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Shipping and returns
Your order is shipped as soon as possible, but within three working days. We make a trip to the postal service every day the shop is open. Sometimes shipping your order might take a little bit longer, for instance when we have a question about your order for which we need to contact you. Do you need a rushed order? Please contact us! You will receive an order confirmation as soon as we ship your order. Have you ordered something with a longer delivery time together with something with a short delivery time, we will ship your order when the final product can be added to your parcel. Would you like us to ship the other products sooner? Please contact us through the form on this page, through [email protected] or call us on +31 (0) 71 362 6744 (during opening hours).
Be careful when entering your address details! We are not responsible for incomplete or wrong address data. Did you enter a wrong address? Please contact us as soon as possible.
Shipping in the Netherlands is €5,99. Shipping for parcels over 23 kilos is €9,99. If your order amount is over €100, shipping in the Netherlands is free. Shipping to Belgium and Germany costs €10,99. Within the rest of the EU shipment costs vary between €10,99 and €30,99. Outside of the EU, shipping costs depend on the weight of your parcel. To view the shipping costs for your country, simply add the products you want to your cart and pick your preferred shipping method. Please be aware of any rules considering taxes and customs charges in the recipient country before you place your order. Mama Nova is not responsible for any additional costs (eg. taxes or customs charges). If parcels are returned to us by customs, any additional costs will be charged to you.
Pick up in our store
If you choose Pick up in our store you will receive an e-mail as soon as we finish gathering your order. After receiving this e-mail, you can come and pick up your order during opening hours.
If you are not satisfied with your purchased products, you can return them to us. Legally online customers have a cool down period of 14 days in which they can announce to return (a part of) their order. This period starts on the day the parcel is delivered to the customer. After your announcement, you have another 14 days to return the order.
Would you like to return your complete order? Ship the received order back to the return address found below including a note with your name and order number. Mama Nova will credit the total amount, plus shipping to your account. The cost of the return is for your own account. If you want to return part of your order, the cost of return is also for your own account. The amount for the part of the order you want to return will be credited to you. In this case, shipping costs will not be credited. If you are returning from outside EU, be sure to mark your parcel with return goods with 0 euro customs value. We cannot accept any charges for the return.
Every cancelation and return must be announced to Mama Nova in writing. Use the contact form on our website or send an e-mail to [email protected] In this e-mail, mention your full name, your order number and in case of a partial return, the items you want to return. You don't have to mention why you are making a return, but stating your reason for return can help improve our service and our product assortiment.
The risk of return is for the consumer. Mama Nova cannot be held accountable for damages or missing returned items. We advise you to choose a shipment service that provides you with Track & Trace, so you can follow your order. If a product or its packaging is damaged (more than is needed to try the product), we will charge costs. Make sure you handle our products gently and pack your returns carefully!
We will credit the amount of your return through the used payment service withing 14 days of receiving your return. For crediting paid bank transfers we will need your bankaccount number. To prevent fraud, this bankaccount number should be the same as the number from which you paid your order.
Address for returns
2311 TR Leiden
If you are not satisfied with an item you purchased in our shop, please come back to our shop with the item(s). We will have a look resolve the issue together.