Returns and refunds

How to Return or Exchange an Item

Step 1 – Contact Us
Email us at info@marthalondon.com stating whether you wish to return or exchange an item. We will send you our returns form.

Step 2 – Complete the Returns Form
Fill in the returns form provided with your package. Clearly indicate which items you are returning and whether you request a refund or exchange. Returned items must be unworn, unwashed, with all original tags attached, and in a resalable condition.

Step 3 – Send the Items Back
Choose a courier of your choice and send your return within 14 calendar days of receiving your order.

Step 4 – Processing Your Return
Once your return arrives at our warehouse, it will be processed within 10 business days. Our returns department will notify you via email of the status.

Step 5 – Refused Deliveries
If you refuse to accept delivery of your order without a valid legal reason, a £15 handling fee will be deducted from your refund.

Frequently Asked Questions (FAQ)

Return Eligibility

  • You have the legal right to return your order within 14 days of delivery without giving a reason.

  • Items must be in new, unused condition, unwashed, with tags attached, and in resalable condition.

  • Exclusions: Items purchased in promotions or sales may not be returned for a refund; they may only be exchanged for another product or a store credit voucher.

Return Shipping Costs

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

     

  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Exchange Processing Time

  • Exchanges are processed as quickly as possible, usually within a few days after receiving your returned item.

Out-of-Stock Exchanges

  • If the replacement item you requested is out of stock, our customer service team will inform you of the estimated restock date or help you choose an alternative product or store credit.

Finding Your Order Number

  • Your order number is in your confirmation email (five-digit code). If you cannot locate it, please contact our customer service.

Damaged or Defective Items

  • If your item arrives damaged or faulty, contact us immediately at info@marthalondon.com with a photo of the issue. We will arrange a replacement, repair, or refund in accordance with your statutory rights.

Late Returns

  • Returns received after the 14-day period may be accepted at our discretion and only for exchange or store credit.

Refund Timeframes

  • Refunds are processed within 10 business days after your return is received and inspected.

  • Depending on your bank, refunds may take up to 3 additional working days to appear in your account.

Policy Updates

We may update this policy from time to time without prior notice. Please review it before placing an order to ensure you are aware of the latest terms.