Refund policy
Exchanges and Returns
We’re pretty sure that you’re going to just love the items you receive. But in the slim chance you don’t here’s how to go about returning it...
Unfortunately, we don’t yet offer a free returns or collections service, any items that are to be returned are the buyers responsibility until they reach us.
We'd recommend sending your item tracked or obtaining a certificate of postage. Please see below for all the boring (but important!) legal stuff...
Returns Policy - Ts and Cs
All Refund requests MUST be made by email within 7 days of the item being delivered.
All returns must be received within 28 days of receipt.
We kindly ask that returned products are in absolutely new and unused condition for a refund. Returns will only be accepted and refunds or exchanges offered, if items are returned to us unused, in their original condition, free from any marks (eg. coffee spillage, baby spit up, you know the drill)
If you are unsure you can contact us (link to contact page) via email and we will happily advise further.
Faulty items:
Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt, please contact us immediately within 7 business working days after your package arrives, as we will be happy to replace it accordingly or refund the price of the item once it is returned to us or we receive sufficient proof of transit damage or fault.
Once we have received your returns: Please allow 5 working days for your refund to be processed. Refunds will be credited against the card used in the original purchase or sent back to your Paypal account if this was the method used. Please allow 5 to 7 working days for any funds to show back in your account - this is dependent on your bank provider.
International Orders - Remember, exchange rates can fluctuate Payments and refunds may be affected by this as we do not have any control over when funds are cleared.
Postage and Packaging:
Postage is non-refundable unless the item you have received is faulty.
When returning your parcel to us, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us. The cost of returning the item to us is the buyers responsibility except where the goods are faulty and are being returned for an exchange.
In the event that you receive an incorrect item, we will happily cover your return postage costs up to a maximum of £3.95 - You will be refunded the amount shown on your postage label. We ask that a proof of postage receipt is obtained for your records so we can complete your refund in the event that the parcel is lost on its way back to us. You can choose to send back the item via tracked/recorded delivery but any extra costs (over £3.95) will be the responsibility of the sender.
Delivery postage will not be refunded for parcels that are refused or where the carriers have been unable to make the delivery.
Other Information
Missing Items - We must be informed of any Missing Parcels within 7 days of dispatch.
- Most orders placed before 12:00pm, Monday - Friday (excluding public holidays) are dispatched on the same day. Any orders placed after 1pm will be sent out the next working day.
- Sometimes we can dispatch orders received after 12:00pm and before 3:00pm Monday - Friday (excluding public holidays) on the same day by arrangement, if you speak to us.
- We will post to the address given by you when you place your order.
- An automated email will be sent out to you to inform you that your order has been received and is being processed.
- If you need your item by a specific date then please let us know when ordering and we will let you know if your order will reach you by then. We will also advise you on the best postage service for your needs.
- Delivery timescales are based on Royal Mail and courier services and are subject to their terms and conditions.
- Items returned to us undelivered will incur a re-delivery charge payable in advance of re-delivery. The original postage will not be refunded.
- Our working days are Monday to Friday excluding UK public holidays.
- All items are delivered by post; unfortunately, it is not possible for you to collect your item.
- Please check your email in the days following your order in case we need to contact you to confirm your address details or make any amendments to your order etc.
Additional Questions?
Let us know! You can email us at hello@mailyourmark.com
Much love,
The Team at Mail Your Mark
