We offer a Muddy good returns policy! Returns are FREE from anywhere in the UK. If you are not 100% happy with your purchase, just send the item back to us within 30 days from the date of receipt. Depending on your preferences and stock levels, we'll either exchange it or give you a refund, as long as the item is unworn, with the original tags still attached, and in its original packaging.
We do ask that you take the time to complete the returns section on your dispatch form with your reason code for each item. It helps us to better design and plan our products for you if we know if it was a little too big, a little too small, or you just hated the colour. Needless to say, we want to know where we might have let you down or if you just needed to make sure you got the right fit.
A little bit of fine print on your return. Muddy Puddles is not liable for any returns until they reach our warehouse. Returning items is at the risk of the customer. We recommend obtaining a proof of postage from the Post Office which is a free service when posting items back to us. This does not affect your statutory rights as a consumer.
To create your FREE UK return label, please go to http://www.royalmail.com/track-my-return/create/4919 and fill in your details. Take your parcel to a Customer Service Point, Post Office, or arrange a Collection. Please keep your proof of postage until you’ve received your refund or exchange.
We are sorry to say that we don’t offer free returns for our international customers. However, if you do wish to return your items, please prepare your package with your original dispatch note and send via your preferred carrier. We will process your return upon receipt and provide you with your refund or process an exchange. Again, for your convenience, the mailing address is as follows (with a slightly different care of address line):Muddy PuddlesINTERNATIONAL RETURNSWoodview RoadPaigntonTQ4 7SR
If you have any questions or problems with preparing your return, feel free to send a note to firstname.lastname@example.org, and a member of our team will assist you.
DID WE MENTION OUR MUDDY ONE YEAR QUALITY GUARANTEE?
We take a great deal of pride in the quality of our products and offer our customers a one-year quality guarantee on all Muddy Puddles branded items. If for some reason we have failed to meet your quality expectations, we will exchange your item or give you a credit equal to the value of your original purchase. However, if your dog eats it, a sibling uses it to create a modern art masterpiece, or your Muddy Puddler rips their jacket on a fence, we are afraid that doesn’t count.
We offer this guarantee in good faith, so we do reserve the right to review quality return requests on a case by case basis. If you would like to request an exchange or refund under our Muddy One-Year policy, please contact our customer support team at email@example.com for assistance.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We try to process returns as quickly as possible, but it can take up to 14 days when we're very busy, so please bear with us.
WHAT IF I BOUGHT A MUDDY PUDDLES ITEM FROM ANOTHER COMPANY?
If you have chosen to purchase your Muddy Puddles item(s) from one of our stockists (online or in store), you will need to check their individual returns policy for a refund or return. While we are always happy to help a Muddy customer, in this case you are going to have to deal with the stockist directly for any returns or exchanges.
WHAT HAPPENS IF I CHANGE MY MIND ABOUT AN ITEM OR THEY DON’T FIT?
No problem. As long as the product has not been used or damaged and still has the tags attached then just send the item back to us using the return label (see above under UK or INTERNATIONAL RETURNS). Please fill in the returns form which is on the back of your delivery note letting us know if you would like an exchange or a refund and enclose it in the parcel with your returned goods.
I AM GOING ON HOLIDAY AND I REALLY DON’T HAVE THE OPPORTUNITY TO SORT MY RETURN BEFORE I GO, WOULD IT BE POSSIBLE TO RETURN AS SOON AS I GET BACK ALTHOUGH THIS WOULD TAKE ME OVER YOUR 30 DAY RETURNS TIMESCALE?
Yes of course, that is absolutely fine, we understand how busy things get just before a holiday and will be happy to process it for you upon your return.
IF I WANT TO EXCHANGE AN ITEM DO I HAVE TO PAY FOR POSTAGE AGAIN FOR MY REPLACEMENT ITEM TO BE SENT TO ME?
No you only pay once for your postage, exchange items will be sent to you at our cost (UK mainland delivery addresses only)
CAN I RETURN GOODS IF I HAVE REMOVED THE TAGS?
Unfortunately not, goods need to be returned to us with these attached
WHAT IF I WANT TO EXCHANGE MY ITEM FOR SOMETHING CHEAPER OR MORE EXPENSIVE?
We are happy to exchange your item for the same style in a different size, however if you wish to purchase a different item you will need to return it for a refund and place a new order.
I HAVE LOST THE ORIGINAL RETURNS PAPERWORK, WHAT CAN I DO?
That’s no problem if you could just pop a note in with your returned goods with as much information as possible we will sort that out for you. If you could put a phone number on your note if we need further information we will give you a call. Then please send the item back to us using the return label (see above under UK or INTERNATIONAL RETURNS)
If we are informed within 7 days of receipt that you wish to return the full order, any postage costs charged will also be refunded, under the distance selling regulations. For returns received after 7 days the full value of the goods shall be refunded, but postage charges shall not be reimbursed.
For more information about distance selling regulations visit here.