Shop help

Return & Refund Policy

Last updated: 24 October 2026

We want every order from Cerita Store by Mummy Store to arrive safely and make you happy. This policy explains how returns and refunds work for items bought from our shop, which is run by Mummy Store (202503006759 (RA0120359-T)). It does not affect your rights under the Consumer Protection Act 1999.

1. Free books and games

All books and games in our library are free, so there is nothing to refund. If one does not work properly, please tell us and we will fix it.

2. Damaged, faulty or wrong items

If your order arrives damaged, faulty, incomplete or is not what you ordered:

1. Contact us within 48 hours of delivery with your order number and clear photos of the item and the parcel.
2. We will offer a replacement or a full refund, including the delivery fee.
3. If we ask you to send the item back, we pay the return postage.

3. No change-of-mind returns

We do not accept returns or give refunds if you change your mind, ordered the wrong item or size, or no longer need the item. Please check the product details carefully before ordering, and message us if you have any questions. We are happy to help you choose.

4. When we cannot accept a return

• The problem was reported more than 48 hours after delivery, or without photos.
• The item was damaged through use, misuse or normal wear after delivery.
• Opened or used art and craft supplies (crayons, paints, glue, clay, stickers), unless they arrived faulty.
• Books or workbooks that have been written in after delivery.

5. How to report a problem

1. Message us on WhatsApp or email within 48 hours of delivery with your order number, the item(s), what is wrong, and photos of the item and the parcel.
2. We will reply within 2 working days with instructions and the return address.
3. Pack the item securely and keep your postage receipt and tracking number until your refund is done.

Please do not send items back before we confirm the return, so we can match the parcel to your order.

6. Refunds

• We check returned items within 3 working days of receiving them, then tell you whether the refund is approved.
• Approved refunds are paid within 7–14 working days.
• Bank transfer and cash on delivery orders: refunded by bank transfer to the account you give us.
• Online payment (CHIP): refunded to the original payment method where possible. Your bank may take extra days to show it.

7. Replacements

For damaged, faulty or wrong items, you can choose a replacement of the same item instead of a refund. If it is out of stock, we will refund you.

8. Cancelling an order

• Before we ship: contact us to cancel. If you already paid, we refund the full amount.
• After we ship: the order cannot be cancelled. Returns are accepted only for damaged, faulty or wrong items, as described above.
• Cash on delivery: please cancel with us rather than refusing the parcel. Repeatedly refused COD parcels may mean we can only accept prepaid orders from that customer.

9. Contact us

See also our Privacy Policy.