Returns & Exchanges Policy
Last Updated: 8th December 2025
To be accepted, items must be:
• Submitted via our returns portal within 14 days of receiving your order
• Received by us within 7 days of submission
• Unworn, unwashed, unaltered, and in original condition, free from makeup, odours, deodorant marks, or damage
• Returned with all original tags attached
Items that fail inspection will not be eligible for a refund or exchange.
• Submitted via our returns portal within 14 days of receiving your order
• Received by us within 7 days of submission
• Unworn, unwashed, unaltered, and in original condition, free from makeup, odours, deodorant marks, or damage
• Returned with all original tags attached
Items that fail inspection will not be eligible for a refund or exchange.
If you choose, or are issued, store credit (for example, when an exchange item is unavailable or you prefer credit over a refund), the following applies:
• Store credit is applied to your customer account and can be used at checkout for any future purchase on the MARAME store, either online or via our Shopify-powered checkout.
• Store credit is valid for 12 months from the date it is issued. After this period, any unused balance will expire and cannot be redeemed.
• Store credit cannot be transferred and is valid for use only at MARAME.
• If you use part of your store credit during checkout and a balance remains, the remaining balance will continue to be available 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 any unused balance.
• Store credit is applied to your customer account and can be used at checkout for any future purchase on the MARAME store, either online or via our Shopify-powered checkout.
• Store credit is valid for 12 months from the date it is issued. After this period, any unused balance will expire and cannot be redeemed.
• Store credit cannot be transferred and is valid for use only at MARAME.
• If you use part of your store credit during checkout and a balance remains, the remaining balance will continue to be available 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 any unused balance.
Exchanges
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
Because our stock levels change frequently, we cannot guarantee that your requested exchange item will still be available when your return arrives.
We are unable to reserve stock in advance, as not all return requests submitted through the portal are ultimately received. If your requested exchange item is unavailable at the time of processing, we will contact you to discuss the next steps.
Exchange limit
To keep our returns process fair and manageable, we allow a maximum of two exchanges per order.
No refund fee on exchanges
As exchanges result in an active order, no £5 refund fee applies and replacement items are shipped free of charge.
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
Because our stock levels change frequently, we cannot guarantee that your requested exchange item will still be available when your return arrives.
We are unable to reserve stock in advance, as not all return requests submitted through the portal are ultimately received. If your requested exchange item is unavailable at the time of processing, we will contact you to discuss the next steps.
Exchange limit
To keep our returns process fair and manageable, we allow a maximum of two exchanges per order.
No refund fee on exchanges
As exchanges result in an active order, no £5 refund fee applies and replacement items are shipped 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.
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 the following return options:
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.
Print-at-home label
Prefer to attach a label? Download and print your DPD return label at home.
Both options are completely free for supported regions.
Once submitted, you’ll be able to choose between the following return options:
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.
Print-at-home label
Prefer to attach a label? Download and print your DPD return label at home.
Both options are completely free for supported regions.
Supported areas
We currently offer free DPD returns for orders placed in the following locations:
• Mainland UK
• Scotland
• Wales
Not supported by DPD (customer pays return postage)
DPD does not currently support returns from the following locations:
• Northern Ireland
• Isle of Wight
• All international locations
If you are returning an item from one of these areas, you will need to send it back using your own courier. We do not charge any additional returns fees where return postage is your responsibility.
We currently offer free DPD returns for orders placed in the following locations:
• Mainland UK
• Scotland
• Wales
Not supported by DPD (customer pays return postage)
DPD does not currently support returns from the following locations:
• Northern Ireland
• Isle of Wight
• All international locations
If you are returning an item from one of these areas, you will need to send it back using your own courier. We do not charge any additional returns fees where return postage is your responsibility.
Returns from Northern Ireland, Isle of Wight and international locations
If returning from Northern Ireland, the Isle of Wight, or any international location, the following applies:
• 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 currently possible via international returns
If returning from Northern Ireland, the Isle of Wight, or any international location, the following applies:
• 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 currently possible via international returns
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 reserve the right to take one or more of the following actions:
• Decline future returns
• Decline exchanges
• Decline fulfilling future orders
This policy is in place to ensure fairness for all customers and to prevent excessive or abusive return behaviour. Any action taken under this policy is at our discretion.
Fair use threshold
If a customer returns more than 10 items within any rolling 6-month period, we reserve the right to take one or more of the following actions:
• Decline future returns
• Decline exchanges
• Decline fulfilling future orders
This policy is in place to ensure fairness for all customers and to prevent excessive or abusive return behaviour. Any action taken under this policy is at our discretion.