Shipping policy
This policy explains how orders placed through madreperlapets.com are processed and shipped, as well as the conditions that apply to returns, exchanges and refunds.
ORDER PROCESSING
Orders are normally processed and handed over to the courier within 1–2 working days after order and payment confirmation. Working days exclude Saturdays, Sundays and public holidays.
Made-to-order, bespoke or personalised products may require additional preparation time. Where applicable, estimated production times are displayed on the product page or communicated after the order is placed.
Processing times might be slightly longer during periods of high demand, public holidays or special product launches.
SHIPPING COSTS
Italy: standard shipping €4.90, complimentary on orders of €70 or more.
Other European Union countries and the United Kingdom: standard shipping €9.90, complimentary on orders of €200 or more.
United States and other international destinations served, including the United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Bahrain and Oman: standard shipping €14.90, complimentary on orders of €250 or more.
All amounts listed are in euros. Available destinations and applicable shipping charges are displayed at checkout before payment.
Complimentary shipping covers transportation only and does not include any applicable customs duties, import taxes or clearance fees.
DELIVERY TIMES AND TRACKING
Any delivery estimates displayed at checkout are indicative and begin when the order is handed over to the courier, rather than when the order is placed.
After dispatch, the customer will receive a shipping confirmation containing a tracking number or tracking link.
Courier delays, customs inspections, weather conditions, public holidays and other circumstances outside our control might affect delivery times. If a problem arises, we will make reasonable efforts to assist the customer and liaise with the courier.
INTERNATIONAL SHIPPING, DUTIES AND TAXES
We ship internationally to the destinations available at checkout.
Unless expressly shown as included at checkout, customs duties, import taxes, clearance fees and other charges imposed by the destination country are not included in the order or shipping price and are payable by the recipient.
These charges are determined by local authorities or the courier and are not controlled by Madreperla Pets.
DELIVERY ADDRESS AND DELIVERY PROBLEMS
The customer is responsible for providing an accurate and complete delivery address when placing an order.
If you need to change an address, contact us immediately. We cannot guarantee that an address can be changed after an order has been prepared or handed over to the courier.
If a parcel appears damaged, lost or marked as delivered but cannot be located, contact us as soon as possible and provide your order number. For visible damage, we also recommend sending photographs of the parcel and product. This does not affect your statutory consumer rights.
RETURNS AND RIGHT OF WITHDRAWAL
You may notify us that you wish to return a product within 14 days of delivery. After notifying us of your withdrawal, the product must be sent back within the following 14 days.
To request a return, email info@mpsandals.com or contact us on WhatsApp at +44 7342 220703 and provide:
- your order number;
- the product you wish to return;
- any requested exchange;
- photographs if the product is damaged, faulty or different from what was ordered.
We will provide return instructions and the correct return address. Do not send a return to our registered office unless we have specifically instructed you to do so.
CONDITION OF RETURNED PRODUCTS
The customer may inspect and try the product only to the extent reasonably necessary to establish its nature, characteristics, size and fit, as they would be permitted to do in a physical shop.
Products should be returned clean, with their accessories and tags and, where reasonably possible, in their original packaging.
Handling beyond what is necessary to inspect the product—including dirt, pet hair, odours, stains, scratches, bite marks, alterations or other damage—might result in dismissal of the refund.
PERSONALISED PRODUCTS AND SALE ITEMS
The change-of-mind right of withdrawal does not apply to products made to the customer’s specifications or clearly personalised, including bespoke products, unless they are faulty, damaged or different from what was ordered.
Products purchased on sale are non refundable.
EXCHANGES
Exchange requests must be submitted within 14 days of delivery and are subject to the availability of the requested product, size or colour.
For exchanges the customer is responsible for the return shipping cost. Any cost for shipping the replacement product will be communicated before the exchange is processed.
If a direct exchange is unavailable, we may process the request as a return and refund, allowing the customer to place a new order.
RETURN SHIPPING COSTS
The customer is responsible for the direct cost of returning the product.
We recommend using a tracked shipping service and retaining the receipt and proof of postage until the refund has been completed.
If a product is faulty, damaged in transit or different from what was ordered, Madreperla Pets will cover reasonable return costs.
REFUNDS
After receiving the return, we will inspect it and notify the customer of the outcome.
Refunds will be processed without undue delay and no later than 14 days after we receive the returned product or, where required by applicable law, adequate evidence that it has been sent back and the refund will be issued to the original payment method unless otherwise agreed, without any additional fee charged by Madreperla Pets.
For orders paid in another currency, any exchange-rate differences or fees charged by the customer’s bank are outside Madreperla Pets’ control.
ORDER CANCELLATIONS
To request an order cancellation, contact us as soon as possible.
If the order has not yet been prepared or dispatched, we will make reasonable efforts to cancel it. If it has already been dispatched, the return procedure must be followed.
For products made to individual specifications or clearly personalised, cancellation might no longer be possible after production has begun.
