Returns Policy

We hope you are delighted with your Mae Cassidy purchase. The satisfaction of our customers is of paramount importance to us.

We have tried to answer any questions you might have on our returns and exchange policy below. However, should you have any further questions, please do not hesitate to email us customercare@maecassidy.com

HOW DO I RETURN MY ORDER?

We are sorry to hear you would like to return your Mae Cassidy purchase! To return an order please contact customercare@maecassidy.com to request a return.

WHAT IS YOUR RETURNS POLICY?

We are happy to accept returns of items within 14 days of receipt of the parcel. We cannot accept items outside of this return window.

Please email customercare@maecassidy.com to receive your returns instructions and papework.

All items must be returned unused, in the original packaging. This includes the Mae Cassidy box, dust bag, foam and security tags still attached.

We are not able to issue refunds or exchanges for goods that do not arrive or arrive damaged. Therefore, please ensure you package your return properly.

To ensure safe return; please place all foam handle covers provided back on bracelet handles & tassels of the accessory or if your item has a detachable chain, please ensure to remove it and place it back inside the accessory to avoid damage to the outer fabric of the accessory on return. Place your returning item back in the protective foam pouch, drawstring bag and place inside the Mae Cassidy box and carton provided. Please DO NOT wrap your accessory directly in bubblewrap as this can cause irreversible indentation to the outer fabric.

Mae Cassidy reserves the right to refuse a return on goods that are returned not in their original condition or original packaging after 14 days. Any items returned soiled, damaged, without the original packaging or not in its original condition, that has been damaged or is missing parts for reasons not due to our error cannot be refunded and will be returned to you. You will be charged for these return shipping costs. If you refuse delivery of the return, your package will be returned to Mae Cassidy and you will be charged for the return shipping costs.

Once we have received and inspected your return, we will contact you via email to notify you that your return has been accepted. 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 within 5-10 business days, depending on your bank / credit holder.

Additional VAT charges will not be refunded. If you want a refund for your duties and/or taxes you'll need to contact UPS or DHL. Showing proof that you have sent the items back for a refund will assist with the speed of the refund. Shipping costs will not be refunded.

If your order is subject to these duties / taxes, these will not appear on the invoice, but will be presented to you and collected by the courier upon delivery. Furthermore, if you refuse to pay taxes / duties, your package will be returned to Mae Cassidy and you will be charged for the return shipping costs.

DO YOU OFFER REFUNDS ON SALE OR SAMPLE SALE ITEMS?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

All sample sale items are sold as seen and we're not able to offer any refunds or exchanges on items purchased at our sample sale.

DO YOU OFFER FREE RETURNS?

At the moment, we do not offer free returns.

If you need to return an item, we can issue you a DHL or UPS shipping label we’d just deduct a small amount from the refund for this (£8 per bag for UK, £35 per bag for EU, £35 per bag for US, £55 per bag the rest of the world). You will be issued a shipping label that will be active for 7 days and once a return has been requested and paperwork has been issued, please note we will need to receive the item back from you within 7 days. Please email customercare@maecassidy.com to request this.

Otherwise you can go ahead and send the parcel back via your own method to our warehouse address listed at the end of this page. Please email customercare@maecassidy.com to request the returns paperwork and once a return has been requested and paperwork has been issued, please note we will need to receive the item back from you within 7 days.

Goods are your responsibility until they reach us. We are not able to issue refunds for goods that do not arrive or arrive damaged. Therefore, please ensure you use a trackable service and package your return properly in the Mae Cassidy box, bubble wrap and carton that was provided to ensure the items are returned back to us safely.

We can accept returns of items with the original tags attached within 14 days of receipt.

WHAT IS YOUR INTERNATIONAL RETURNS PROCESS?

At the moment, we do not offer free international or domestic returns.

If you need to return an item, we can issue you a DHL or UPS shipping label we’d just deduct a small amount from the refund for this (£25 per bag for EU, £35 per bag for US, £55 per bag the rest of the world). Please email customercare@maecassidy.com to request this.

Otherwise you can go ahead and send the parcel back via your own method to our warehouse address listed at the end of this page. Please email customercare@maecassidy.com to request the returns instruction and paperwork for this. For returns outside the UK, please clearly state "RETURNING GOODS TO SELLER - NO RETAIL VALUE, purchased from Mae Cassidy.com, quoting the original outbound tracking number" on the reason for export shipping declaration paperwork. If there is no option to put this in the declaration, please put this as a note in the address as we can not accept customs charges to receive your return.

We can accept returns of items with the original tags attached within 14 days of receipt.

CAN I RETURN SOMETHING I PURCHASED AT A SAMPLE SALE?

All sample sale items are sold as seen and we’re not able to offer any refunds or exchanges on items purchased at our sample sale.

DO YOU HAVE FREE SHIPPING?

Please see our shipping page for full shipping details and options.

CAN I EXCHANGE MY ORDER?

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 customercare@maecassidy.com

We are happy to exchange items if they are defective or damaged or we are happy to exchange items for a different style or colour within the same price range as the item you´re returning. All exchanges are based on stock availability and additional shipping charges will be added.

If you want to exchange an item that cost more please return your item with a request for a refund and purchase the new item separately. Received returns with request of exchange to an item that costs more or are out of stock will automatically be refunded and you need to purchase the new item separately. Mae Cassidy will only send out the new merchandise once the returned items are received.

All exchange orders to countries outside the United Kingdom are sent out marked as an "Replacement / Exchange Order". This explains to your customs that you have already paid government tax and duty on your original tracking number, and that this is a replacement item. Should your customs insist and issue the fee again you will need to show proof that it is an exchange item and that you have already paid the fee, and have sent the original order back to us. Please have the tracking for your return and the receipt for the fee at hand.

Customers are responsible for all additional shipping costs for exchanges.

WHAT IS MY ITEM IS FAULTY? DO YOU OFFER REPAIRS?

We are really sorry to hear this! Please notify us by email to customercare@maecassidy.com with details and photographs of the product fault to return within 14 days of receipt.

As a sustainable brand, every Mae Cassidy piece is 100% handmade by skilled artisans. This handmade craftsmanship makes each piece unique. For this reason, incidental marks and tonal variations may occur and should not be considered imperfections or faults for return.

We will replace or repair any faulty items bought from this website within 6 months of proof of purchase. This must be first agreed with our customer care team on customercare@maecassidy.com

Missing crystals, beads and pearls are not classed as manufacturing faults if outside the 14 day return policy. However we can replace missing crystals after this time at a small repair fee, plus shipping where ever possible. Please contact us for a quote at customercare@maecassidy.com

Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this.

Damage caused by general wear and tear is the responsibility of the owner. We can not be responsible for any damage due to negligence.

We do offer a charged repairs service, plus shipping where at all possible. Every repair is treated as an individual case and will be quoted accordingly. Please e-mail our customer care team for further information customercare@maecassidy.com

We may not be able to repair items damaged in the post due to insufficient packaging. Therefore, please ensure you package your returning item properly.

WHAT IF I HAVE ALREADY SENT SOMETHING BACK THAT DOES NOT HAVE TAGS, IS WORN OR IS PAST THE RETURNS WINDOW?

We are not able to issue refunds or exchanges for items that have clear signs of wear, have been returned outside the returns window or are without their original tags. We will notify you if this is the case and ask that you arrange shipping of your order back to your address at your own cost.

We're not liable for these items while they are stored at our warehouse.

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 at customercare@maecassidy.com

PLEASE SEND ALL RETURNS TO:

Mae Cassidy / (Georgina Mae Limited)

Swan Cottage,

Albury,

Guildford,

GU5 9BE

United Kingdom

Please contact customercare@maecassidy.com if you have any more enquiries

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