Returns

Returns policy

If you're not completely happy with an item, just return it to us in the same condition you received it for an exchange or refund*, within our returns period(s) shown below.

We will accept item(s) provided they are returned as new, i.e. are unworn and have been returned with the original packaging, including tags, within the time limits set out below.

Returns that are damaged, soiled or altered and which do not have the original tags will not be accepted.

Items in a branded box should be returned unmarked in their original, undamaged packaging as this is considered part of the product.

All items returned should be returned with a completed returns form.

Items without the form will not be reimbursed or exchanged.

Items that can't be returned

Services that can't be refunded

Your right to cancel under the EDCR is unaffected

Faulty goods

Returns period

Order shipped to UK

  • If your item was shipped to you via standard mail - Your return must reach us within 21 days of our dispatch date
  • If your item was shipped to you via express mail - Your return needs to reach us within 17 days of our dispatch date

Order shipped outside the UK

  • If your item was shipped to you via standard mail - Your return needs to reach us within 34 days of our dispatch date
  • If your item was shipped to you via express mail - Your return needs to reach us within 27 days of our dispatch date
Shipped to:Mail service:Must reach within
Shipped to the UK Standard mail 21 days
Courier 17 days
International Standard mail 34 days
Courier 27 days

Please also allow enough postage time for your goods to get back to us within the above return periods -

  • In the UK, 4 working days via Royal Mail is usually sufficient however, during peak periods RM may take up to 7 working days to return the parcel, the returns period will be adjusted according. 
  • From outside the UK 10 working days via standard mail.  We'll always make allowances for disruption to postal services and airlines which might affect your return getting back to us, but if you think your return may be late for any other reason outside your control, please contact us as soon as possible.

How to return items / Returns addresses

First of all, please check that any items you're returning meet our Returns policy.

Please use any suitable packaging that will sufficiently protect the goods in transit. Please make sure you cover up the original delivery address, so that the parcel doesn't mistakenly get delivered back to you.

There's no need to let us know in advance that you're returning something. Just complete the form that came with your order and enclose it with your returned goods.  

UK customers - how to return

Please ensure that items are returned to the returns address provided with each order
.

Items shipped from Mister Master & Little Miss

UK customers - how to return items shipped from Mister Master & Little Miss

Royal Mail

Use the handy post office finder to locate a convenient post office and see their opening hours (many offices now operate longer hours).

Use the returns address label included in your shipment. Please make sure you get proof of postage from the post office.

This should show the Mister Master & Little Miss address that you returned the goods to, together with the post office's printed or stamped confirmation of the posting date.

Please allow five days for your return to reach us.  You will be sent an email advising you that your package has been received at our warehouse, and your return will then be processed according to the information provided and our returns policy.

Please keep your proof of postage until you've received your refund or replacement. 

Items shipped direct from the manufacturer

How to return items shipped direct from the manufacturer

Use the returns label that's enclosed with your order to send your return, either via Royal Mail or via the courier that delivered your order (their contact details will be on a sticker on the parcel).  If you no longer have the label you can print it here (please note: this label has to be printed - the post office will not accept a hand written label)

         



Use the handy post office finder to locate a convenient post office and see their opening hours (many offices now operate longer hours).

Make sure you get proof of postage/courier collection. If you used the post office, this should show the address that you returned the goods to, together with the post office's printed/stamped confirmation of the date of posting.

Please allow up to 7 days for your return to reach its destination.  You should keep your proof of postage until you've received your refund or replacement.

International customers - how to return

Please ensure that items are returned to the returns address provided with each order
.

Items shipped from Mister Master & Little Miss

European customers - how to return items shipped from Mister Master & Little Miss or the Manufacturer

We recommend using your local postal service to return items to the address provided with the order. Please make sure to get proof of postage.  

This should show the Mister Master & Little Miss address that you returned the goods to, together with the post office's printed or stamped confirmation of the posting date.

Please allow at least 7 days for your return to reach us. 

You will be sent an email advising you that your package has been received at our warehouse, and your return will then be processed according to the information provided and our returns policy.

Please keep your proof of postage until you've received your refund or replacement. 

International customers (excl. Europe)- how to return items shipped from Mister Master & Little Miss

If you are returning an item from a country that is outside of Europe eg. Australia, Dubai, New Zealand or the USA you can use your local postal service to return items to the address provided with the order. Alternatively, we recommend using a I Post Parcels to return your items to us. Please make sure to get proof of postage. 

This should show the Mister Master & Little Miss address that you returned the goods to, together with printed or stamped confirmation of the posting date.

Please allow at least 10 working days for your return to reach us. 

You will be sent an email advising you that your package has been received at our warehouse, and your return will then be processed according to the information provided and our returns policy.

Please keep your proof of postage until you've received your refund or replacement. 

 

Once we've got your return

Please allow for anything which might affect your return getting back to us, e.g. extreme weather or disruption to postal services / airlines.

We'll send email notifications to keep you updated on the status of your return, from receipt of the return package in our warehouse to the completion of your replacement order or refund. All emails will be sent to the address given on your order at the time it was placed (regardless of any subsequent changes of email address on your account).

Once we have received your return we will process it as quickly as possible, but please allow up to seven days from receipt for this to be done.

Refunds

Any refund due will be credited back to the card used to pay for the original order. If your card has expired, you'll need to get in touch with us with your new expiry date before a refund can be processed.

The refund will not include the price of the post and packaging of the original shipment.

We will send you an automated email to let you know once your refund has been submitted. Please remember that it may take up to a further five working days for your card issuer to process the credit to your account (this delay is unfortunately outside our control; please refer to your bank's terms and conditions for further information).

Faulty Goods

The Sale of Goods Act 1979 (as amended) provides for the return of faulty item(s). An Item(s) is deemed faulty if it is received damaged or has a manufacturing fault that is immediately evident or occurs within 6 months of the item(s) being received.

Where possible the item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability. If the item(s) cannot be repaired or replaced for the same item, a full refund will be issued. Repairs do not come with any guarantees.

All items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty.

All items are carefully inspected prior to being shipped out.

EDCR - your right of return or cancellation

Under the European Directive on Consumer Rights (EDCR) you can cancel your contract with us/return items* within 14 days of receiving your order. 

Please note – some item(s) which have been sealed for health or hygiene reasons can't be cancelled or returned once unsealed, unless faulty (these are indicated on the website).

If you wish to cancel your order you can either:

  • tell us within 14 days of receipt. You then have a further 14 days to return your complete order.
  • simply return your item(s) within 14 days together with our Returns Form.

Please return the item(s) in the condition that you received them, as we may not be able to give you a full refund if the value of an item is diminished by something you've done (e.g. wear).

Once you return your full order we'll refund what you paid for the item(s) plus, if you paid for delivery, the standard delivery charge. We will only refund the cost of standard delivery even if you paid for express delivery.