Returns

Returns & Replacement Policy

At MT Robinson’s, we want customers to feel confident ordering from us. Many of our items are made to order or personalized, so our returns policy is a little different from a traditional retail shop. If something arrives damaged, defective, or incorrect, please contact us and we will do our best to make it right.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us within 10 days of delivery at mtrobinsons@bluewin.ch and include:

  • your order number

  • a short description of the issue

  • clear photos of the item and packaging, if applicable

If the issue is confirmed, we will arrange a replacement where appropriate.

Made-to-order and personalized items

Many of our products are made to order and some are personalized. Because of this, we generally do not accept returns or offer refunds for:

  • buyer’s remorse

  • ordering the wrong item

  • ordering the wrong size

  • change-of-mind purchases

Please review your order carefully before checkout.

Size-related issues

We provide sizing information on product pages wherever possible. Because items are made to order, we generally do not offer refunds or exchanges if the wrong size was selected by the customer.

If you have a size-related issue, please contact us at mtrobinsons@bluewin.ch and we will see whether there is a practical solution.

Address issues and delivery problems

Please make sure your shipping address is correct when placing your order.

If an order is returned because the shipping address provided was incorrect, we will do our best to help resend it, but any additional shipping costs may be the customer’s responsibility.

If tracking shows that an order was delivered but you believe you did not receive it, please contact us and we will try to help you investigate the issue. However, we cannot guarantee a replacement or refund in cases where tracking confirms delivery.

Non-returnable items

We generally do not accept returns for:

  • made-to-order items

  • personalized items

  • buyer’s remorse

  • incorrect size selections made by the customer

EU consumer notice

For customers in the EU, please note that the right of withdrawal may not apply to certain goods, including:

  1. goods made to the consumer’s specifications or clearly personalized

  2. sealed goods that are not suitable for return for health or hygiene reasons once unsealed

Where applicable, we reserve the right to refuse returns in these cases.

Need help?

If you have any questions about your order, please contact us first at mtrobinsons@bluewin.ch or through the contact form on the site. We will do our best to help.