Frequently Asked Questions

Do I have to pay customs or duty charges?


If you're ordering products to be delivered outside of the EU, they may be subject to taxes, fees, levies or other charges due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU. The person receiving the goods, not the person placing the order, will receive a separate request for payment of these charges. If you're ordering products to be delivered to someone else, make sure that they're aware that they'll need to cover this before you order. Unfortunately we have no control over these charges and cannot predict what they may be, so we can't offer assistance on these processes. We recommend that you check the import charges applicable in any non-EU country before ordering products to be delivered there. You (or the recipient of the products, if different) will be the importer for all international deliveries of the products. Before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect your goods. If your order gets stuck in customs, the recipient needs to contact their local customs office and pay any additional charges or taxes to release the goods. MAMATER cannot do this on your behalf.




I've forgotten my password - What should I do?


If you are trying to sign in to your account but have forgotten your password, click on the link on the sign in page that reads “forgotten your password?” and we’ll send you an email reminder.




Why hasn't my order arrived?


If your order has not arrived within the time-frame specified on our Delivery Information page, try the following: Click the tracking link on your dispatch confirmation email to see your order’s status Sign into your account to check we have your correct delivery address and contact details If you were out at the time of delivery, our delivery driver will have left a card to tell you where your parcel is i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 48 hours and will do our best to locate your parcel straightaway.




How do I track my order?


You can track your order using your tracking number and the link on your dispatch confirmation email. Alternatively, you can sign in to your MAMATER account to check your order status.




Can I cancel my order?


Please see our Cancellations Policy for full details.




Am I able to amend my delivery address?


We are unable to change the delivery addresses for parcels once the order has been placed. Please note that any changes you make to your account after placing an order will not take effect immediately and won’t apply to orders already placed.




An item is missing from my order. What should I do?


Check your dispatch note first (the form inside your box or bag) to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please contact us at sales@mamater.com.




Why has my order been cancelled?


During busy periods, such as sale, demand may outweigh the amount of stock we have and we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible.




Which forms of payment do you accept?


We accept the following methods of payment: Visa, MasterCard, American Express, Delta, Solo, Visa Electron, PayPal and Anthropologie Gift Cards or E-Gift Cards. When entering your card details please ensure that you check the following: - You have entered the correct card type (e.g. Mastercard, Visa) - You have entered your card number correctly (this is the longest number on the card’s front) - You have used the correct cardholder’s name - You have entered the start and expiry dates correctly If you experience problems with entering your payment details please contact us. Credit & Debit cards When using credit & debit cards please enter the long number (displayed in the centre of the card, not the smaller account number at the base of the card.)




What is a security code?


The security code (or CVV2 number) on your credit/debit card is a security measure we require for all transactions. Since a CVV2 number is listed on your card, but is not stored anywhere else, the only way to know the correct CVV2 number is to physically have possession of the card itself. How to find your CVV2 number: On the back of your card, where the signature strip is, you’ll see some digits. The last three make up your CVV2 number. This CVV2 number is four digits on American Express cards, where it appears on the front of the card at the top right. If you cannot read your cvv2 number, please contact your card issuer.




How do I use a promotional code?


If you have a promotional code, you can enter this on the order review page which is the final page before you place your order. Click the “Enter Promotional Code” link on this page, enter the code and then click “submit”. Any discount that is applicable will then be applied to your order. Please check the conditions of your code - if it does not work on your order, it may be because an item in your shopping bag is excluded from a promotion or that the code has expired. Unless otherwise expressly stated in the terms and conditions for a particular promotional code, promotional codes cannot be combined and cannot be used in conjunction with any other offer/discount.




Can you deliver to an address other than my billing address?


Your delivery address does not have to match your billing address; you can choose where you’d like to have you order delivered i.e. home, work, or a family member’s address.




Do you offer exchanges?


We currently do not offer exchanges, returns and refunds, unless in the unlikely event of an error in your order received due to our oversight. In such circumstances, all postage incurred will be borne by us. If you have received a wrong or faulty order, please contact us for our assistance.




I'm having technical problems. What should I do?


Contact us at sales@mamater.com or through our Chat Box and we’ll be glad to help.





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