This does not affect your statutory rights as a consumer.
DAMAGED GOODS
Please contact us by phone or email within 14 days of receipt of your order. Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.
We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. We may ask you to provide photographic evidence of the damage or breakage.
INCORRECT OR MISSING GOODS
Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.
If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.
GOODS NOT AS DESCRIBED
Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.
We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you.
way of knowing what treatment a product has received once it arrives with the customer, Marilyn and Melrose will not accept responsibility for goods after more than 90 days.
International orders
Please note that in the case of orders to international destinations it is our policy always to issue refunds, rather than sending replacement goods. Any refund will include a refund for any extra shipping charge generated by the value of the goods which you inform us are damaged, faulty, or which have not arrived.
INCORRECT DETAILS
If upon placing your order you realise you have entered some details incorrectly, whether a product, billing, contact, or delivery details, please inform us straight away by email or telephone to minimize any disruption. If your order has not yet been processed, we can usually accommodate any changes to your order.
UNWANTED GOODS
Please contact us by phone or email within 14 days of receipt of your order. Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.
Please just get in touch and explain clearly which items you don’t want, and whether or not you’d like something else instead. We will ask you to return unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely because you will only be eligible for a refund or replacement once we have received the goods and confirmed they are in a re-saleable condition.
MIS-ENTERED DELIVERY DETAILS
If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.
When you return goods to us, please enclose information pertaining to the return. The information we need is:
- Your name and order number.
- Written confirmation of what items you have returned
- Written confirmation of the reason for your return
- Written request for either refund or replacement as appropriate.
OTHER DETAILS
Please visit out Terms of Service Page for any further information you may need when shopping with us online.
