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Customer Service FAQ

Ordering

The price given includes packaging costs and VAT. When ordering from non-EU countries, the VAT is applied at the checkout.
MAM Club members are entitled to free delivery on orders of 19 euros and above.
Customers outside the EU will be responsible for any customs charges.

  • Credit card (VISA, MasterCard, Diners Club)
  • PayPal
  • SOFORT direct transfer (for Germany, Austria, Italy, the Netherlands and Belgium)

 

Some credit card issuers apply fees for international transactions in our online shop. Unfortunately, this is beyond our control. If you have any questions, please get in touch with your credit card issuer.

A minimum order value of 19 euros applies for guest users. There is no minimum order value for MAM Club members.
The maximum order value for the online shop is 500 euros.

Unfortunately, we are unable to accept orders placed by phone or email.

 

 

Enter your voucher code in the"Coupon code" field and "Apply". This can be done either when viewing your basket or during the last stage of checkout.

Please check the specified voucher conditions. Please also note that the voucher code will expire if the purchase is not completed. In this instance, please contact our customer service.

Is something currently out of stock? No problem! If you are a MAM Club member, you can simply select the sold-out item in the online shop and click on "Product availability" – you will be notified by email as soon as your desired item becomes available.

Please check your order details carefully. It is not possible to change/cancel your order after it has been placed.
If your package cannot be delivered due to an incomplete/incorrect address, it will automatically be returned to us. You can also refuse to accept the package. We will confirm receipt of your return by email and authorise the refund.

Delivery

We deliver globally – with the exception of the following countries:

  • Brazil
  • China
  • Greece
  • United Kingdom
  • Canada
  • Malaysia
  • Singapore
  • USA
  • Chile

MAM Club members are entitled to free delivery on orders of 19 euros and above.
Delivery costs apply for guest orders and MAM Club member orders under 19 euros.

Delivery times are displayed for each product. MAM Individual products are made especially for you and will therefore take longer to be delivered. In order to minimise our environmental impact, we will send your standard products together with your personalised products.

You will receive a shipping confirmation and tracking number as soon as your order has been dispatched. Using this number, you will be able to view the delivery status of your order via DHL.

If your package is damaged, you must report the damage in writing within seven working days of receipt at a DHL/postal service branch. The whole order must be presented, complete with cardboard boxes/packaging.

Please send a photo of the incorrect item to our customer service team. We will send the correct item to you as quickly as possible.

If there is an item missing from your order, please contact our customer service team.
Please state your order number, as well as the item number and name of the missing item. We will send the missing item to you as quickly as possible.

Please send a short description and a photo of the damaged item along with the order and item number to our customer service team.

Returns

You can return MAM products within 14 days. More information about your right of return can be found here.
MAM Individual products are made especially for you and therefore cannot be returned.

The customer bears the return costs.

As soon as we receive your return, we will send you a confirmation email.
You will usually be refunded within 3-4 work days of us receiving the returned items.

Unfortunately, we are unable to exchange items.
You can, however, return the items within 14 days and place a new order. More information about your right of return can be found here.
MAM Individual products are made especially for you and therefore cannot be returned.

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