How do I know if an item is eligible for return?
It is our endeavor to provide you with the best customer service possible. Please be advised that orders once placed cannot be returned. The only circumstance in which an item can be accepted for return is if the customer receives a damaged good. In case there is a damage in the goods supplied, please email us on mamaquillapads@gmail from Monday to Saturday between 9 AM – 5 PM within 3 working days of the receipt of the goods and a Customer Care executive at Mama quilla will address your concerns at the earliest. No other requests will be entertained aside from damage of goods.
Please make sure the following are intact when the damaged goods are returned:
• The price tags on the product should be intact.
• The product should be unworn, unwashed, unused and in an undamaged condition.
• The item needs to be returned along with the original packaging.
What is the process to return a product?
Step 1
You need to inform us by email at mamaquillapads@gmail.com from Monday to Saturday between 9 AM – 5 PM within 3 working days of the receipt of the parcel having been delivered at your designated post office, stating the reason for the return and with your order number as the subject line. If we are not informed within 3 working days regarding a return, the merchandise is considered sold for good.
Step 2
Please await a written confirmation from our end for initiating the return.
Step 3
Please seal the package properly and courier it back to the address where the product you received from.
Please ensure the package is properly sealed at that point as safe delivery is your responsibility.
Step 4
Please email or whatsapp us to with an image of the sealed package to inform us that you are sending the package back to us, with your order number as the subject line. If you do not email us before effecting a return, this will be considered an unidentified return and will be returned to the sender.
Step 5
Once we receive the product it will take 2-3 working days for us to do a quality check and then we will get in touch with you by email. You will get a refund of your money in case your case is genuine and approved by our Customer Care Executives. The money will be returned via the same method used for purchase within 7-10 days from receipt of the product at Mama Quilla.
Faulty Goods
Goods are faulty if they are received damaged or where a manufacturing fault occurs within 3 working days of receipt of goods. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
If your item is faulty when you receive it, you can return it for a refund. Simply request a return through your account and send the faulty goods back to us within 3 working days of receiving your order.
Repeated Returns
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Mama quilla account at Mama Quilla’s discretion.