To be accepted, items must be:

• Submitted on our portal within 14 days of receiving your order
  

• Received within 7 days of submission
  

• Unworn, unwashed, unaltered, and in original condition
  

• Free from makeup, odours, deodorant marks, or damage
  

• With all original tags attached
  

Items that fail inspection will not be eligible for refund or exchange.

If you choose, or are issued - store credit (e.g. when an exchange item is unavailable, or you prefer credit over a refund), the following applies:

• Store credit is stored on your customer account and can be used at checkout for any future purchase on the MARAME store (online, or via our Shopify-powered checkout). 
  

• Store credit is valid for 12 months from the date it is issued. After 12 months, any unused balance expires and cannot be redeemed.
  

• Store credit cannot be transferred or redeemed at any other store, it is valid only at MARAME. 
  

• If you use part of your store credit during checkout and there’s any remaining balance, that remaining balance continues to apply and will still expire 12 months from the original issue date.

We encourage you to use your store credit within the 12-month period to avoid losing it.

We offer free exchanges for:

• The same item in a different size
  

Exchanges are only processed once your return has been received and approved at our warehouse.

Stock Availability Disclaimer
Because our stock levels change frequently, we cannot guarantee that your requested exchange item will still be available when your return arrives.

We are also unable to reserve stock in advance, as not all return requests submitted through the portal are actually received.

If your requested exchange item is unavailable at the time of processing, we will contact you.

Exchange Limit, Maximum of 2 Per Order
To keep our returns process fair and manageable, we allow a maximum of two exchanges per order.

If, after two exchanges, the item is still not suitable or you no longer wish to keep it, a store credit will be issued.

A refund is not available after the second exchange.

No Refund Fee on Exchanges
Because exchanges result in an active order, no £5 refund fee applies, and we ship the replacement item to you free of charge.

Once your return is inspected and approved, we’ll process your refund to your original payment method.

Refund Fee – £5
A flat £5 refund fee is deducted from your refund amount. This fee covers the cost of the outbound postage we subsidise.

When a product is returned for a refund, no purchase has ultimately taken place, so the cost of shipping the item to you has to be covered somewhere.

Why We Don’t Charge This on Exchanges or Store Credit
For exchanges or store credit, your order value remains with us, meaning we can absorb the outbound shipping cost.

This is why exchanges and store credit are free, while refunds include the £5 fee.

What We Refund
✔ Full value of returned items
✘ Original shipping fees (for all orders, including international)
✘ Duties, taxes, or return postage for areas not covered by DPD
✘ The £5 refund fee (deducted automatically)

Please allow up to 10 working days for the refund to appear in your account.

All returns must be submitted through our Returns Portal. This ensures your return is logged, tracked, and processed smoothly.

Once submitted, you’ll be able to choose between:

1. Paperless Return (QR Code)
Show your QR code at any DPD drop-off location, no printer required.

DPD has over 6,000+ drop-off points across the UK, making returns fast and convenient.

2. Print-at-Home Label
Prefer to attach a label? Download and print your DPD label at home.

Both options are completely free for supported regions.

Supported Areas

We currently offer free DPD returns for orders placed in:

• Mainland UK
  

• Scotland
  

• Wales
  

Not Supported by DPD (Customer Pays Return Postage)

DPD does not currently support returns from:

• Northern Ireland
  

• Isle of Wight
  

• All international locations
  

If you are returning from one of these areas, you’ll need to ship your items back using your own courier.

We do not charge any additional returns fees when the postage is your responsibility.

If returning from Northern Ireland, Isle of Wight, and any international locations:

• You must use your own courier
  

• Return postage is the customer’s responsibility
  

• We are not liable for lost or damaged parcels
  

• Original shipping fees are non-refundable
  

• The £5 refund fee does not apply
  

• Exchanges are not possible via international return at this time

To protect the sustainability of our returns and exchange services, MARAME operates a quantitative Fair Use Policy.

Fair Use Threshold

If a customer returns more than 10 items within any rolling 6-month period, we may:

• Decline future returns

• Decline exchanges

Decline fulfilling future orders

This policy ensures fairness and prevents excessive or abusive return behaviour.

Action is taken at our discretion.