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.

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

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.

 

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 for UK, £20 for EU, £30 for US 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 (£10 for UK, £20 for EU, £30 for US, £40 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 "RETURNED GOODS, purchased from Mae Cassidy.com with the original outbound tracking number" on the shipping declaration paperwork. If there is no option to put this in the declaration, please put this as a note in the address. 

 

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.

 

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 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.

 

WHAT IS MY ITEM IS FAULTY?

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.

 

WHAT IF I HAVE ALREADY SENT SOMETHING BACK THAT DOES NOT HAVE TAGS, IS WORN OR IS PART 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,

27 Pewley Hill,

Guildford,

Surrey,

GU1 3SN

United Kingdom

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

 

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