-order / personalised at the specific size provided on each product description. 

In the unlikely event of receipt of the wrong product, you must notify 'MUMSHANDMADE' within 12 hours of receipt to initiate the process of returning the product to 'MUMSHANDMADE' and refunding it to you.
We are real people, a team of mothers, we knit by our real hands and we are not machines. Please be aware of this before ordering and choose your unique knit very carefully.

If at any case, a EU customer refuses to receive a parcel or a parcel returns to Mumshandmade marked as "not reclaimed" by the transportation company, when this parcel arrives back to the headquarters facility, Mumshandmade will only refund a 30% of the total price of the product and shipping costs are not to be returned. All customers have the right to ask for new shipment of the item but new shipping charges will apply.

If at any case, a customer refuses to pay taxes at customs, then it is possible that the parcel will be destroyed according to several countries regulations. When a parcel is destroyed at customs, Mumshandmade will not be able to refund any amount to the customer.

If at any case, a customer Outside Europe refuses to receive, then Mumshandmade will not refund any amount because it is not possible to import returned parcels due to extremely high charges at Greek customs. 

If at any case, any courier company claims a parcel as "lost" or any other problem appears at transportation, after a requested investigation from Mumshandmade, then Mumshandmade will ask for customer's understanding and will replace the item as soon as possible. No refunds will apply.

Our knits are all bespoke and therefore cannot and should not be returned. We expect a level of responsibility from our customers, we take our work seriously and so should they. In any case, the issue is decided on a case by case basis so no general exception to the above exists at the moment. We promise to take into account any requests and consider them in the outmost seriousness.