Return & Refund Policy
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MARENATELIER adheres to a customer-first service principle and provides standardized return and refund services for all eligible orders, in line with UK consumer protection laws. Due to the particularity of lingerie products, please read the following rules carefully.
1. Return Eligibility & Time Limit
We accept returns and exchanges within 30 calendar days from the date you receive the package. To be eligible for return, the items must be unused, unwashed, undamaged, with original tags and complete original packaging. Stained, worn, damaged, or missing packaging products will not be accepted for return, for hygiene and quality protection purposes.
2. Non-Returnable Situations
For hygiene reasons, we do not accept returns or exchanges of worn, cleaned, damaged lingerie products, or products without original tags and packaging. Customized products and clearance sale products are also non-returnable and non-refundable.
3. Return Process
Step 1: Contact our customer service via official email to submit a return application, and provide your order number and product return reason. Step 2: Wait for our team’s review and return approval, and we will send you detailed return instructions. Step 3: Send back the goods according to the specified address, and keep the logistics waybill. Step 4: After we receive and inspect the returned goods, we will process your refund or exchange.
4. Refund Rules
After the returned items pass inspection, we will process the refund within 5–7 working days. The refund will be returned to your original payment account. The refund amount includes only the product price, and the original shipping fee is non-refundable unless the return is caused by our product quality problems or our delivery errors.
5. Defective & Wrong Items
If you receive defective products, wrong items, or missing items, please contact us within 48 hours after receiving the goods and provide relevant photos and videos. We will provide free return, exchange or full refund services, and bear the return shipping fee.
6. Return Shipping Fee
For personal reason returns (dislike, inappropriate size, mismatched style), the return shipping fee shall be borne by the customer. For quality problems or our mistakes, we will bear all return shipping costs.