Refund policy

We hope you love your piece as much as we do. However, if you are unhappy, you can return or exchange your item within 14 days of receipt, in accordance with UK consumer law.

To complete your return, we require a receipt or proof of purchase.

Returns Eligibility

Items must be returned:
– In original packaging and in resalable condition
– Unused, unworn and unmarked, in the same condition as received
– In a fully sealed, secure parcel bag

If an item is returned damaged, marked, worn, or otherwise unsellable upon inspection, the refund may be reduced or refused in line with the Consumer Contracts Regulations.

Shoes

Please ensure that shoes are tried on:
– With clean feet or foot stockings, and
– Only on a carpeted surface to prevent scuffing the soles.

We cannot accept shoes that show scuffs, footprints, markings, soiled insoles, or any other signs of wear. Shoes must be returned in their original, clean, unworn condition and packaging.

Made-to-Order Items

All Made-to-Order pieces are final sale (no refunds or exchanges). These gowns are made specifically for you and therefore exempt from cancellation rights under the Consumer Contracts Regulations.

Sale, Sample-Sale & Ex-Sample Gowns

All sale, sample-sale and ex-sample gowns are unique one-of-a-kind pieces, offered at special pricing. They may show minor signs of boutique handling, such as light fabric wear, small marks or loose threads. These features are reflected in the gown’s price and are part of its character.

Customers are welcome to request additional close-up photos or short video clips before purchasing, to see specific details or areas of interest.

Professional imagery used on our website represents the style and silhouette of each gown.

You may return your online sale or ex-sample gown within 14 days of delivery, provided it is returned in identical condition — unworn, unmarked, and in its original packaging. If the item is returned with new wear, stains, odours, missing tags, or damage caused by handling beyond inspection, Marrime reserves the right to make a reasonable deduction to reflect any loss in value.

Final Sale Items

The following remain final sale and non-returnable:
– Made-to-Order gowns
– Pierced jewellery (for hygiene reasons)
– Hygiene-sealed items once opened

Faulty or Misdescribed Items

All items are carefully inspected before dispatch. If you believe your item is faulty or not as described, please contact us at returns@marrime.com.

Our team will review your request promptly and advise you on the next steps in line with UK consumer law.

How to Make a Return

To request a return, please log into your Customer Account and submit a Return Request within 14 days of receiving your order. For full instructions, visit our How To Make A Return page.

Return shipping for change-of-mind cancellations is the customer’s responsibility.

How To Ship Returns

To return your product, you should mail your product to us. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance.

We don’t guarantee that we will receive your returned item.

International Returns

To return your product, you should mail your product to us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please ensure that you state you are “returning to seller” in the reason for export on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. Please note we do NOT refund international customs taxes and sales charges. 

Returns requiring customs charges at our side in the U.K. will not be accepted and remain with the postal service, the parcel will be automatically be returned to you the sender within 21 days. 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, visible within 7 – 14 working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Exchange

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at info@marrime.com and send your item to us.