FAQs – MUTUKA

FREQUENT ASKED QUESTIONS

1. Does MUTUKA provide return labels?
MUTUKA does not provide return labels. You’re free to ship your return to us via any major carrier or the post office, but the cost of return shipping is not included.

2. When will my order be shipped?
We strive for same-day processing on most orders, but please allow up to 3 business days for shipping confirmation, especially during busy periods.

**For exclusive items, such as hand-painted and or tailor made 1 of 1 pieces please allow up until 15 days until your order is fully processed and ready for delivery.

3. Does MUTUKA ships internationally? Which carrier is used and how long does it usually take?
Yes, MUTUKA ships internationally via UPS, which usually takes 3-5 business days.

4. I received a tracking number, but the shipment hasn’t moved. What happened?
Tracking numbers are immediately generated when your shipping label is created. Please allow 1-3 business days from this date for tracking updates.

5. Do I have to pay import duties or customs fees on MUTUKA purchases shipped outside the European Union?
MUTUKA is not liable for taxes and duties incurred on purchased items.

If customers return items but do not pay outstanding custom taxes, the refund will not be issued. Delivery and Shipping costs will also not be refunded.

6. Can I cancel my order?
Orders are processed automatically, therefore, once you receive confirmation of your order unfortunately it cannot be cancelled. If you wish to return your order, please first check if it is eligible.

*Please note: There are certain situations where only refunds are not granted;
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Also, any item that is returned more than 14 days after delivery.

7. Which payments can I use?
We accept the following payment methods:

Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards and Ideal.

MUTUKA offers a fast and convenient purchase method allowing you to save your credit card and shipping details for future purchases.

We also accept a selection of fast & convenient payment methods allowing you to purchase without entering your credit card details on the website. Your account will be charged once the order is completed. These include: Paypal, Apple Pay, Amazon Pay and Google Pay.

8. How long do I have to return an order?
You have 14 days from the date of delivery to return items purchased on MUTUKA.

9. Does MUTUKA offer exchanges?
We DO NOT accept exchanges at this moment, so please make sure you check your order while in the cart before confirming your order.

10. How do I request a return?
If your item is eligible for return under the conditions stated above, please email us at contact@mutukastore.com and follow the instructions below:

Insert your order number and email address
Add the item's name you want to return
State the reason for your return
Select your preferred refund method, either the original payment method or store credit

Your return will then be processed by customer service who will share further instructions via email.

*Please note: Responsibility and cost for the safe return of the item rests with the customer. We strongly advise you to return the item using a tracked service. Original shipping costs will not be refunded and inbound costs will not be covered. MUTUKA cannot expedite or track returned packages.

11. What if my item is faulty?
If your item is faulty, please email us at contact@mutukastore.com, enter your Order Number, state your reason for return as FAULTY ITEM, describe the fault and additionally, provide pictures of the fault. Our team will then process your return request.

12. When will my return will be issued?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.

*Please note: There are certain situations where only refunds are not granted;
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Also, any item that is returned more than 14 days after delivery.

13. Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@mutukastore.com.