Refund policy

We have a 10-day return policy, which means you have 10 days from receiving your item to request a return and promptly send back to us. Many (but not all) of our items are eligible for a full refund when received back within the timeframe and as new, but there are some notable exceptions so please review these below. Where possible if a refund is not permitted we will offer you a store credit or exchange. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging if applicable. You’ll also need proof of purchase by way of your order number - sent with your confirmation email.

To start a return, you can contact us at info@andmotherstore.com quoting your order number. If your return is accepted we will advise on our return address and remind you that returns are the responsibility of the customer and we can't accept any liability for lost or damaged in transit packages. Due to the high value of many of our pieces we highly recommend that you carefully wrap and ship your return items fully tracked/insured, just as we do when sending orders out to customers. Any returns which fail to reach us or arrive damaged will not be able to be issued with a refund. Items sent back to us without first requesting a return will not be accepted.

Returns which fail to reach us within the specified timeframe will only be eligible for a store credit at our discretion. 

You can always contact us for any return questions at info@andmotherstore.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

All items are shipped with a tracking number which is shared with you once fulfilled. We do not monitor this. Please notify us of any issues or delays in receiving your orders at the earliest opportunity. Requests for assistance which come in too late will be hard for us to support or rectify. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items, including items that have been attended to by our atelier service), lingerie and underwear, and personal care goods (such as beauty products that do not have seals on them). 

Unfortunately, we cannot issue refunds on sale items, made to order (MTO) or customised pieces, pre-ordered garments or gift cards. A store credit or exchange will be offered at our discretion. 

Please get in touch if you have questions or concerns about your specific item ahead of ordering.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted we will issue you with a credit or exchange note to make a separate purchase for the new item. Please note that the return shipping and shipping for the new item are your responsibility. When exchanging a like for like (same price) item we will send a link to complete the transaction for shipping. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.