Refund policy

Thirty days. Free returns. No quibbling.

If you have changed your mind

You have 30 days from the day your order arrives to return anything for a full refund.

Email hello@marisellelondon.com with your order number and tell us what you would like to return. We reply within one working day and confirm exactly how to send it back.

Returning something costs you nothing. Whatever route we agree, we cover it. You will never be out of pocket for postage on a return.

Our pieces are sent to you directly from our production partners rather than from a UK warehouse, so the sensible return route depends on the item. Sometimes we will give you an address and cover the postage. Sometimes, particularly on lower-value pieces, we will simply refund you without asking for the item back, because sending it halfway around the world helps nobody. We will tell you which applies as soon as you get in touch, and either way you are refunded.

Items should come back:

  • unworn and unwashed
  • with their tags still attached
  • in a condition we could reasonably sell them in

You are welcome to try things on, exactly as you would in a fitting room. You are responsible only for any loss in value caused by handling beyond that.

Sale items are included. Everything on this site can be returned, whether it was full price or reduced.

Your legal right to cancel

Separately from the 30-day policy above, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

That right lasts for 14 days from the day you receive the goods. To use it, tell us clearly that you are cancelling, by email to hello@marisellelondon.com, before the 14 days are up. You do not have to give a reason. You can use the form at the end of this policy, but you do not have to.

If you cancel under this right:

  • We will confirm within one working day whether we need the goods returned. If we do, we will give you the address and we pay the postage.
  • If we ask for the goods back, please send them within 14 days of telling us you are cancelling.
  • We refund the price of the goods and the standard delivery charge you paid on the way out, if you paid one.
  • Where we ask for the goods back, we refund within 14 days of receiving them, or of you giving us proof you have sent them, whichever is sooner. Where we do not ask for them back, we refund within 14 days of you telling us you are cancelling.

Our 30-day policy is more generous than the law requires. Offering it does not take away this statutory right.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, anything we sell you must be of satisfactory quality, fit for purpose and as described. If it is not:

  • Within 30 days of delivery, you have the right to reject it and get a full refund.
  • After 30 days and within 6 months, we will repair or replace it. If that is not possible or does not resolve the problem, you are entitled to a refund, which may be reduced to reflect the use you have had.
  • After 6 months, the same rights apply, but you may need to show the fault was there when you received the item.

We cover all postage costs in these cases. Email hello@marisellelondon.com with your order number and a photograph and we will sort it out.

Nothing in this policy affects your legal rights.

Items we cannot accept back

For hygiene reasons we cannot accept returns of pierced jewellery, or of underwear or swimwear where a sealed hygiene strip or its packaging has been opened. This applies only where the seal has actually been broken. If the item is faulty, your rights are unaffected and this exclusion does not apply.

Exchanges

We do not run an exchange process, because holding a piece while a return is arranged would leave it unavailable for days. Return what does not work for a full refund and place a new order for the size or colour you want. You get the right item faster and you are not waiting on us.

How refunds are paid

Refunds go back to the payment method you used. Depending on your bank it can take a further 3 to 5 working days to appear on your statement.

If you paid with Klarna or another buy-now-pay-later provider, we notify them and they adjust your plan.

Model cancellation form

You do not have to use this. An email saying you are cancelling is enough.

To: Mariselle London (hello@marisellelondon.com)

I hereby give notice that I cancel my contract of sale of the following goods:

Order number:
Ordered on:
Received on:
Your name:
Your address:
Date: