Returns & Refund Policy

We hope you love what you receive from Mollie May. Still, sometimes things happen: a colour looks different in person, a size does not fit the way you pictured, or a parcel has a rough journey. Please read this Returns & Refund Policy carefully. It applies to all orders placed on molliemay.co.uk and delivered to the United Kingdom or Ireland, and supplements our Terms of Service.

1. Return period and conditions

1.1 You can request a return within thirty (30) days of receiving your order.

1.2 For a return to be accepted, the item must:

a) be unworn, unwashed and in the condition we shipped it (trying it on at home, as you would in a shop, is fine)
b) be complete, with all tags, labels, parts and packaging
c) be free of marks, stains, make-up, odours, pet hair and signs of wear
d) not have been altered, repaired or had its hygiene seal removed (underwear, swimwear and pierced earrings)

1.3 Items made to your specifications or personalised are excluded from change-of-mind returns.

1.4 Damage, faults or incorrect items must be reported to us immediately after delivery (see section 4).

1.5 We reserve the right to refuse returns that do not meet these conditions.

2. Changes and cancellations

2.1 Orders are processed quickly, usually within 1 to 3 business days, so that we can prepare and ship them without delay.

2.2 You can cancel or change your order within 24 hours of placing it, provided it has not yet been processed or dispatched. Email us with your order number. After that window, or once processing has started, cancellations, item changes and changes to the delivery address are generally no longer possible.

2.3 Please check all your details carefully before completing your order, in particular your size.

2.4 You are responsible for the accuracy, completeness and currency of the details provided at checkout.

2.5 If you do not wish to keep an item after delivery, you can use your return right under this policy.

3. Return requests

3.1 To start a return, email us within 30 days of receiving your order at: info@molliemay.co.uk

3.2 Your request must include:

a) order number
b) full name
c) delivery address
d) the item(s) you are returning
e) reason for the return
f) clear photos (for damaged, faulty or incorrect items)

3.3 Once we have reviewed your request, you will receive our return authorisation and the correct return address, usually within 2 business days.

3.4 Do not send items back to the sender address on the parcel. Returns go to our designated fulfilment warehouse, which may be located outside the United Kingdom and Ireland, including in China. Returns sent without authorisation cannot be traced and may be refused.

3.5 For an authorised return, the outcome is a refund. We do not offer direct exchanges: if you would like a different size, colour or design, return the original item for a refund and place a new order.

3.6 In some cases, and at our discretion, we can offer an alternative: you keep the original item and we send you a different size or variant against a reduced reshipping fee, normally between 30 % and 40 % of the original product price, which covers handling and shipping. This option is not guaranteed and is entirely optional; you always keep the right to make a standard return. Email us to find out whether it is available for your order.

4. Damaged, faulty or incorrect items

4.1 If an item arrived damaged, faulty or not as ordered, please contact us immediately after delivery with your order number, a short description of the issue and clear photos of the item, the packaging and the shipping label.

4.2 If the photos confirm the damage, fault or incorrect delivery, we send you a free replacement straight away. You do not need to return the affected item for this.

4.3 A free replacement is our standard remedy for damaged, faulty or incorrect items. Return shipping costs are not covered or reimbursed by us.

4.4 If you would rather not keep the item despite the replacement offer, you can return it under section 6. The general return conditions then apply: return at your own cost, refund only after receipt and inspection of the item. A fault we have confirmed is not treated as a reduction in value during that inspection.

4.5 Your statutory rights are not affected by this section. In the United Kingdom, these include your rights under the Consumer Rights Act 2015, in Ireland your rights under the Consumer Rights Act 2022, in particular the right to reject faulty goods within 30 days of delivery for a full refund, and the right to have reasonable return costs for faulty goods covered where the law requires it.

4.6 We review every claim and may ask for additional photos or a short video. If no damage, fault or fulfilment error can be confirmed, no replacement is issued. Damage caused after delivery or by incorrect washing, drying or storage is not covered. Choosing the wrong size, colour or variant at checkout is not a fulfilment error and is handled as a change-of-mind return.

5. Return shipping costs

5.1 Returns are not free. Return shipping costs are your responsibility in all cases; we do not cover or reimburse return shipping. For damaged, faulty or incorrect items, no return is needed because we send you a replacement (see section 4).

5.2 Because we work with international suppliers, authorised returns may need to be sent to our warehouse in China. The exact address is provided with your return authorisation.

5.3 Original shipping costs are not refunded unless required by law.

5.4 Please use a tracked shipping service and send us the tracking number. The return travels at your risk; we are not liable for returns that do not reach us.

5.5 Please pack items carefully for the return trip, in their original packaging where possible. Items that arrive back damaged because of insufficient packaging cannot be refunded in full.

6. Change-of-mind returns and statutory cancellation

6.1 We offer you a change-of-mind return period of thirty (30) days from the day you receive your order, with no reason required.

6.2 As a consumer in the United Kingdom or Ireland, you also have a statutory right to cancel your order within fourteen (14) days of receiving the goods. You can use the model cancellation form in Appendix A, but you do not have to. Our 30-day period goes beyond this right.

6.3 During the return period you may inspect the item as you would in a shop. If you go further than necessary to establish its nature, characteristics and functioning, for example by wearing or washing it, you are liable for the resulting reduction in value.

6.4 The return must be requested in writing within the applicable period, by email to info@molliemay.co.uk or using the form in Appendix A.

6.5 After your return has been authorised, you must send the items back within fourteen (14) days to the return address we provide. Return shipping costs are your responsibility.

6.6 The refund is issued only after we have received and inspected the returned items (see section 7). Where the statutory cancellation right applies, we refund within 14 days of receiving the goods back; mandatory legal provisions on refunds remain reserved.

6.7 The change-of-mind return period and the statutory cancellation right do not apply to items made to your specifications or personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken after delivery.

7. Refunds

7.1 Refunds are issued exclusively after receipt and inspection of the returned items at our end.

7.2 During inspection we check that the item is complete, unworn, unwashed and in its original condition, and that it matches the item that was delivered.

7.3 If the return does not contain the original item, is incomplete, or the item shows signs of wear, washing, damage or any other unjustified reduction in value, we reserve the right, to the extent permitted by law, to reduce or refuse the refund.

7.4 After a successful inspection, we refund the amount paid for the product within fourteen (14) days to the original payment method. If you return part of an order that received a discount, the refund reflects the price you actually paid for the returned item after discounts.

7.5 How long it takes for the amount to appear in your account depends on your bank or payment provider.

8. Undelivered, uncollected or refused parcels

8.1 We do our best to deliver every order successfully. In some cases the carrier may adjust the delivery, for example by leaving the parcel at a post office or collection point, or by making a further delivery attempt. These decisions are outside our direct control.

8.2 A delivery is considered failed when:

a) the parcel is not collected within the carrier's holding period
b) delivery is refused, including refusal to pay import VAT or duties
c) delivery is not possible because of incorrect or incomplete details

8.3 In these cases, the parcel is returned to the local carrier depot and then to our warehouse. While it is still at the depot, you may request reshipment by paying the shipping cost.

8.4 Once we have received the returned parcel, you can choose between:

a) reshipment against payment of the shipping costs
b) a partial refund of 65 % of the product value

8.5 The amount retained (35 %) covers, to the extent permitted by law, the costs already incurred and not recoverable, in particular international shipping (outbound and return), handling and logistics costs, carrier fees and restocking costs.

8.6 Not collecting or refusing a parcel does not count as a return request or as exercising your statutory cancellation right. A change-of-mind return or a statutory cancellation requires an express written request within the period stated in section 6 (see also Appendix A).

9. Lost parcels

9.1 If a parcel is confirmed lost in transit because of a carrier or logistics problem that you did not cause, we send you a free replacement. The carrier's confirmation is decisive.

9.2 If the tracking shows delivery to the address you provided, the parcel is deemed delivered. In that case, please first check whether it was left in a safe place, with a neighbour or building manager, or at your local post office or collection point, and then contact us so that we can open an investigation with the carrier. We may ask you to confirm in writing that you have not received the parcel. We resolve the case once the investigation is complete.

10. General provisions

10.1 All returns require our prior authorisation by email.

10.2 We are not responsible for customs delays, import charges or other government fees.

10.3 Refunds are issued only after receipt and inspection of the items.

10.4 If we suspect misuse of this policy, for example returning different or worn items, unusually frequent returns, repeated damage claims, or false statements, we reserve the right to refuse returns and replacements and to consider legal steps. Only one remedy per item can be issued.

10.5 If there is a problem with your order, contact us first. Opening a chargeback or payment dispute without first contacting us is a breach of our Terms of Service. In the event of a chargeback, we provide the payment provider with all relevant evidence, in particular proof of delivery, tracking history and all correspondence. Chargebacks filed for orders that were delivered as described, or for which a refund or replacement has already been issued, will be contested, and we may decline future orders from the same customer.

11. Dispute resolution

If something is not right, please contact our customer service first so that we can find a solution together. Beyond that, you can turn to:

Using these avenues does not affect your right to take the matter to court.

12. Contact and support

If you have questions about this policy or about a return, you can reach us at any time at: info@molliemay.co.uk

We will look at your request carefully and work with you towards a fair solution.

Appendix A: model cancellation form

(You can use this form to exercise your statutory right to cancel, or copy it into an email to request a change-of-mind return. You do not have to use it.)

To: Mollie May | info@molliemay.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:

Order number: ___________________________

Item(s): ___________________________

Ordered on: ___________________________

Received on: ___________________________

Name of consumer(s): ___________________________

Address of consumer(s): ___________________________

Date: ___________________________

(*) Delete as appropriate.