FAQ

We aim to ship your order within 4 working days.

Please note that during busy periods there may be a delay. This will include product launches and sales. You will receive an email when your item has been wrapped and handed over to the postie. 

If your order contains a pre-order items, please go to the 'I've ordered a pre-order' section below.

Please note that we sadly can't combine orders. We have employed a team of super fast Ninja-style packers. They pack your orders at such a speed that it means we are rarely able to intercept parcels before they're wrapped up.

UK orders are sent either via InPost Locker collection or via Royal Mail 48hr tracked.

Please note that delays in the service of Royal Mail are out of our control. If you haven't received your order within this time frame, we ask that you allow an additional 4 working days before you get in touch with us. 

For rest of world, 16 working days.

Please note that delays with customs processing within Australia, New Zealand and the U.S.A are not within our control. This may add additional time before delivery is successful.

These estimated transit times are based on previous customer feedback.

Mutha.Hood is based in the U.K. If you live in a country where duty is payable on goods sent from the U.K, please note that this is not included within the cost of the item i.e we do not charge you VAT at checkout, as we know you will be charged this on receipt of the goods. Duties are the responsibility of the purchaser.

As of 31.12.20, this sadly now also includes the EU and Ireland.

* For US orders taxes are collected at checkout to ensure you are not overcharged at delivery.

Thank you for your patience in placing a pre-order. We always aim to be clear on the product description itself when we expect to ship your order.

Please note that your entire order will be shipped together. So if you ordered something that was in stock, this will not leave until your pre-ordered items have arrived with us.

Sadly, unexpected delays can and do happen, but we promise to keep you updated if this is the case with your item.

To make returns easier we have a new Returns Portal. 

If you wish to return any of your items, please head to our returns portal within 14 days of delivery to notify us of your intent to return.

Items must be returned to us within 14 days of submitting your return request on the portal.

Make sure that it’s sent back to us in the condition in which it was received, so that we can make sure it finds a new home.

Sadly we cannot accept returns or exchanges outside of this time frame.

Your refund will be processed within 10 working days of receipt of your parcel. Please DO NOT return your item to us after this time frame as we will not be able to process a refund for you.

To create a return you will need your order number and email address. Please click HERE

You can choose to return via your own courier method using Self-Return. Or you can opt to use Royal Mail via our portal, which we believe to be a more competitive rate. If you select this option the advised fee of £4 for packages up to 20kg will be deducted from your processed return.

Please ensure you enclose your returns form in the parcel.

If you choose Self Return it will be your responsibility to pay the cost of return postage. Sadly, we are not responsible if your return is lost in the post. As you are the sender of the item, you will need to contact your shipping service to claim compensation for loss, as always we recommend obtaining proof of postage.

If you order your item in the sale, sadly we can't exchange your items, we will only be able to offer a refund or a gift voucher. This is in order to keep sale prices as low as possible.

Never fear if you're wanting to exchange for a different size, as you won't have to pay postage again on the new item (UK ONLY.) Please just include a note as to what you're looking to exchange your items for.

Sadly we can only exchange for the same item, but just a different size.

We can not exchange for new items entirely. For this we would need to process and refund and request that you place a new order.

If you order your item in the sale, sadly we can't exchange your items, we will only be able to offer a refund or a gift voucher. This is in order to keep sale prices as low as possible.

When you return an item for an exchange please be aware that we ask for 10 days to process returns. We will email you once we've received your item back and to let you know that your new item is on its way to you. This will be sent via standard delivery, so please take a look at our delivery terms for an idea of delivery times.

From time to time, mistakes in packing your order can happen. If this is the case please do get in touch via the contact page and Rosie (The Super Helper) will send you out a replacement item and arrange for a courier to collect the incorrect item.

We are very proud to primarily use organic cotton and Lenzing™ EcoVero™viscose in the composition of our garments, or organic cotton. This helps in the reduction of water use, pesticide use and emissions. However, it's important to take extra care of your garments.

These materials aren't treated with the same chemicals as traditional cotton and viscose. It's really important to not just wash on a cool wash (maxiumum 30c) but to also ensure that the spin cycle is gentle.

If you wash above 30c and tumble dry your items shrinkage can jump to nearly 10%.

I'm glad you asked, you can read more about how sustainable we are by heading to this page.

Yes we are, which has allowed us to resume shipping to the EU and Northern Ireland once again. Our GPSR representative is GCRS Europe, Dublin D24 E029 IE

Hurrah!! Just drop Rosie an email via the contact page and we'd be happy to talk more about stocking Mutha.Hood goods in your store.