Returns & Exchanges

Returns & Refunds – What Are the Policies?

Customer satisfaction is always our top priority. While we hope you are delighted with your order, if something isn’t quite right, we’re happy to offer a refund or exchange within the guidelines below. Please read carefully before returning any items.

Very Important

It is your responsibility to protect all pieces when trying them on. Returns will only be accepted in perfect, resale-ready condition.

Due to the limited stock we carry — and the fact that another customer may be on a waiting list for the item you purchased — we ask that you ship returns exactly as requested below.

How to Return an Item

  1. Contact us within 48 hours of receiving your order by emailing customercare@marygrant.com to request a returns number.

  2. Once a returns number is issued, the item must be shipped back within 48 hours, and tracking details must be emailed to customercare@marygrant.com.

  3. All items must be returned using a registered postal service that requires a signature.

  4. All returns must be sent back in their original packaging, exactly as received.

  5. Items must be returned unworn and in perfect condition, with all swing tickets and garment tags still attached. Do not remove tags until you are sure you are keeping the item.

  6. It is your responsibility to ensure all items are returned in immaculate condition. Returns that are damaged, soiled, carry animal hairs, smell of perfume, cigarette smoke, or any other odours, or are returned without original labels will not be accepted and will be sent back to you.

  7. Before leaving our warehouse, every item is checked by our packing team. If you receive a damaged item, please contact us immediately upon receipt.

  8. Items must be folded neatly to prevent creasing. Any items requiring steaming due to careless packing will incur a €15 steaming charge, deducted from your refund.

  9. Where provided, any designer packaging such as authenticity cards, dust bags, and leather tags must be included in your return.

  10. Any free gifts sent with your order must also be returned.

  11. Footwear must be returned unmarked and in its original, undamaged packaging, as this is considered part of the product.

  12. Please do not use sellotape, parcel tape, or duct tape on boxes, as these go against our responsible consumption efforts. All parcels include a paper box seal, which should be used to reseal the box as received.

Returns from Outside the EU

Please return using registered post to the address provided with your returns number.

Important: If you are returning from the UK, USA, or any location outside the European Union, you must clearly mark your parcel as “Returned Goods – No Commercial Value” on the customs declaration. Failure to do so may result in delays or import duties being applied, which will be deducted from your refund.

Refunds

  • You must follow our returns policy above. Parcels received without a returns number will not be accepted and will be returned to you.

  • Returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred.

  • Shipping charges are non-refundable.

  • For orders over €300, shipping is on us. However, if an order is returned for a refund, the original shipping cost will be deducted from your refund.

  • All sales taxes are included in your refund if your order was sent to a destination within the EU.

  • Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

If you have any questions or wish to discuss the returns process in further detail, please contact us at customercare@marygrant.com.