Returns & Exchanges Policy

We want you to love your purchase. If something isn’t right, here’s how returns and exchanges work under our policy and the Consumer Rights Act 2015 (UK).

30-Day Returns

You have 30 days from receiving your order to request a return if your item is faulty, damaged, not as described, or unfit for purpose.

For a change of mind, we may offer a return or exchange at our discretion if the item is returned within 14 days, unused, in its original packaging, and in resalable condition.

To start a return, please contact us at emporium@mariesmail.co.uk. Returns should be sent to:

Marie's Emporium

23 High Street

Gravesend

Kent

DA11 0BA

 

Items sent back without first requesting a return will not be accepted.

Eligibility

To be eligible for a return, your item must:

• Be unused and in the same condition you received it

• Include original packaging and tags (where applicable)

• Be accompanied by proof of purchase (receipt, gift receipt, or digital confirmation)

We cannot accept returns of:

• Items damaged by the customer, altered, washed, or showing wear and tear

• Perishable goods (such as food, flowers, or plants)

• Earrings and personal care items (for hygiene reasons)

• Personalised or custom-made items

• Gift cards, sale items, or items marked as non-returnable

If you’re unsure whether your item qualifies, please contact us before returning.

Damages & Issues

Please inspect your order as soon as it arrives. If you receive the wrong item, or it’s faulty or damaged, email us immediately so we can put it right.

Exchanges

The quickest way to get the item you want is to return the one you have and place a new order once the return has been approved. Any price differences will be adjusted (refunded or charged) at the time of processing.

Refunds

Once we’ve received and inspected your return, we’ll let you know if the refund has been approved. If approved, refunds will be processed using your original payment method.

• Refunds are issued within 10 business days of approval.

• If the original payment method is unavailable (e.g. expired card), we may issue a gift card or store credit instead.

• Please allow extra time for your bank or card provider to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us.

European Union Customers – 14-Day Cooling Off Period

If your order is shipped to the EU, you have the legal right to cancel or return your order within 14 days, for any reason and without explanation. Items must be unused, in original packaging, and returned with proof of purchase.

Safety Considerations

If a product is faulty in a way that makes it unsafe, please contact us immediately. Such items must not be used and should be returned promptly so we can remove them from sale and resolve the issue.