Shipping Policy
We know that when your little one depends on formula, "it's on its way" isn't good enough — you need to know exactly when it arrives. This page tells you how fast we ship, what it costs, and what we do if anything goes wrong.
At a glance
- Every order ships from our warehouses in the EU or the UK (depending on the formula you order and where it's going), from fresh, recently produced stock.
- Free express shipping on orders over $100 to the EU, the UK, the United States and Canada.
- We deliver to all 27 EU countries, the United Kingdom, Norway, Switzerland, Iceland, the United States and Canada (full list below).
- Most orders arrive within 1–4 business days of shipping with express, or 4–6 business days with economy.
- US orders are Delivery Duty Paid — no customs bills at your door.
- If your parcel is lost or arrives damaged, we replace it or refund you. You don't have to chase the carrier. Dented cans are not considered damaged and are safe to use, unless the can or box is punctured or its seal is broken.
1. Order processing
We pack and hand over orders to the carrier Monday to Friday.
- Orders placed before 22:00 CET on a business day usually leave our warehouse the next business day.
- Orders placed on a weekend or public holiday ship on the next business day. Some orders shipped from our UK warehouse may take one extra business day to be fulfilled.
You'll get an email with your tracking number as soon as your order ships. We are not responsible for delays caused by customs or the shipping carrier.
2. Shipping costs and delivery times
|
Destination |
Orders over $100 |
Orders under $100 |
|---|---|---|
|
United States |
Free express, 1–4 business days |
Economy, 4–6 business days |
|
Canada |
Free express, 1–4 business days |
Economy, 4–6 business days |
|
United Kingdom |
Free express, 1–4 business days |
Economy, 4–6 business days |
|
European Union |
Free express, 1–3 business days |
Economy, 3–6 business days |
Delivery times are counted from the day your order ships.
Shipping costs for orders under $100, and your estimated delivery date, are shown at checkout before you pay. Delivery times are estimates; during holidays and peak periods they can be 1–2 days longer, and we'll inform you when that applies.
Subscriptions: every subscription order (4 cans or more) ships free.
Where we ship
- European Union (all 27 countries): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
- Rest of Europe: the United Kingdom, Norway, Switzerland and Iceland.
- North America: the United States and Canada.
Shipping options, costs and estimated delivery dates for your country are shown at checkout before you pay. Don't see your country? Email us at customercare@mamame.eu and we'll check what we can do.
3. Customs, duties and taxes
- United States: all orders are shipped Delivery Duty Paid. Any import duties and fees are included in your price, and you will not be asked to pay anything on delivery.
- European Union: EU orders always ship from our EU warehouse, so there are no customs charges. Prices include VAT.
- Canada: in some rare cases, import duties and taxes may be charged by Canadian customs on delivery. They are not included in our prices or in free shipping, and are paid to the carrier.
- Norway, Switzerland and Iceland: these countries are outside the EU, so local import VAT or duties may be charged on delivery. They are not included in our prices or in free shipping, and are paid to the carrier.
If you refuse to pay duties and the parcel is returned to us, see section 6.
4. Tracking and delays
Every order is tracked. Your tracking link is in your shipping confirmation email and in your MamaMe account. International parcels can be handed between carriers on the way, so tracking sometimes pauses for a day while it updates.
If your parcel hasn't moved for 3 business days, or hasn't arrived 2 business days after the estimated date, email us at customercare@mamame.eu. We'll open an investigation with the carrier and update you within 1 business day.
5. Lost or damaged parcels
We're responsible for your order until it reaches you.
Lost parcels. If the carrier confirms the parcel is lost, or it hasn't arrived within 7 business days of shipping, we'll send a replacement at no cost or give you a full refund, whichever you prefer. We'll handle the claim with the carrier ourselves.
"Delivered" but not received. Please check with neighbors, your building's mailroom and any safe place the driver might have used, and look for a delivery card. Then contact us within 3 days of the delivery date. We'll open a trace with the carrier and, if the parcel can't be found, replace it or refund you.
Damaged parcels. Email us within 5 days of delivery with your order number and photos of the parcel and the damaged items. We'll send a replacement or refund the damaged items. Please keep the packaging until we've resolved it.
For safety reasons we replace any tin or box with a broken seal, a puncture or leaking contents. Small dents on the outside of a tin whose seal is intact are cosmetic, so on their own we don't treat them as damage. If you're unsure, send us a photo and we'll decide with you.
6. Addresses, refused and returned parcels
Check your address. Please make sure your address and phone number are correct at checkout — carriers use the phone number to arrange delivery. Need to change something? Email us right away. We can update the address free of charge until the shipping label is created, usually within a few hours of your order.
Wrong address or not collected. If a parcel comes back to us because the address was incorrect or it wasn't collected from a pick-up point, we'll contact you. We can reship it for the cost of the new shipping label, or refund the products minus the original shipping cost and a $15 restocking fee.
Refused parcels. If you refuse a delivery (for example, to avoid duties outside the US), the parcel returns to us. Once it arrives and we've checked it's unopened, we refund the products minus the actual outbound and return shipping costs and a $15 restocking fee. We'll tell you the exact amount before refunding.
EU customers: this doesn't affect your statutory rights, including your right of withdrawal within 14 days for unopened products (Returns and Refunds Policy).
7. Contact us
Questions about a delivery? We're here Monday to Friday, 8:00–20:00 CET, and reply within 1 business day.
- Email: customercare@mamame.eu
- Contact form: mamame.eu/pages/contact-us