FAQ / Need help?
Frequently Asked Questions
Need help? You’ll find answers to our most common questions below. If you need anything else, email us at contact@mamutino.co.uk.
Who is behind Mamutino?
We’re a small, London-based family studio focused on thoughtful products, personal service and a carefully considered customer experience.
Mamutino is currently entering a new chapter. We’re working behind the scenes on a more focused collection built around thoughtful design, tactile materials, careful construction and screen-free play.
Products currently available to purchase are held in UK stock and are checked and packed by us before dispatch.
How quickly do you dispatch orders?
Orders placed before 12:00 PM on a working day are usually dispatched the same day.
Orders placed after 12:00 PM, at weekends or on UK bank holidays are normally dispatched on the next working day.
Once your order has been dispatched, you’ll receive tracking information by email.
How long does UK delivery take?
Standard UK delivery normally takes around 2–4 working days after dispatch.
We use tracked Royal Mail services. Deliveries to remote areas, the Scottish Highlands and UK islands may occasionally take a little longer.
Do you offer express delivery?
If you need your order sooner, please contact us before checkout at contact@mamutino.co.uk.
Where possible, we can arrange a faster Royal Mail service and confirm the available option and postage cost with you.
Where do you deliver?
We currently deliver throughout the United Kingdom, excluding Jersey and Guernsey.
Deliveries to Northern Ireland, the Scottish Highlands and UK islands are available, although some destinations may take slightly longer.
Do you accept returns?
Yes. We accept eligible returns within 30 days of delivery.
If you change your mind, please contact us within 30 days of receiving your order. Items should be unused, in their original condition and, where possible, returned with their original packaging.
For change-of-mind returns, the customer is normally responsible for the return postage cost.
Please see our Return & Refund Policy for full details before sending anything back.
What if my order arrives damaged, faulty or incorrect?
Please contact us as soon as possible at contact@mamutino.co.uk.
Include your order number and, where useful, photographs of the item and packaging. We’ll review the issue and arrange the appropriate solution.
If an item is faulty, damaged or incorrectly supplied, we’ll handle the matter separately from a standard change-of-mind return.
Nothing in our returns policy affects your statutory rights.
My parcel hasn’t arrived. What should I do?
Please check the tracking information supplied with your dispatch confirmation first.
If your parcel appears delayed or tracking has stopped updating, contact us at contact@mamutino.co.uk with your order number and we’ll investigate it with Royal Mail.
What payment methods do you accept?
The payment methods currently available for your order are displayed securely at checkout.
Payments are processed through our secure Shopify checkout.
Do you ship outside the UK?
Not at the moment. We currently sell and deliver within the United Kingdom only.
Can I still buy products from the previous Mamutino collection?
A small number of products from our current collection remain available in Last Chance while stocks last.
Once they’re gone, they won’t form part of the new Mamutino collection.
How can I contact you?
Email us at contact@mamutino.co.uk.
Mamutino is a small business, so your message reaches a real person. We aim to respond as quickly as possible.