Delivery & Returns

Delivery

All standard delivery orders will be sent out via Royal Mail 1st class post within 48hrs of your order being placed. P&P is charged at a flat rate of £3.95 on orders of £29.99 or less. Orders of £30 and over are posted free of charge.

Royal Mail Guaranteed Next Day Delivery is available on all orders, at a cost of £8.95. Orders placed before midday will be delivered the following working day (Monday - Friday). Orders placed for this service on a Friday, will be delivered the following Monday. Royal Mail guarantee that items sent via this service will be received by 4pm the next working day. Please note, a signature will be required on delivery. THIS SERVICE IS TEMPORARILY UNAVAILABLE.

Once a package has left us, it is out of our control. Royal Mail are working hard to keep to their usual delivery timescales during these unprecedented times, but standard post is generally taking longer than usual to arrive, so please bear this in mind when ordering.

Click and collect orders can be collected from our Ecclesall Road shop on weekdays from December 1st between 11am and 3pm whilst our shop is closed for Lockdown 2.0. Orders placed before midday will be ready for collection that day. You will be emailed when your order is ready - please bring this with you or show it to us on your phone when collecting. When our shop re-opens on Thursday 3rd December, orders can be collected 7 days a week during our usual opening hours.

If we haven't heard from you or your order hasn't been collected within 7 days, your order will be cancelled and you will be refunded.

We currently only deliver to UK mainland addresses. Please contact us if you wish to send items to any areas outside of this.

Returns Policy

We hope you are happy with your purchase, but if you are not, or you have simply changed your mind, please return your unused, unopened item to us within 14 days of receipt for a refund. Please email hello@mookau.co.uk when you’ve done this. We cannot offer refunds on pierced jewellery, face coverings, or perishable items such as food. Refunds will be processed within 24 hours of your order being received back with us.

We recommend that you return your item by a tracked service as we cannot be held responsible for missing items. Items can also be returned to our shop in Sheffield within 14 days of purchase for a refund or exchange. The same terms apply.

Please note, during Lockdown 2.0 we are extending our returns policy for purchase made in store only. Any items purchased in store after October 15th can be returned to the shop when we reopen, up to and including January 15th 2021. Our policy for online purchases remains unchanged, but we will allow for postal delays when awaiting any returned goods.

If an item is faulty or damaged, your return will be handled in accordance with the Consumer Rights Act.

If you wish to cancel your order before it has been dispatched, please call us on 0114 266 8994 during shop opening hours or email kitty@mookau.co.uk ASAP.