FAQ

If your order is placed before 12pm it will be shipped the same working day.

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.

All orders within the UK are sent 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 Europe, 10 working days.

For others 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.

You can upgrade your delivery if your delivery address is within the U.K mainland to DPD Next Day Delivery before 6pm.

Please note that your order must be placed before 12pm to qualify for this, otherwise it will be considered to have been placed the following working day.

Please note that 'Next Working Day' is for England only, for residents in Scotland and Northern Ireland this service is a 2 working day leadtime.

DPD does not deliver on a Saturday or a Sunday, so if you order before 12pm on a Friday, it will not arrive until Monday.

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. Duties are the responsibility of the purchaser.

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

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.

Please return all items within 28 days of your order being dispatched. The item must be unworn and in a sellable condition.

Your refund will be processed within 7 working days of receipt of your parcel.

Please DO NOT return your item to us after 28 days as we will not be able to process a refund for you.

As Mutha.Hood is a small business, 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 and sending your item via a tracked service. If you cannot provide proof of delivery for a return I'm afraid we cannot then reasonably refund you for the goods that you have sent to us. 

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.

You do not need to get in touch with me first if you're wishing to refund your order.

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.

Please note that as per our returns policy 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 and sending your item via a tracked service. If you cannot provide proof of delivery for a return I'm afraid we cannot then reasonably refund you for the goods that you have sent to us. 

You do not need to get in touch with us first if you're wishing to exchange your order. However, as our stock sells quite quickly there may be a delay in us sending out your exchange item as we await stock. But we promise to let you know if that's the case.

When you return an item for an exchange please be aware that we ask for 7 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.

Please ensure all items are in an unworn and sellable condition and  return to the below address:

Mutha.Hood Ltd c/o VDepot Limited,
Honingham Thorpe Business Park,
Norwich Road,
Colton,
Norfolk
NR9 5BZ,

Please refer to our return terms before sending your goods back to us.

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. 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.

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.