Returns & Refund Policy
We want you to be happy with your purchase. Please read this policy carefully, as it applies to all orders placed with Mollie May for the UK market.
1. Return Period
1.1 You may request a return within 30 days of receiving your order.
1.2 To be eligible for a return:
- The item must be unused and in its original condition.
- It must include all original parts, packaging and accessories.
- The item must not show signs of washing, use, alteration or intentional damage.
1.3 We reserve the right to refuse returns that do not meet these conditions.
2. How to Request a Return
2.1 All returns must be approved in advance.
2.2 To start a return, please contact us at: info@molliemay.co.uk
Please include the following information:
- Order number.
- Full name.
- Shipping address.
- Reason for the return.
- Clear photographs if the item is damaged, faulty or incorrect.
2.2.1 In cases involving damaged, faulty or incorrect items, we may request clear photographs of the product, packaging and shipping label in order to assess the situation and provide the most appropriate solution.
2.3 For consumers exercising their statutory cancellation rights, an appropriate solution will be provided in accordance with applicable UK consumer protection law.
Depending on the circumstances and, where legally required, with the consumer's agreement, this solution may include:
- A refund.
- A replacement with the same or an equivalent product.
- Store credit for a future purchase.
2.4 In all other return cases, following assessment, one of the following solutions may be offered:
- A refund.
- A replacement with the same product.
- Store credit for a future purchase.
2.5 Once your return has been approved, we will provide you with the correct return address.
2.6 Do not send items back to the address shown on the parcel. Unauthorised returns may be refused.
3. Return Shipping
3.1 We do not offer free returns.
3.2 Return shipping costs are the responsibility of the customer in all cases.
3.3 Returns must be sent to our designated warehouse. The exact address will be provided once your return has been approved.
3.4 We strongly recommend using a tracked shipping service and keeping proof of postage.
3.5 Mollie May is not responsible for return shipments that are lost without confirmed tracking.
4. Refunds
4.1 Refunds are processed only after the returned item has been received and inspected.
For consumers exercising their statutory cancellation rights, the refund will be issued within the applicable timeframe under UK law.
4.2 We reserve the right to withhold the refund until the returned item has been received and verified.
If the returned parcel does not contain the original product, or contains a product in a condition that indicates an unjustified reduction in value, we reserve the right to refuse the refund in whole or in part.
4.3 Refunds will be issued to the original payment method.
4.4 Refunds are processed following inspection of the returned item and within the legally applicable timeframe.
4.5 Original shipping costs are non-refundable unless otherwise required by law.
4.6 If the returned item does not meet the return conditions described in Section 1.2, the refund may be refused.
5. Faulty, Damaged or Incorrect Items
5.1 You have the right to reject a faulty item within 30 days of delivery for a full refund.
Please contact us as soon as possible if you receive an item that is faulty, damaged or incorrect.
Please include:
- Order number.
- Description of the issue.
- Clear photographic evidence.
5.2 If the issue is confirmed:
- For faulty or defective items: we may offer a free replacement, replacement parts or an equivalent solution at no additional cost to the customer. If a replacement is not possible or cannot be provided within a reasonable timeframe, an appropriate refund will be issued in accordance with applicable law.
- For incorrect items (different from what was ordered): we will send the correct item at no additional cost. You will not be required to return the original item. This does not apply where the customer selected the wrong size when placing the order.
5.3 If, following assessment, no fault or error is found, we reserve the right to refuse a refund or replacement.
6. Exchanges
6.1 We do not offer direct exchanges.
6.2 If you wish to exchange an item, for example for a different size or design, you must return the original item and place a new order.
Return shipping costs are the responsibility of the customer.
6.3 In certain cases, at our sole discretion, we may offer an alternative solution whereby you may keep the original item and request a different size or variant by paying a reduced reshipping fee.
This fee is normally between 30% and 40% of the original product price and covers handling and shipping costs.
This option is not guaranteed and is subject to approval.
This is entirely optional: you always retain the option to make a standard return.
Please contact our customer service team at info@molliemay.co.uk to find out whether this solution is available for your order.
7. Order Changes & Cancellations
7.1 You may request cancellation within 24 hours of placing your order by contacting us via email at info@molliemay.co.uk.
7.2 Once an order has been processed or shipped, it can no longer be cancelled or modified.
7.3 Please review your order details carefully before completing checkout.
8. Statutory Right to Cancel – United Kingdom
8.1 If you are a consumer in the United Kingdom, you have statutory cancellation rights for online purchases in accordance with applicable UK consumer protection law.
The statutory cancellation period for online purchases is separate from the 24-hour order cancellation request set out in Section 7.
8.2 To exercise your statutory right to cancel, you must notify us within the applicable statutory period by contacting us in writing at: info@molliemay.co.uk
You may also use the Cancellation Form provided in Appendix A.
8.3 Return shipping costs are the responsibility of the customer in all cases.
8.4 Your refund will be issued within the applicable statutory timeframe and using the same payment method used for the original purchase.
8.5 The statutory right to cancel does not apply where legal exceptions apply, including:
- Goods made to the consumer's specifications or clearly personalised.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
9. Unclaimed Orders & Delivery Redirections
9.1 During periods of high shipping volume or due to carrier limitations, orders may be redirected to a collection point at the carrier's discretion.
9.2 If an order is not collected within the carrier's collection period:
- It will be returned to the carrier's local depot.
- Reshipment may be requested upon payment of the original shipping cost.
- If reshipment is declined, the order will be returned to our central warehouse.
9.3 Once the order has been returned to our warehouse, you may choose between:
Reshipment: The item may be sent again upon payment of the applicable shipping costs.
Partial refund: You may cancel the order and receive a refund of 35% of the product price. This amount takes into account handling, storage and logistics costs. Shipping costs are non-refundable.
9.4 Refusing delivery or failing to collect an order does not automatically constitute the exercise of your statutory right to cancel.
To exercise your statutory cancellation rights, an explicit statement from the customer is required within the applicable statutory period.
10. Lost or Undeliverable Orders
10.1 If an order is confirmed as lost due to logistical issues or a carrier error, we may offer a free replacement or another appropriate solution.
11. Important Information
- All returns require prior approval.
- Return shipping costs are the responsibility of the customer in all cases.
- Items must meet the return eligibility conditions.
- Refunds are issued only after inspection.
- Unauthorised returns may be refused.
12. Contact
For any return, cancellation or other enquiries, please contact our customer service team at:
Mollie May
Email: info@molliemay.co.uk
Appendix A: Cancellation Form
(Complete and return this form only if you wish to cancel your contract.)
To:
Mollie May
Email: info@molliemay.co.uk
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number: ___________________________
Product description: ___________________________
Order date: ___________________________
Date received: ___________________________
Consumer's name: ___________________________
Consumer's address: ___________________________
Date: ___________________________
© 2026 Mollie May