Refund Policy
At Mumubears, every doll is 100% handmade with lots of love, care, and meticulous attention to detail. We want you to feel absolutely happy and confident when adopting a new friend from our studio!
Please read our refund and return policy carefully before placing your order:
1. Change of Mind Because our items are uniquely handmade and often made-to-order, we do not offer refunds, exchanges, or cancellations for a change of mind. Please review the product sizes, materials, colours, and descriptions carefully before purchasing. If you have any questions about a specific doll, please email us before buying—we are more than happy to send you additional photos or details!
2. Damaged or Faulty Items We pack every single order securely to ensure it arrives safe and sound. However, if your item arrives damaged or faulty, we are here to support you in accordance with Australian Consumer Law.
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What to do: Please contact us as soon as possible. While we prefer to be notified within 48 hours of delivery, faulty items must be reported within 14 days to qualify for a review, refund, or replacement.
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How to claim: Send an email to hello@mumubears.com including:
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- Your Order Number
- A brief description of the issue
- Clear photos of the damaged item and the packaging it arrived in
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Resolution: Once we review your claim and confirm the manufacturing fault, we will happily offer you either a replacement item (subject to availability) or a full refund processed back to your original payment method.
3. Lost Packages All Mumubears orders sent via Australia Post include full Tracking.
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If your package seems to be delayed or lost in transit, please check your tracking link first for the latest updates.
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If the package is deemed missing by the courier, contact us and we will help you lodge an official investigation to track it down.
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Please Note: While we will do everything we can to assist you, Mumubears is not responsible or liable for refunds for items that have been officially marked as "Delivered" by the courier, or packages lost due to an incorrect/incomplete shipping address provided at checkout.
4. Non-Returnable Items For hygiene, safety, and customisation reasons, the following items strictly cannot be returned or refunded:
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Custom-made or personalised orders.
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Sale, clearance, or discounted items.
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Gift Cards.
5. Return Shipping Costs If a return is officially approved for a verified faulty item, Mumubears will cover the return shipping costs. For any other agreed returns under exceptional circumstances, the customer will be responsible for all return shipping fees. Items must be returned to our studio unused, unaltered, and in their original condition.
Contact Us If you have any further questions or need assistance regarding returns, refunds, or cancellations, please feel free to reach out to us:
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Email: hello@mumubears.com
🧸 Thank you for supporting handmade creations at Mumubears! Your kindness, patience, and understanding mean the world to our small one-woman studio. ✨