Returns & Refunds
Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked” returns policy which allows you to return delivered items to us for any reason up to 30 days from delivery of your Order. We will issue a refund of the full face value of undamaged items duly returned (excluding the original delivery charges) to your original tender type.
We will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees): (i) to your original tender type if you paid by payment card or PayPal or (ii) by issuing you a gift voucher which you can use on our website only for orders paid for via our cash on delivery service. Please note that for systems reasons, in order to receive a gift voucher, guest check out customers will need to create a Website Account and register their details with us.
Items can be returned using one of the following methods:
- returning the item to any Mamas & Papas store (excluding Department and Outlet Stores) located in the United Arab Emirates. Return to store is not available for furniture.
- contacting us by calling +971 4 818 8400 to arrange collection of the item from your delivery address. A collection fee equivalent to the original delivery charge will apply unless items in the Order were defective or incorrectly fulfilled. Please allow 2 – 3 days for collection of your items.
- shipping the item to the following address Al Tayer Warehouse, Street no 368/22, DM 75, Al Quoz Industrial 4. Please make sure you address the parcel to ECOMM. This service will be at your own expense.
Please note, items purchased in store cannot be returned online.
If you are returning the item directly to a Mamas & Papas store in the United Arab Emirates, you will also have the option to replace it subject to stock availability and price adjustment (where applicable). This is applied on full price items only, and not on sale items
Once your return request has been approved, you should expect to see your refund (via the original payment method) in your account within 5 working days, please note some banks may take longer than 5 working days to process refund payment. If you have not received your refund and it has been 15 working days since receiving confirmation that your return is processed, please contact our Customer Care Team, by emailing firstname.lastname@example.org
If you have made a payment using AMBER points, AMBER will be refunded first following that the remaining amount will be refunded.
If an item in your Order is received damaged or is not what you ordered, then please arrange for return of the item to us using the Returns Process. The item must be returned in the same condition you received it in within 30 days of receipt for a full refund including delivery charges, taxes and any duties. Replacement or repair may be available. Defective items also benefit from a manufacturer’s defects warranty. Please see below for further details.
In order to qualify for a refund or in-store exchange, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt:
- unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage;
- in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear and underwear must have the original hygiene liner attached; and
- accompanied by the original Order confirmation.
- Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund.
- We regret but we cannot offer returns on the following categories of products: toiletries, sale products, products sold in Mamas & Papas Outlet Stores, products sold in Mamas & Papas stores outside the United Arab Emirates. Sale products may be exchanged. Gift items can only be exchanged by the recipient, or returned with a refund given to the purchaser of the gift. The above is without prejudice to any rights you may have to return defective products.
- Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable.
- We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.