Return Policy
30-Day Money-Back Guarantee
At Marie London, we are committed to delivering high-quality products and exceptional customer service. We offer a 30-day money-back guarantee on all purchases for defective or damaged items. Below, we outline the conditions and details for returns and refunds.
Defective or Damaged Items: If you receive a defective or damaged product, please contact us within 30 days of receiving your order. We will arrange for a replacement or a full refund. Return shipping costs for defective or damaged items will be covered by us.
Non-Faulty Items: If you wish to return an item for personal reasons (e.g., change of mind or sizing issues), you may do so within 30 days. However, return shipping costs for non-faulty items will be your responsibility, ranging from £15-£25+ depending on the weight and dimensions of the item. Refunds will only be processed once the item is received and inspected to ensure it is in its original condition, with tags and packaging intact.
Returns on Sale Items (Non-Faulty)
While UK law does not require us to accept returns on sale items unless they are faulty or not as described, we extend our 30-day return period to include non-faulty sale items as a gesture of goodwill. The item must be in its original, unworn condition. The customer will be responsible for the return shipping costs.
Alternatively, we can offer a maximum refund of 50% for non-faulty sale items, allowing you to keep the item and avoid return shipping costs.
Return Policy for Multiple Orders of the Same Item
If you have purchased more than one of the same item, including through an upsell or discounted offer, please note that in the event of a return request, only the item with the lowest price will be eligible for a refund. This applies regardless of the order in which the items were purchased or the reason for the return. We will not refund the higher-priced item if a lower-priced version of the same product has been purchased. All other return conditions remain applicable, and the customer will be responsible for return shipping costs for non-faulty items.
Exchange and Upsell Refund Policy
If we send you a replacement item, please note that neither the original item nor the replacement can be returned or refunded once the exchange has been processed.
If your order included an item through an upsell, please note that the cheaper upsold item cannot be returned or refunded separately.
Quality Considerations
As a small business that does not mass-produce our pieces, please note that minor imperfections, such as loose threads or slight variations in stitching, may occasionally occur. These minor variations do not qualify as defects under our return policy, but we work hard to ensure every item meets our quality standards. We appreciate your understanding.
No Returns After 30 Days
Unfortunately, we cannot accept returns or exchanges beyond 30 days for any reason.
Return Shipping Instructions
All returns must be sent to the address below to our warehouse in China via tracked shipping. Returns sent anywhere other than this address will not be refunded, as we will not receive the parcel. Returns without a tracking number will not be processed, and no refunds will be issued. A full refund will be processed once the parcel is received and inspected. Items must be returned in their original condition, including all tags and packaging, and shipped within 30 days of receiving the order. Used items, as well as customised products, will not be eligible for a refund.
Important: Please contact us before returning any items to obtain the necessary return authorisation and ensure your request is processed correctly.
Please ensure a low declared value of £5 to £10 when sending returns to avoid potential customs taxes. Declaring a low value will make the return cheaper for you, as high declared values may lead to additional charges, which we are unable to cover.
General Refund Conditions
If you are unsatisfied with your order for any reason, please contact our support team within 30 days of receiving your item. Refunds for non-faulty items will only be processed once we receive and inspect the returned item to ensure it is in its original condition.
Non-Arrival of Orders
Refunds will not be issued if your order does not arrive due to factors within your control, such as providing an incorrect delivery address or failure to collect the parcel. We encourage customers to monitor their shipping using the tracking details provided at dispatch.
Order Cancellation
If you need to change or cancel your order, you must contact us within 1 hour of placing it. While we will do our best to assist you, please note that if the order has already been fulfilled within this time, it will no longer be possible to cancel or modify it.
Legally, we are not required to provide a specific time frame for cancellations before dispatch, but we strive to accommodate requests whenever possible.
After cancelling your order, you may still receive automated emails regarding your order status. If we have already confirmed your cancellation, you can safely disregard these emails.
Contact Information
For any inquiries or support, please reach out to us