We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@mamarouxrecords.com. Please note that returns will need to be sent to the following address: Mama Roux Records, 293 Whitley Road, Whitley Bay, NE26 2SN, United Kingdom

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@mamarouxrecords.com.

Damages and issues
Please inspect your order upon reception 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.

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 personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@mamarouxrecords.com.

Shipping policy

All orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Order Processing:

• We ship orders from Whitley Bay, Tyne and Wear, England.

• We process orders within 2-3 business days (excluding weekends and public holidays).

• Pre-ordered items are processed within 2-3 days of arrival of the stock.

• Successfully placed orders will receive an email confirmation with the order details. If you do not receive an email confirmation then please check your spam filters or contact us for confirmation.

• If you require any assistance with your order, please contact us immediately at contact@mamarouxrecords.com. We will not be able to make any changes to your order once it has shipped.

• Please review your order and ensure you have provided the correct address. We are not responsible for non-delivery as a result of errors in the provided address. In the event of an order being returned due to an incorrect address, we will refund the order, minus shipping costs, and ask that you re-submit the order.

Shipping Costs

We offer FREE UK delivery with a spend over £60.

Standard shipping charges for orders under £60 are weight based, and calculated at checkout. 

Please note: that we are a UK-based company. Currently, we are only shipping orders within the UK, and we are not Shipping Internationally.

Click & Collect

You can skip the shipping fees with free local pickup at our store in Whitley Bay, Tyne and Wear. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 10:00am - 5:30pm on Monday - Saturday and 11:00am - 4:00pm on Sundays. Please have your order confirmation email with you when you come.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number (where applicable) you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at contact@mamarouxrecords.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at contact@mamarouxrecords.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at contact@mamarouxrecords.com.