Frequently Asked Questions

Frequently asked questions

Hello and welcome to the FAQ page for Mama Lama!

We understand that shopping often brings up questions — and that’s exactly what this page is for. Here, we answer the most frequently asked questions to ensure you can quickly and easily find all the information you need.

Our goal is to provide you with the best service while you browse and shop with us. If you have a question that’s not answered here, please don’t hesitate to contact us directly.

What kinds of products do you sell at Mama Lama?

We offer a wide range of original toys and children’s products, carefully selected to inspire creativity, support development, and provide endless fun. Our collection includes over 25,000 toys from trusted brands.

Are all of your products authentic and original?

Yes, at Mama Lama, we only offer 100% original and authentic toys and children’s products. We work directly with trusted manufacturers and brands to ensure the highest quality for our customers.

Do you offer international shipping?

Yes, we ship to many countries worldwide. While we primarily focus on European customers, we can also deliver outside of Europe. Shipping costs and times depend on your location.

How long does delivery take?

Delivery times depend on your location and the shipping method you choose. In most European countries, delivery typically takes between 3 to 7 business days. International shipping may take longer.

How much does shipping cost?

Shipping costs are calculated based on your location and the weight of your order. You can view shipping costs during the checkout process before completing your purchase. Many of our products include free shipping, especially those with an SKU number starting with S71. Here's an example: SKU: S7123456789.

Can I track my order?

Yes, once your order has been shipped, we’ll send you an email with a tracking number so you can monitor your delivery’s progress.

What payment methods do you accept?

We accept a variety of payment methods, including credit/debit cards, PayPal, Apple Pay, and Google Pay. All payments are processed securely through Stripe and PayPal, ensuring your transaction is protected. We use the highest level of encryption security (HTTPS) to safeguard all visitors.

What is your return policy?

We offer a 14-day return policy. If you’re not satisfied with your purchase, you can return the item in its original condition for a refund or exchange. Please contact our customer service team if you need assistance with a return or exchange.

Are there any items that cannot be returned?

Opened, damaged, or used products cannot be returned. Additionally, items such as personalized products, gift cards, and hygiene-sensitive items (e.g., plush toys or craft supplies) are also non-returnable. Please review the product description or contact our customer service team if you have questions about specific items.

What if I receive a damaged or defective product?

If you receive a damaged or defective product, please contact our customer service team immediately. We’ll arrange for a replacement or a refund at no additional cost.

Can I cancel my order after placing it?

Yes, you can cancel your order as long as it hasn’t been shipped yet. Please contact our customer service team as soon as possible if you wish to cancel or modify your order.

Do you offer gift wrapping or personalized messages?

All products from Mama Lama come beautifully packaged, perfect for any occasion. While we don’t offer additional gift wrapping services, we encourage customers to personalize the packaging to suit the child’s or parents’ preferences. A personal touch can make any gift even more special!

How do I initiate a return or exchange?

To initiate a return or exchange, please contact our customer service team within 14 days of receiving your order. We’ll provide instructions on how to return the item.

How can I contact customer service?

You can reach our customer service team via email at kontakt@mama-lama.com or through the contact form on our website. We aim to respond to all inquiries within 24 hours.

Are my personal and payment details secure when shopping with you?

Absolutely. We use secure encryption and industry-standard security measures to protect your personal and payment information. All payments are processed securely through Stripe and PayPal.

Do you offer discounts or promotions?

Yes, we regularly offer promotions and discounts on selected products. Subscribe to our newsletter or follow us on social media to stay updated on our latest deals.

How can I check the status of my order?

When you place an order, you’ll receive an email confirming that we’ve received your order. Once your order has been prepared and shipped (i.e., handed over to a delivery service like DHL), you’ll receive a second email with a tracking number. You can use this number to track your order’s status.

Do you have a loyalty program or rewards system?

Yes, we offer special promotions for our loyal customers, which change monthly. If you're interested in becoming a promoter for our store, we can provide you with a unique discount code to share with your followers. You’ll earn a percentage of their purchases as a reward, and you can use the code for your own purchases too.

Do you offer eco-friendly or sustainable toys?

At Mama Lama, we’re committed to offering eco-friendly products. While we already collaborate with well-known brands like LEGO and Peppa Pig, we are continually working to include more sustainable options in our collection. Keep an eye out for our eco-friendly offerings as we expand our range.

How can I update my shipping address or contact information after placing an order?

If you need to update your shipping address or contact information after placing an order, please contact our customer service team as soon as possible. We can make changes as long as your order hasn’t been shipped yet.

Do you offer bulk or wholesale orders?

Yes, we offer bulk orders for selected products. Please contact our customer service team for more information on wholesale purchases.

Do you ship to P.O. boxes or military addresses (APO/FPO)?

At this time, we do not ship to P.O. boxes or military addresses. Please provide a physical address for delivery.

Do you offer same-day or next-day delivery?

We do not currently offer same-day or next-day delivery. However, we do provide fast and efficient shipping within Europe. Most orders are delivered within 3 to 7 business days, depending on your location.

Can I pre-order items that are out of stock?

Yes, pre-orders are available for certain items when they’re temporarily out of stock. You can sign up for notifications on the product page to be alerted when the item becomes available again.