FAQ / Need help?
Frequently Asked Questions
Who is behind Mamutino?
We’re a small, London-based family studio focused on toys that are in stock and ready to send. Here’s how we work:
Hand-checked & hand-packed. Every item is inspected and carefully boxed by us — so you don’t get surprises or return headaches.
No dropshipping. Everything you see is Ready to Send from our UK shelves.
Thoughtful materials. Soft knitted toys from Australia made with child-safe, non-toxic materials; engaging Busy Books for screen-free play.
UK-first service. We ship across the UK via Royal Mail Tracked for reliable delivery. Remote areas may take a touch longer.
Need it faster? We can arrange an express Royal Mail service at cost — just drop us a note before checkout.
Gift-ready options. Add a gift bag and greeting card so your parcel arrives ready to give.
Real support, 7 days. We reply quickly — often within hours. Morning messages usually get a response the same hour; late-evening emails are answered the next day.
Simple returns. Changed your mind? Unused items can be returned within 14 days (see our Return Policy).
Questions? contact@mamutino.co.uk we’re here and happy to help.
How fast do you ship?
All orders are shipped with Royal Mail Tracked 48.
Orders placed before 12:00 PM are usually shipped the same day.
Orders placed after 12:00 PM go out the next working morning.
Standard delivery takes around 2–4 working days within the UK.
Once your parcel is dispatched, you’ll receive a tracking link to follow it.
Need your order faster?
If you need an express delivery, contact us at contact@mamutino.co.uk before placing your order.
We can arrange a faster Royal Mail service – you’ll pay only the exact postage cost (no extra fees).
Payment is made separately to our business account before dispatch.
Where do you deliver?
We deliver anywhere in the United Kingdom, except the Channel Islands (Jersey and Guernsey).
Deliveries to remote areas or islands (e.g. Shetland, Skye, Orkney) may take slightly longer depending on Royal Mail schedules.
My parcel hasn’t arrived – what should I do?
If your parcel hasn’t arrived after 7 working days from dispatch, please contact us.
We’ll check the Royal Mail tracking and help with a replacement or refund if necessary.
Can I return a product?
Yes – you can request a return within 14 days of delivery.
Items must be unused, in original packaging, and approved by us before sending.
Once received and inspected, we’ll issue your refund in line with our [Return Policy].
What if something arrives damaged or missing?
Please contact us within 7 days of delivery.
Include photos of the item and packaging, your order number, and a short description.
We’ll make it right as quickly as possible.
What payment methods do you accept?
Secure checkout via:
Visa
Mastercard
PayPal
All payments are processed safely through Shopify’s encrypted checkout.
Do you ship outside the UK?
Not yet – we currently deliver within the United Kingdom only.
How can I contact you?
Email us anytime at contact@mamutino.co.uk
We respond quickly, usually within a few hours – even faster during the day.
We’re available 7 days a week and always aim to help without delay.
📦 Shipping Policy
Dispatch times
Orders placed before 12:00 PM are normally shipped the same working day.
Orders placed after that time will be dispatched the next working morning.
All orders are sent via Royal Mail Tracked 48, unless otherwise agreed.
Delivery time
Standard delivery takes 2–4 working days after dispatch.
You’ll receive a tracking link once your parcel is on the way.
Please note that deliveries to remote areas or islands (e.g. Shetland, Skye, Orkney, Hebrides) may take a little longer depending on Royal Mail routes.
Delivery areas
We currently deliver across the United Kingdom, excluding the Channel Islands (Jersey and Guernsey).
If you live in Northern Ireland, the Scottish Highlands, or other UK islands, your order will still be delivered by Royal Mail as normal.
Express delivery
If you need your parcel faster, please contact us at contact@mamutino.co.uk before checkout.
We can arrange an express Royal Mail service, charged at cost only (no handling fees).
You’ll receive the exact postage quote by email, and once payment is made to our business account, your express order will be shipped immediately.
Lost or delayed parcels
If your parcel hasn’t arrived within 7 working days after dispatch, please contact us.
We’ll verify the tracking with Royal Mail and assist with replacement or refund as per our policy.
Damaged parcels
If your parcel arrives damaged, please email us within 7 days, attaching:
a clear photo of the damage,
a photo of the packaging,
your order number.
We’ll take care of it promptly.