Every time you make a purchase at MaMaterno, you will receive an order confirmation email detailing the information you provided, the products purchased, the total amount, and the payment method.
In the event that you do not receive the confirmation email and see that the amount for the product has been charged to your bank account, please contact us at infomamaterno@gmail.com.
SHIPPING
1. What is the status of my order?
Once the package has been shipped, you will receive an email with the tracking number so you can follow its delivery.
We recommend that you keep an eye on your inbox for future updates. Thank you for your purchase!
2. How long does it take to ship the order?
At MaMaterno, we have two types of shipping:
- Digital: You will receive it in your email in PDF format within 24 hours.
- Physical: Once you place your order, the processing time will be 24 hours. After that, it will take between 48 and 72 hours for delivery, unless the order is placed on a Saturday, Sunday, or holiday, in which case the order will be processed on the first business day following the day the order was placed.
For more information about our shipping policy, click here.
3. Do you ship to Ceuta, Melilla, and the Canary Islands?
At the moment, we do not ship to Ceuta, Melilla, or the Canary Islands.
Our delivery services cover the Peninsula and the Balearic Islands. We are trying to make it possible to cover all locations in Spain in the future! We apologize for the inconvenience!
4. I have had problems with the delivery or the carrier.
We are sorry to hear that you have experienced difficulties with the delivery or the carrier.
It is essential that you communicate directly with the company responsible for the delivery to address any issues that may have arisen. We recommend that you provide specific details about your situation so that they can take the necessary measures to resolve the problem in a timely manner. If the problem persists, please contact us via:
Yes, our company accepts product returns within a specific timeframe and under certain conditions.
The item must be unused and in the same condition that you received it, including its original packaging.
Please note that personalized prints and digital downloads cannot be exchanged or returned.
For more information about our return policy, click here.
2. How many days do I have to return my order?
You have a period of 15 days to return your order from the date you received it.
During this period, you may request a product return without needing to provide a reason.
It is important to follow the instructions provided by MaMaterno to ensure a smooth return process.
For more information about our return policy, click here.
3. Can personalized products or digital downloads be returned?
Personalized products cannot be returned due to their unique nature and being specific to the customer.
It is recommended to carefully review the characteristics of the desired item before making your purchase.
4. Are returns free?
Yes, returns are free in our store if the product arrived damaged or defective. Our goal is to ensure customer satisfaction, so there is no additional charge for returning a product.
In the event that it is due to customer preference and not for the two aforementioned reasons, the buyer will be responsible for the costs incurred.
For more information about the return policy, click here.
5. Can I request a refund for my order return to a different card or payment method?
We are sorry, but it is not possible to request a refund for your order return to a different card or payment method.
The refund will be made exclusively to the card or payment method used in the original purchase.
6. I still haven't received the refund for my order return
Once the product is received and verified that everything is in order, we process the refund within a maximum period of 15 business days.
Remember that the refund will be made using the same payment method used for the purchase.
If you have not received the refund after this period, please contact us:
