Returns

We want to ensure you are delighted with your Mum Loop purchase.

If, for any reason, you would like to initiate a return, please get in touch with us via email within ten days of receiving your order. We are happy to organise a size swap, style exchange or full refund for you and want to make the process as seamless as possible.

Returns Procedure

For fashion items to be eligible for return, all products must be unworn and in new condition with all tags attached. Please ensure that when trying on garments, you do not mark them with makeup. We reserve the right to refuse a return should the garments be worn or marked. Please ensure all underwear is tried on over top of your own underwear until you have decided to keep your order. Please note we do not offer refunds for general wear and tear or if your garment has been mistreated in the wash. To maintain the integrity and lifespan of your garment, please follow all care instructions as stated on the care label. 

For Lifestyle products – if you happen to have an adverse reaction to one of the skincare products we sell, please get in touch so we can contact the supplier and get accurate feedback on your concern. If your skin is sensitive to natural ingredients, please check the ingredients list on the relevant product page, or email us directly for more information on our skincare or teas before purchasing.

To initiate a return, you can contact us at hello@themumloop.co.nz. Please note that a return address will be provided to you via email. We respond promptly to all enquiries!

We'll email you instructions on how and where to send your package. Please do not return your item without contacting us first for approval. If you are returning Outland Denim jeans – your return is free, and we'll organise a return label for you.

Please include your order number, full name, and reason for return. Returns must be shipped within 7 days using a tracked shipping method. Unless the product being returned is faulty, the customer is responsible for all return costs.

Once your item has arrived back to us, it will be assessed, and once accepted, your exchange, store credit, or refund will be processed within three working days.

Please note: sale items are not eligible for return, all sales are final, unless faulty.

The Mum Loop offers complimentary shipping (where applicable) with the understanding that the customer will keep the goods purchased. If you choose to return your order because of a change of mind, please note The Mum Loop will retain the shipping costs incurred.

Refunds are processed using the same payment method you used during checkout and may take up to 7 business days to clear, but can show as quickly as 24 hours!

If you have any concerns or need clarification on any of our terms, please don't hesitate to get in touch.