Shipping & Returns

This Imprint describes how we collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Title

Last updated: July 2024

1.Delivery

2. Return

3. Refund

4. Exhange

5. Damaged Items

6. Pre-Existing Conditions

7. Third-Party Retailers

1. delivery

Once an order is placed at checkout, it typically takes within 24 hours for the order to be fulfilled. Order dispatch is within the same timeframe, except for weekends where it will be dispatched on Monday. An order confirmation is emailed once an order is placed at checkout with the order summary and order reference number. A shipment confirmation is emailed once an order is fulfilled and ready for delivery, providing tracking details to follow shipping transit.

Packages take on average 3 – 5 business days to be delivered around the world, though this varies depending on the region. Orders to EU can take on average 1 – 3 business days, depending on the remoteness of the region.

Pre-orders are shipped as soon as they are booked into stock. The estimated delivery date is written on the respective product pages. Payments for pre-orders can be captured up to 30 days prior to the dispatch date.

Mamaaura ships worldwide. Deliveries are made in cooperation with our logistics partners. Customers have the right to cancel purchases and return delivered goods within 14 days of receiving the order by reaching out to Customer Care at info@mamaaura.com. To return an unwanted order, please refer to the ‘Return’ section below.

In cases where a customer believes delivery is delayed in such a way that fulfillment of an order is no longer desired, it is their responsibility to cancel the order. In cases where the order has been dispatched, the customer is required to receive the order. Cancellation is not valid until the customer has confirmed with Mamaaura via one of the contact methods on the contact page.

If a product has been discontinued, Mamaaura has the right to cancel the purchase and refund the paid amount to the customer. Mamaaura will notify the customer of replacement or equivalent products if available.

All orders made on the Mamaaura official website are fulfilled and distributed from our designated fulfillment centers.

2. return

It is completely understandable to return an item. Customers have the right to cancel and return an order within 14 days from the day the product was received.

In order to be eligible for a return, the products must be in resalable condition. Products which have been opened and/or used are not eligible under the return policy. Unfortunately, any original shipping costs are non-refundable with the return.

Please refer to the ‘Damage Products,’ ‘Pre-existing Conditions,’ or ‘Third-Party Retailers’ for more information on returns and refund conditions and eligibility.

To return a package, please contact a Customer Care agent and provide the order number to receive a return label for the following countries:

Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain, Sweden, United Kingdom.

Customers in other countries or territories must go to a local courier to return a product. Please note that the sender covers the return shipping. Mamaaura is not responsible for paying shipping nor handling charges.

Returned packages are the responsibility of the customer until the package has been received at the following Mamaaura address:

Mamaaura Dermo Cosmetics GmbH Münchener Str 18 85774 Unterföhring, Germany

Though not a requirement, it is recommended to purchase tracking services as well as hold on to the proof of postage if the return label is not provided by Mamaaura for personal protection.

Please take into consideration what is being sent to Mamaaura as any products sent back cannot be credited and will not be sent back to the customer. Only products received by Mamaaura can be credited. If the order number for the returned product cannot be located then a refund is unable to be processed.

If there are any questions or complications, please feel free to contact a Customer Care agent at info@mamaaura.com.

3. refund

Refunds can take within 10 business days of the product being received by Mamaaura before being issued. An email notification will be sent to confirm the completion of return processing and refunding of the order.

Once a refund is issued, it can typically take within 5 business days for the transaction to be reflected back to the original payment method. Refunds cannot be processed to an alternative card. Please note that on some occasions, it can take up to 14 business days depending on the payment method.

If the refund was not received or there were any complications, please provide the order number and contact a Customer Care agent at info@mamaaura.com.

4. exhange

At the moment, exchanges or store credit are not available at Mamaaura. If unsatisfied with one of the products, please refer to the return section above.

Received the wrong product?

If the wrong product was delivered, please contact a Customer Care agent with the order number at info@mamaaura.com. Any error made by Mamaaura will be resolved by the correct item being sent as soon as possible unless otherwise stated by the customer.

5. damaged items

Products which were broken, damaged, or defective and unusable upon receipt are eligible for replacement. Please contact Customer Care at info@mamaaura.com in order to resolve the issue with appropriate return and/or exchange instructions.

If possible, please provide photo evidence of the damage to help minimize such incidences from occurring in the future.

6. pre-existing conditions

Before placing an order, please note the following:

If you are currently using any other cosmetic products or…

Have any pre-existing conditions such as extremely sensitive skin, experience severe irritation or redness on your skin, or…

Have been diagnosed with any form of skin condition.

It is kindly encouraged to contact Customer Care as soon as possible for advisement about whether Mamaaura products are a right fit for you.

For orders which may have already been placed, should it be decided that Mamaaura is not an ideal fit, a refund will be gladly issued for unopened products. In such instances, please provide the order number of the placed purchase.

7. third-party retailers

Refunds, exchanges, or store credit for products purchased outside of the official Mamaaura websites are not made available by Mamaaura Dermo Cosmetics GmbH.

Please refer to the authorized retailer with whom the purchase was made to view eligibility for their return and exchange policies.

For more information, please contact the authorized retailer.