Refund policy
We want you to be delighted with your purchase. However, if you need to make a return, please review our policy below.
Policy Overview
- Return Period: 30 days from delivery date
- Refund Processing Time: 10 business days from receipt, subject to the statutory cancellation deadlines below
- Return Shipping Costs: Covered by the customer, unless the item is incorrect, faulty or damaged
- Restocking fee: There is no restocking fee.
30-Day Return Window
You may request a return within 30 days of delivery, provided your item meets the eligibility conditions; requests made after this period may not be accepted. This voluntary return window does not affect your statutory rights.
Return Eligibility
To qualify for our voluntary return policy, all items must be unused, unworn, unwashed and in their original condition, with all tags and packaging intact. Please share a trackable return number so we can keep track of your return.
Important: If you’d like to return an item, please reach out to us via email, and we'll share the return instructions. To begin the process, send an email to our support team at info@marcandrichie.com with your order number, photos of any issue and reason for return. We aim to respond within 24 hours. A reason or photographs are not required to exercise your statutory cancellation rights.
Non-Returnable Items
For hygiene and safety reasons, sealed swimwear, intimate apparel or undergarments may not be eligible for a change-of-mind return once the hygiene seal has been removed, where the statutory hygiene exception applies. Items used, worn, altered or damaged after delivery are not eligible under our voluntary return policy. This does not limit your rights concerning faulty, misdescribed or incorrect goods, or your right to inspect goods as permitted by law.
Issues with Your Order
Please inspect your order immediately upon delivery. If you notice any defects, kindly contact us within 48 hours of receipt where possible so we can assist promptly. Reporting after 48 hours does not affect your statutory rights.
Exchanges
If you’d like a different colour, size, or product, please contact us via email. We aim to respond within 24 hours.
Refunds
Once your return is received and inspected, we’ll email you to confirm your refund approval. Approved refunds are processed to your original payment method within 10 business days, subject to any shorter statutory deadline. Your bank or payment provider may require additional time for the refund to reflect.
If it’s been more than 15 business days since your refund approval, please send us an email.
Please note: Returns sent to the wrong address may not reach us. Return shipping costs are typically covered by the customer unless the item received was incorrect, faulty or damaged. We're here to help make the process as smooth as possible, so feel free to contact us with any questions!
Order Cancellations
You may cancel your order within 14 calendar days of receiving your goods, as provided by the UK Consumer Contracts Regulations, subject to applicable statutory exceptions. To do so, please contact our customer service team. If your order has already been shipped or delivered, follow the return instructions provided. After notifying us within the cooling-off period, you have another 14 days to return the goods.
For a valid statutory cancellation, we refund the goods and the cost of our standard outbound delivery within 14 calendar days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. We may deduct for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.
Contact
Email: info@marcandrichie.com
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Phone: +44 7412 888214
Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM (GMT)
Saturday to Sunday, 11:00 AM – 4:00 PM (GMT)
You can also reach us through our Contact Us page.