Customer Service

Returns

RETURN CONDITIONS

If you wish to return your order, please fill out our online return form.

To be eligible for a return, you must meet the following conditions:

  • You have requested a return within 14 days after delivery of your order.
  • The returned item(s) are in their original condition, unused, unwashed, undamaged. Please include the Mr Mittens tag and the original packaging.

 

RETURN SHIPPING COSTS

The customer is responsible for paying the shipping costs for returning their order. If you are shipping an item over $75, we recommend considering using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

We are happy to assist you with your return by providing a shipping label. This is strongly recommended if you are shipping from outside the EU, to make sure all necessary customs documents are included. Note that if we create a shipping label for you, we will deduct the shipping costs from your refund.

 

REFUND

As soon as we have received the returned item, we will send a confirmation email and make a refund. It may take some time before your refund is officially posted. If you haven’t received your refund yet, please contact your credit card company first. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still haven’t received your refund yet, please contact us at returns@ilovemrmittens.com.

 

EXCHANGES

If you wish to exchange an item for a different size, color or style, you may simply return the purchased item and place a new order.

 

Shipping

DESTINATIONS

Mr Mittens ships from Belgium (EU) to Andorra, Australia, Austria, Belgium, Canada, China, Croatia, Czechia, Denmark, Finland, France, Germany, Gibraltar, Greece, Hong Kong SAR, Hungary, India, Ireland, Israel, Italy, Japan, Lithuania, Luxembourg, Macao SAR, Monaco, Montenegro, the Netherlands, New Zealand, Norway, Poland, Portugal, Slovakia, South Korea, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, and the United States. If your country is not available during check-out, please send an e-mail to info@ilovemrmittens.com to check delivery options.

 

ORDER PROCESSING

All orders are processed within two business days, except for pre-orders. Once processed, you will receive a confirmation email with a tracing number so you can track your parcel. We ship with DHL Express – please note that the delivery time of your order depends on the country your order is being shipped to. Also note that we do not ship any orders during the weekend or on Belgian holidays.

 

SHIPPING CHARGES & IMPORT DUTIES

We charge a fixed delivery fee depending on the country entered at the check-out, though we offer free standard delivery on orders above €600. All orders will be shipped on a DDU (Delivery Duties Unpaid) basis. This means that any duties and taxes incurred in the country of destination are the responsibility of the customer. For shipments within the EU, no import duties should be charged.

 

REFUSED DELIVERY

If the customer has for any reason refused delivery, Mr Mittens will not cover any unpaid duties and taxes. If your item were to be returned to Mr Mittens and we are charged with any unpaid duties and taxes, these costs will be deducted from your refund, along with the additional shipping costs.