Returns
We hope you'll be delighted with your purchase from Marquis & Dawe. If, for any reason, you'd like to return an item, we're here to help.
Before you request a return
Please take a moment to read our Returns Policy before submitting your request.
By requesting a return, you confirm that:
- Your request is made within 14 days of receiving your order.
- Your item is unused and in its original condition.
- All original packaging and tags are attached.
- You understand that return postage costs are your responsibility unless the item is faulty or supplied in error.
Returning Your Item
Once your return request has been approved, your item must be returned to us within 14 days.
Returned items must:
- Be unused and in their original, new condition.
- Include all original packaging.
- Have all original tags attached.
- Be securely packaged to prevent damage during transit.
Unfortunately, we cannot accept returns where items have been:
- Used.
- Damaged.
- Marked or scratched.
- Contaminated with pet hair or other substances.
- Returned without their original packaging or attached tags.
Packaging Your Return
Please take extra care when packaging your return, particularly if it contains fragile items such as glass, ceramic or photo frames.
Where possible, we recommend using the original packaging together with sufficient protective packaging to help prevent damage during transit.
Please note: Items damaged during their return journey due to insufficient packaging may not be eligible for a refund.
Return Postage
Unless an item is faulty or supplied in error, return postage costs are the responsibility of the customer.
We strongly recommend using a tracked delivery service, as you remain responsible for the item until it has been safely received and inspected by our Customer Service team.
Refunds
Once your return has been received and inspected, we aim to process your refund within 7 days.
Refunds will be made using the original payment method used to place your order.
Returns received outside of the approved return period will not be eligible for a refund.
Cancelling an Order
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
If your order has already been dispatched, it will need to be returned in accordance with this Returns Policy, and return postage costs will apply unless the item is faulty or supplied in error.
Faulty, Damaged or Incorrect Items
We take great care to ensure every order arrives in perfect condition.
If your item arrives damaged, faulty or you have received an incorrect item, please contact us within 3 days of delivery, including photographs where possible.
Once we've reviewed the issue, we'll discuss the most appropriate resolution, which may include a replacement, replacement part or refund.
Items That Can't Be Returned
- Personalised or bespoke items made to your specific requirements.
- Items that cannot be resold due to their bespoke nature.
- Commercial or business-to-business volume orders, unless otherwise agreed in writing.
Need Help?
If you have any questions about our Returns Policy or need assistance with your return, please don't hesitate to contact our Customer Service team.
