We offer a Muddy good returns policy and if you are not 100% happy with your purchase we promise to refund or exchange any item if returned unworn, with tags attached and in its original packaging within 30 days.
Returns should be sent to:
After this, and until the first anniversary of your order, we offer a quality guarantee if for some reason our clothes don't meet your high standards (although if the dog ate your jacket, or your explorer goes through a bramble hedge backwards, I'm afraid this doesn't count).
If you're not happy we will offer you a refund or do our best to send out a replacement. We want to ensure you are completely satisfied with your purchase, and offer this guarantee in good faith, though if we do see you doing this regularly it will become clear that this trust is being taken advantage of and we hold the right to refuse a replacement.
Please note that our freepost service is only available to customers within the UK. Muddy Puddles are 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.
Returns during Sale
We are very happy to give our customers free returns over 30 days most of the time. We are very happy to give our customers free returns most of the time, however purchases of sale items made during 26 Dec-31 Jan and 1 Jul-23 Aug do not qualify for free returns and need to be returned within 7 days of receipt.
This is because we sell our muddy kit at such competitive prices in these sales to get ready for new styles for new seasons and therefore we really can’t afford to have some of these items back on free returns as well. This of course not true if you receive a faulty product and throughout all our other offers in the year we will of course give you free postage on returns.
Q. What happens if I change my mind about an item or they don’t fit?
A. 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 our Freepost returns address. 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.
Q. 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?
A. 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.
Q. If I want to exchange an item do I have to pay for postage again for my replacement item to be sent to me?
A. No you only pay once for your postage, exchange items will be sent to you at our cost (UK mainland delivery addresses only)
Q. Can I return goods if I have removed the tags?
A. I am afraid not, goods need to be returned to us with these attached
Q. What if I want to exchange my item for something cheaper or more expensive?
A. If it is cheaper we will refund the difference onto your original method of payment and if it’s more expensive we will ask for extra payment
Q. I notice that during your January and Summer sale period we can’t use your freepost returns address, why is that?
A. We are very happy to give our customers free returns most of the time, however purchases of sale items made during 26 Dec-31 Jan and 1 Jul-23 Aug do not qualify for free returns. This is because we sell our muddy kit at such competitive prices in these sales to get ready for new styles for new seasons and therefore we really can’t afford to have some of these items back on free returns as well. This of course not true if you receive a faulty product and throughout all our other offers in the year we will of course give you free postage on returns.
Q. I have lost the original returns paperwork, what can I do?
A. 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
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.