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Returns and Exchanges

PLEASE NOTE: We've moved our stock to a new, external warehouse. This means that your online order will despatch from a new location, however our returns address will remain the same.

Return address:
Mary Wyatt London Returns
Unit B Leeds Place
London
N4 3RF
United Kingdom

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We hope you love everything you purchase from Mary Wyatt, however should you wish to exchange or return anything, here's everything you need to know...

You have 28 days from the date your order was delivered in which to return your item to us for a refund, exchange or store credit.
Please note that Outlet items are returnable for an exchange or store credit only, and Samples & Seconds Sale items are final sale and cannot be returned.

We've gone paperless! Please note we will no longer be sending invoice/returns slips with your order.

We'll shortly be launching a new online returns portal - however in the meantime, to return an item, you can download and print our returns form here.

If you do not have access to a printer, we can accept a handwritten note however please be sure to include your name, email address, order number, order date, item returning and return reason. (UK only) if you would like an exchange, please ensure you also include the new size you'd like instead.

Any returns received outside of the 28 day window will be processed at Mary Wyatt's discretion and subject to an exchange or store credit only.

Please allow approximately 5-7 working days for your refund/exchange to be processed once delivered at Mary Wyatt HQ.

We always recommend sending your return using a tracked/insured service as Mary Wyatt can not be liable for any orders lost in transit on the way back to us.

The customer is liable for the return shipping cost unless there has been an error on our side.

It is the customer's responsibility to ensure items are packaged properly to protect them during transit back to us. Mary Wyatt cannot be held responsible for any items that arrive back to us damaged, due to being improperly packaged.

Returns and Exchanges must always be received back in a perfect, resalable condition in order to be eligible for a refund, store credit or exchange. We reserve the right to refuse any returns should we deem the product to be in an unsatisfactory condition.
All items must be returned unworn and in a clean state (free from perfumes, strong odours, eg. smoke, cosmetic marks, deodorant or pet hair). The item/s must be unwashed and in the original packaging.

Always retain proof of postage.

Please despatch with our return address clearly visible on the package. 

IMPORTANT: IF RETURNING FROM OUTSIDE THE UK, PLEASE MAKE SURE TO CLEARLY MARK THE PACKAGE “RETURN TO UK RETAILER”.
If you fail to do this, a customs charge may be added upon entry to the UK.
Mary Wyatt cannot accept responsibility for any return customs charges.

Return address:
Mary Wyatt London Returns
Unit B Leeds Place
London
N4 3RF
United Kingdom

REFUNDS:

Depending on your payment method, please allow around 3-7 days for the funds to be credited back to you. If you have not received your refund within this time, please contact your bank or payment provider.

You will be refunded for the cost you paid for the item/s only (deducting any discount codes used). Postage costs will not be refunded.

A refund can only be processed and credited back to the original payment method, eg. debit/credit card, PayPal, Klarna, etc.

If your order was paid for by a credit or debit card, a refund can only be processed back to the original card/bank account that was used. We cannot process a refund to a different card/bank account.
If you no longer have access to the original card or bank account you used to place your order, we recommend requesting your refund as store credit.

If a refund has been processed back to your original payment method, which you no longer have access to, you will need to contact your card provider/bank for further assistance.

If you used multiple payment methods to pay for your order (for example, gift-card and credit/debit card, or, PayPal and credit/debit card), our website host will automatically divide your refund based on their system. We don't have any control over the way our website host automatically divides the refunds.

If you have any questions or concerns regarding partial refunds where multiple payment methods were used, please get in touch with us before your return is processed and we will do our best to assist.

Please note, if a gift-card was used to part-pay for an order we cannot reimburse any portion paid for with the gift-card back to the secondary payment method (eg. credit/debit card). 

STORE CREDIT: 

If you'd prefer the option of being reimbursed as store credit, please let us know!

This will be issued in the form of a multi-use giftcard, which will be emailed to you separately.

OUTLET items are eligible for store credit or size exchanges only. If you have not requested a size exchange, your reimbursement will be automatically generated as store credit and emailed across to you.

EXCHANGES:

We offer UK exchanges for one new size per item.

We are unable to offer exchanges for a different product; in this instance we will generate a store credit to the value of the item you returned and you will then need to place a new order.

Please note: we are currently only able to offer UK exchanges.
Any international customers wishing to exchange an item for another size will need to place a new order.

Returns and Exchanges must always be received back in a perfect, resalable condition in order to be eligible for a refund or exchange. We reserve the right to refuse any returns should we deem the product to be in an unsatisfactory condition.
All items must be returned unworn and in a clean state (free from perfumes, strong odours, eg. smoke, cosmetic marks, deodorant or pet hair). The item/s must be unwashed and in the original packaging.

 

PROMOTIONAL RETURNS/EXCHANGES

PLEASE NOTE:

When returning items that were part of a 'buy one get one free' or 'buy one get one % off' promotion, you may return either item for a size exchange, or return the discounted item for a refund. 

If returning the full priced item for a refund, the discounted item must also be returned - otherwise we will deduct the cost/discount of the free/discounted item from the full priced item refund.

Only if you return the full priced item alone (without the free/discounted item) will your total refund amount be affected.

When returning items that were part of a 'buy 2, 3 or 4 for % off' promotion, you may return any item/s for a size exchange only in order to keep the promotional discount.

If some, but not all, items from the promotion are returned and an exchange is not requested, the discount from the non-returned item/s will be deducted from the returned item's refund.

Only if you return all promotional items will you be eligible for a full refund.

SAMPLE SALE ITEMS: 

Samples & Seconds Sale items are final sale and cannot be returned, and brand labels may have been cut. Please check photos and descriptions carefully for details of each item.

OUTLET ITEMS:
Outlet items are final sale and may only be returned for an exchange or store credit.

REWARD SYSTEM VOUCHERS:

Please note when returning an order that was purchased using a rewards system voucher, customers won't get their MW points refunded back to them. 

DOWNLOAD OUR RETURNS FORM HERE

Any parcels we receive that have been returned due to customer error/incorrect address/reasons beyond our control will require the customer to pay a shipping fee again in order to resend the parcel.

We cannot accept responsibility for parcels returned-to-sender due to couriers attempting delivery outside of business hours. 

If you need any assistance or further information, drop us a message at help@marywyattlondon.com.