NEED TO RETURN AN ITEM?

 STEPS TO CREATE A RETURN  

 1.     Access the returns portal menu 'START A RETURN'
 2.     Enter your order number and email address
 3.     Select the items you wish to return and press next
 4.     Choose your preferable method of return 
      - Royal Mail Drop Off with fixed rate £4.99 (UK Orders Only)
      - DHL Drop Off with calculated fees at check-out ( Rest of The World)
      - Mail if you opt for using any other courier service of your choice, at your own costs.
 5.    Select the return method as 'STORE CREDIT'  'EXCHANGE' or 'REFUND TO ORIGINAL PAYMENT METHOD'  and confirm     
 6.     Your Return Request will be sent to head office for approval
 7.     Once approved you will receive the steps on how to return your garment/s back to us via email
Once HOUSE OF MAGUIE  receives your return back to our Head Office please allow up to 3-5 business days for your return to be processed
*Any return sent to us that has not been authorised or has not submitted a return may be rejected and sent back to its sender

 

       BRITISH RETURNS

FULL PRICE RETURNS:

You may return full priced items (including purchases made with our welcome/sign-up promo code) for refund to the 'Original Method Of Payment' or an exchange or store credit within 14 days of the delivery date.

To return items they must be in their original condition - unworn, unwashed, unused and with all tags attached and associated packaging in original condition. We ask that you take care when trying on your garments as any garments returned to us with makeup/fake tan or any other markings/stains/smells will not be accepted. This also includes garments that have had their tags removed or altered in any way. For health and hygiene reasons and for your protection, we do not accept returns on swimwear in addition fashion jewellery and pierced earrings.

Orders placed using H.O.M e-Boutique store credit or a gift voucher can be returned for a HOM store credit only.

Store credits are valid for 12 months from the date of issue and it's up to the customer to ensure the balance is used before the expiry date. We recommend saving your store credits and e-vouchers to your Apple Wallet. This allows you to keep track of all your available codes, their expiry dates and the values remaining. For an extension to your store credit, you must contact us 1 month prior to request an extension. We will not honour a store credit that has already expired.

 

SALE RETURNS:

If you have used a discount code or purchased an item on sale, you may return it for a store credit or an exchange only.

Sale items may be returned and exchanged. Refunds for sale items will be provided only by e-Boutique Store Credit. Delivery times for sale items may be affected by high demand and extra time should be allowed in those circumstances; every effort will be made to keep any delay to a minimum, should it occur.

KLARNA OUTLET SALE % RETURNS:

When purchases are made with Klarna our regular 'Sale Returns Policy' will apply. Once we have received & approved your return you will be issued with an exchange or e-Boutique Store Credit (not a refund) regardless of whether or not your repayments have commenced or completed. Your Klarna payment schedule will continue as normal, however you will be able to use the full value of your e-Boutique Voucher right away. 

COST OF RETURNS:

Customers are to cover the cost of return postage (unless the items are deemed faulty by our team). You can request a British Post Returns Label in our Online Returns Portal (£4.99) or you can ship your order back via a courier of your choice. We will cover the cost of redelivery for an exchange via Standard Post, however if you require express post, this can be arranged for an additional fee.

INTERNATIONAL RETURNS

 FULL PRICE RETURNS:

You may return full priced items (including purchases made with our sign-up welcome promo code) for a store credit within 14 days of the delivery date. In The case of massive delivery delays caused by customs or 'Force Majeure' an exception will be made and an extension on the return expiry date will be made, by request. Please contact us quoting your order number.

We do not offer exchanges for international customers outside of United Kingdom as we are unable to hold stock aside for your exchange. Therefore, you will be issued a store credit for your return which you can use to repurchase the size you desire for exchange. 

Store credits are valid for 12 months from the date of issue and it's up to the customer to ensure the balance is used before the expiry date. We recommend saving your store credits and e-vouchers to your Apple Wallet. This allows you to keep track of all your available codes, their expiry dates and the values remaining. For an extension to your store credit, you must contact us 1 month prior to request an extension. We will not honour a store credit that has already expired.

SALE RETURNS:

Sale items may be returned and exchanged. Refunds for sale items will be provided only by e-Boutique Store Credit. Delivery times for sale items may be affected by high demand and extra time should be allowed in those circumstances; every effort will be made to keep any delay to a minimum, should it occur.  

COST OF RETURNS:

Customers are to cover the cost of return postage (unless the items are deemed faulty by our team). You can request a DHL Return Label in our Online Returns Portal or you can ship your order back via a courier of your choice. The cost of the return label will vary based on your location. You will be given both options when initiating your return in our Returns Portal to decide which return method you prefer.

LIABILITY FOR RETURNING ITEMS OUTSIDE OF OUR OFFICIAL RETURNS PORTAL:

When customers choose to return their orders using a courier service of their preference outside of our official returns portal, it is their responsibility to ensure the safe return of the parcel. To facilitate a secure return, we require that parcels contain proof of delivery, which can be in the form of a photo or signature obtained at the moment of delivery at our premises.
For added peace of mind, we highly recommend opting for a tracked and signed service when returning items. However, it is important to note that our returns portal offers the safest and fastest method for returning your parcel securely. We strongly encourage you to utilize this service for your convenience and security.

 

FAULTY RETURNS

Our team take care when packing orders and carefully inspect all garments prior to dispatch to ensure they are sent in perfect condition. If you suspect a fault you are required to immediately contact our team (within 48 hours of delivery) by initiating a return request via our Online Returns PortalWe ask that you attach images of your fault in the Returns Portal along with a brief summary of the fault for our team to review. All faulty items must be returned and inspected by our Quality Control team before a return outcome can be provided to you.

Please note that purchasing an 'incorrect size' or being unhappy with the fit is not considered a manufacturing fault and a refund will not be approved on this basis. Our regular return policy will apply for returns of this nature.   

 

EXEMPTIONS TO RETURNS

 WEAR & TEAR: Once tags are removed, you have accepted the condition of your item and it is no longer returnable. It is the customers responsibility to care for their bespoke HOUSE OF MAGUIE garments and any items which have been misused, damaged, mistreated or roughly handled by the customer are not eligible for refund. You may be eligible for a complimentary repair by HOUSE OF MAGUIE (subject to our discretion) for faults that arise once tags are removed and the item has been worn. Please contact our team to check whether you are eligible. 

DRY CLEANING:  HOUSE OF MAGUIE garments are best hand-washed or cleaned by a very quick and gentle dry-clean. We will not be held liable for any damage which has been caused to your garment by a third-party dry-cleaning company. We strongly advise that you contact us for detailed care instructions prior to the cleaning of your garment if you are unsure.

We offer Dry Clean Services for the majority of our products including beaded & feathered embellished garments at the cost of £30 included of shipping fees within UK Mainland only. 

Company Disclaimer: HOUSE OF MAGUIE reserves the right to deny an exchange, store credit or refund if the garment does not meet our returns policy requirements once assessed. If a returned item is denied, the goods will be returned to the customer. 

 REFUNDS

 - When we receive the product, we will refund the value of the purchased product. Your payment will be credited back to the 'Original Method of Payment'.  If you received the item(s) as a gift, the sender will be refunded automatically. If you paid by invoice/PayPal, then the credit will be refunded to your PayPal account.

- Returns for refunds are processed within 3-5 working days of receiving the items, card refunds may take up to 10 business day for your bank to complete, depending on their processing time. This can vary greatly between card issuers. Unfortunately We are unable to influence on this.

-Any items deemed in an unsaleable/ineligible for refund (not returned in their original condition, damaged, soiled or with tags or security tape removed) will be rejected as a return and the customer will be notified by email. We do not accept returns on Nakey Nakey products. This does not affect your statutory rights.

- In the case of lost of the RETURNS SHEET you can download the return form here:

DOWNLOAD THE RETURNS FORM HERE

- However You have 14 (fourteen) days to notify us of your intention to cancel the order and return  the merchandise, then up to 14 days after that to send it back, . If you are returning an item for a refund the cost of freight will not be refunded unless the item you received was sent in error or is faulty. (providing we are notified of faults within 48h of product receipt at info@houseofmaguie.com .   ** We will not process claims for goods received as faulty after this period of time. 

In the event of any failure to return any goods to us within the stipulated time limits, we reserve the right of refuse returns sent to us over the period time. In the event of return refusal the items may be sent back to you at your cost.

Access to and use of the HOUSE OF MAGUIE website (the ‘Website’) is subject to the following terms and conditions.  By using the Website, you are agreeing to all of the terms and conditions, which we may update from time to time without notice.  You should check this page regularly and take notice of any changes made. If you do not wish to be bound by the Terms you should not access or use the Website. If you have any queries regarding these Terms, please contact us at info@houseofmaguie.com

Your statutory rights are not affected by our returns policy.