Returns Policy
To request a return, the customer must first contact us at hola@mutluatelier.com, specifying their order number.
Once the return request has been approved, MUTLU will provide the customer with the exact shipping address and the necessary instructions to process the return.
Return Window
Return requests must be submitted within 14 calendar days from the date the order was delivered.
Return Shipping Costs and Management
The customer is solely responsible for organizing, arranging, and paying for the return transport of the products. This includes selecting and booking the courier service and covering all associated shipping costs in full.
MUTLU does not provide, arrange, or manage couriers for standard returns, nor does it cover shipping expenses for these returns. The customer must send the product back at their own expense and risk to the address provided by MUTLU.
This policy applies equally to returns sent from mainland Spain, non-mainland Spanish territories, and international locations.
The customer is responsible for retaining proof of shipment and, if applicable, tracking the package until its safe arrival at the specified address.
MUTLU cannot be held liable for returned packages that are lost, damaged, or fail to reach their destination when shipped directly by the customer.
Condition of Returned Items
All returned items must meet the following criteria:
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Be in perfect, pristine condition.
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Be unused and unworn.
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Include all original packaging.
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Retain their original tags and be returned in the exact condition in which they were received.
All returned items will be thoroughly inspected by the MUTLU team upon arrival to confirm their condition and ensure compliance with these requirements. Approval of the return and authorization of the refund are contingent upon the product meeting these standards.
Defective or Damaged Products
If you receive a product with a manufacturing defect or damage from transit, please contact hola@mutluatelier.com prior to sending any package back. Please provide relevant order details along with supporting photos of the issue.
Once MUTLU verifies that the item is indeed defective or damaged, MUTLU will cover the return shipping costs and, where applicable, the reshipment fees for any agreed solution, in accordance with applicable consumer regulations.
How to Initiate a Return
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Email hola@mutluatelier.com with your order number to request a return.
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MUTLU will respond within approximately 24–48 business hours with further instructions.
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Do not ship any items before receiving confirmation and the designated return address from MUTLU.
Customer support hours: Monday to Friday, 9:00 AM – 5:00 PM (CET).
Refunds
Once the returned item is received and inspected to verify compliance with our return policy, MUTLU will send a confirmation email approving the refund.
The refund will be issued using the original payment method used for the purchase.
Once approved and processed by MUTLU, please allow up to 10 business days for the credit to appear in your account, depending on your bank's processing times.
