We hope you are as delighted with your Mae Cassidy products as much as we are. The satisfaction of our customers is of paramount importance to us.
If you are not satisfied with your purchase, Mae Cassidy will accept items for an exchange or a full refund within 14 working days of receiving your order. To arrange this please contact firstname.lastname@example.org.
Please note that to be eligible for a return, all items must be returned unused, in the original packaging. This includes the Mae Cassidy box, dust bag and security tags still attached. 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.
You will be responsible for paying for your own shipping costs for returning your item. 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.
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. 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.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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 email@example.com.
You can also exchange items into different sizes and colours 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 to 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. Sophie Anderson will only send out the new merchandise once the returned items are received.
All exchange orders to countries outside the European Union are sent out marked as "Warranty Replacement Order". This explains for 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.
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 firstname.lastname@example.org.
PLEASE SEND ALL RETURNS TO: