Last updated: 1 November 2026
We want every MAMO piece to feel right at home. If it doesn’t, here is how to send it back. This page is part of our Terms & Conditions. Nothing on it takes away the rights you have under the consumer law of the country you live in.
Changed your mind
- You have 14 days from the day your order arrives to tell us you want to return it. If your order came in more than one parcel, the 14 days start when the last one arrives.
- You don’t need to give a reason.
- Once you have told us, you have another 14 days to send the piece back.
- Refusing a delivery or leaving a parcel uncollected is not a way to return it. If that happens, we refund you once the parcel is back with us, minus the cost of the delivery out and back and any customs charges we have to pay.
How to start a return
- Write to us through our Contact page, Customer care in your account, or by email at sales@mamo-israel.co.il, with your order number and the pieces you are returning. You can also use the return form at the end of this page.
- We reply within one working day with the return address and what to do next. Please don’t send anything before you have our return address: parcels sent elsewhere may be lost.
- Pack the piece well and send it with a tracked service. Keep the tracking number until your refund arrives. The parcel is your responsibility until it reaches us.
The condition of returned pieces
Please treat a piece you might return the way you would in a shop: unpack it, look at it, feel the fabric, check the size. Anything more, such as sleeping on it, washing the cover, using it for play, or keeping it in a room where people smoke or pets lie on it, lowers its value.
- If a piece comes back clean, complete and as new, you get a full refund of its price.
- If it shows use, such as marks, stains, smells, hair, a washed cover, missing parts or damage from poor packing, we take off an amount that reflects the value it has lost, up to its full price if it can no longer be sold.
- Before we take anything off, we send you photos and explain the amount.
- Any gift that came free with your order must come back with it; if it doesn’t, we take its value off your refund.
Foam pieces and mattresses
Our beds, sofas, reading corners and mattresses travel vacuum-packed and expand to full size once opened. They cannot be vacuum-packed again at home, but you can still return them after opening. Please send them in the original box or sturdy packaging, wrapped in plastic to keep them clean and dry. An opened foam piece travels back as a large parcel, so returning it can cost more than delivering it did. Please keep that in mind before you unpack.
What a return costs
- When you change your mind, the return delivery is yours to arrange and pay. As a guide, it usually costs at least what delivery to you cost (see our Delivery page); a large piece that has been unpacked often costs more.
- Returns travel back to Israel through customs. Please mark the parcel as returned goods, declare its real value and send it with any duties paid. If incorrect paperwork leaves us with customs charges, we take them off your refund.
- If a piece arrives damaged or faulty, or we sent the wrong one, we cover the return in full and arrange it with you.
Your refund
- We refund within 14 days of hearing that you want to return your order. We may wait until the piece is back with us, or until you show us proof that you sent it, whichever comes first.
- Delivery costs: if you live in the European Union or the United Kingdom and return your whole order, we also refund the standard delivery you paid for it, as the law there requires. In every other case, the original delivery cost is not refunded.
- The refund goes to the payment method you used, in the same currency. We are not responsible for exchange-rate differences or fees charged by your bank.
- Import duties and taxes you paid to your country’s authorities were not collected by us, so we cannot refund them. Your local customs office can tell you whether you can claim them back.
- MAMO Club points earned on a returned order are taken back, and points you used on it are returned to your account. A discount you received on the order is not paid out: we refund what you actually paid.
Exchanges
To swap a colour or size, return the piece as above and place a new order. That way the piece you want is reserved for you straight away.
Arrived damaged, faulty or not what you ordered
- When the courier delivers, please check the box. If it is visibly damaged, write that on the courier’s delivery slip or tell the driver, and take photos.
- Let us know within 48 hours, with photos of the piece, the box and the shipping label, and keep all the packaging until we have sorted it out. That lets us claim from the courier and send a replacement or a part sooner.
- Telling us later does not take away your rights. It only makes the courier claim harder, and may mean we need more time to put things right.
- For a fault, we repair, replace or refund the piece, and we pay for any return we ask you to make.
Our guarantee
Every piece comes with the legal guarantee of the country you live in. In the European Union and the United Kingdom, that means you can ask us to put right a fault that was there on delivery for at least two years. Normal wear, the softening of foam with use, accidents, washing against the care label, and use outside the age guidance on the product page are not faults. See our Care guides to keep pieces looking their best.
Cancelling before your order leaves us
Changed your mind before we have dispatched your order? Write to us and we cancel it free of charge, with a full refund.
Return form
You can copy this text into an email to sales@mamo-israel.co.il or print it. Using it is optional.
To MAMO International, Mamo TO babies, 96 Arlozorov Street, Holon, Israel, sales@mamo-israel.co.il:
I hereby give notice that I withdraw from my contract for the following goods: [pieces].
Ordered on [date] / received on [date].
Order number: [number].
Name: [your name].
Address: [your address].
Date: [date]. Signature (only if sent on paper).