Returning Your Treasures

Under the UK Consumer Contracts Regulations, you have 14 days from the day you receive your order to notify us of your intent to return. Once you have alerted our team, you have a further 14 days to ensure the item safely reaches our castle.

To qualify for a refund, your items must be returned in "as new" condition. This means they must be:

• Unused and unworn.

• In their original, undamaged packaging.

• Complete with all magical tags, labels, and accessories still attached.

Items Exempt from Magic, for hygiene and bespoke reasons, we are unable to accept returns on the following:

• Personalised or Custom-Made Treasures: Items crafted specifically for you.

• Hygiene Items: Swimwear, Sleepwear and undergarments, Earrings or hair accessories.

• Opened Mystery Boxes: Once the seal is broken, the surprise is yours to keep!

When the Magic Goes Wrong

If your item arrives damaged, please contact us immediately

• Within 14 Days: You are entitled to a full refund, or replacement.

• Proof of Damage: Please include clear photographs of the damage and the packaging so we can investigate the sorcery involved.

Lost or Damaged in Transit

If your parcel goes astray on its journey or arrives feeling a bit less than magical due to damage, please contact us directly don't contact the courier. We will work our hardest to track down your treasures or provide a replacement to ensure your story has a happy ending. 

Refunds & The PayPal Connection

Once your return is inspected and approved, your refund will be processed back to your original payment method. 

If you used PayPal Pay in 3:

• Magic Maus Mail will refund the total amount to PayPal.

• PayPal is solely responsible for adjusting your payment plan. This may result in a refund of instalments already paid or a reduction in your remaining balance.

• As this is a third-party finance agreement, Magic Maus Mail cannot see or alter your PayPal schedule. Any queries regarding your "Pay in 3" balance must be directed to PayPal’s help centre.

The Return Journey

The cost of return shipping is the responsibility of the sender. We strongly recommend using a tracked "Signed For" service. If the parcel goes missing in the woods, we cannot issue a refund without proof of delivery to our address.

To start a return, please message us on Facebook or use the links below