At a glance
- All sales are final, except where we're unable to supply your order. We don't offer refunds, but we're happy to exchange your piece for another.
- Request your exchange within 7 days of receiving your order by emailing marlenemash43@gmail.com.
- Pieces must be unworn, unwashed and undamaged, with their original tags and packaging.
- Sale and discounted pieces can't be exchanged unless they arrived defective.
- If we can't supply your order after you've paid, you can choose a full refund, another piece or store credit.
- You cover the delivery costs of an exchange, unless the mistake was ours.
- Exchanges depend on availability. If your replacement isn't available, you can choose another piece or take store credit.
Why we exchange rather than refund
As we ship internationally from outside the UK, we're unable to offer refunds. Instead, we'll exchange your piece for another, whether that's a different size, a different colour or a different style.
What can be exchanged
To be exchanged, your piece must be:
- requested within 7 days of the day you received your order;
- unworn, unwashed and undamaged (trying it on to check the fit is fine);
- sent back with all its original tags attached and in its original Marlene Mash packaging.
When your piece reaches us, we'll check it before sending your replacement. If it doesn't meet these conditions, we'll send it back to you at your cost.
Sale and discounted pieces
Pieces bought in a sale or at a marked-down price are final sale and can't be exchanged, unless they arrived defective. Orders that use our welcome offer don't count as discounted, so they can be exchanged as normal.
How to request an exchange
Email marlenemash43@gmail.com within 7 days of receiving your order with:
- your name and order number;
- the piece, size and colour you'd like to exchange;
- what you'd like instead (for example, a different size, colour or style);
- clear photos of the piece, its tags and its packaging.
We'll reply with next steps and our return address. Please don't send anything back until we've confirmed your exchange.
Delivery costs
You cover the cost of sending the piece back to us and of delivering your replacement. If the mistake was ours, for example if we sent the wrong piece, size or colour, or the piece arrived defective, we'll cover both. Please use a tracked service, as we can't accept responsibility for parcels that don't reach us.
If your replacement isn't available
Exchanges are subject to availability. If the piece you'd like isn't available, we'll offer you another piece of the same value or store credit to use on a future order.
If we can't supply your order
If we're unable to supply a piece after you've paid, for example because it has sold out or is otherwise unavailable, we'll let you know straight away. You can then choose a full refund of the amount you paid for it, another piece, or store credit.
Defective or incorrect pieces
If your order arrives defective, damaged or isn't what you ordered, please email marlenemash43@gmail.com within 7 days of receiving it, with photos of the problem. We'll exchange it for the correct or a replacement piece at no extra cost to you. This applies to sale and discounted pieces too. If a replacement isn't available, you can choose another piece or take store credit.
Customs, duties and taxes
When you send a piece back from outside Uganda, please mark the parcel "Returned goods for exchange" to help avoid import charges. Import duties and taxes charged by your country's customs authority on your original order can't be returned to you by Marlene Mash. Any charges on a replacement parcel are your responsibility, unless the mistake was ours.
Questions
Questions about an exchange? Email marlenemash43@gmail.com or visit our Contact page.
