Returns & Refunds

We want you to feel confident when ordering from Mandrelekids. If something is wrong with your order, we will always work with you to find a fair and reasonable solution.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible and include:

  • your order number
  • photos of the item
  • photos of the packaging
  • a short description of the issue

We will review each case individually and offer the most suitable solution. Depending on the situation, this may include:

  • replacement parts
  • a partial refund
  • a full return
  • a full refund

For damaged, faulty, or incorrect items, we offer free returns within 30 days of delivery, including custom-made orders. If the item is returned in such cases, any shipping fees paid by the customer will also be refunded.

Change of Mind Returns

If you would like to return an item because you changed your mind, we accept returns within 30 days of delivery. The 30-day period starts from the date when the tracking status shows delivered.

To be eligible for a change-of-mind return, the item must be:

  • unused
  • unassembled
  • in its original packaging

Please note:

  • you must contact us before returning any item
  • items sent back without prior authorisation will not be accepted
  • return shipping costs are the responsibility of the customer
  • original shipping fees are non-refundable

Custom-Made Orders

Custom-made or personalised orders cannot be returned for change-of-mind reasons.

However, if a custom-made order arrives damaged, faulty, or incorrect, it is covered by our free 30-day return policy for damaged or faulty items.

How to Start a Return

To request a return, please contact us.

Please do not send any item back without contacting us first.

If your return is approved, we will send you the return instructions. Where applicable, we will also provide a return shipping label.

Non-Returnable Items

The following items cannot be returned:

  • gift cards
  • custom-made or personalised orders, unless they are damaged, faulty, or incorrect
  • used items
  • assembled items
  • items not returned in their original packaging

Refunds

Once we receive and inspect the returned item, we will let you know whether the refund has been approved.

If approved, your refund will be processed to your original payment method within 2 to 3 business days. Please note that it may take additional time for your bank or card provider to post the refund to your account.

Important Notes

Please note:

  • customs duties, import taxes, and other import-related charges are non-refundable
  • original shipping fees are non-refundable for change-of-mind returns
  • for damaged, faulty, or incorrect items, we will always review the situation individually and work towards the most suitable solution

Need Help?

If you are unsure whether your order qualifies for a return or refund, please contact us. We will be happy to help.