Refund Policy

Refund Policy

We offer a 30-day return policy, meaning you have 30 days from receiving your item to request a return from the date of products being received.

To be eligible for a return, the item must be in the same condition as when you received it—unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To begin a return, please contact us at hello@mymarshmallow.co.uk. 

If your return is accepted, we will arrange a date for our courier to pick up the returned good/s. This can be arranged over email or by phone

For any questions about returns, feel free to contact us at hello@mymarshmallow.co.uk

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will assess the issue and work to resolve it as quickly as possible.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including: items on clearance and custom bespoke goods requested via email or phone
Additionally, gift cards are non-returnable. If you have any questions about whether your item is eligible for a return, please contact us.

Exchanges

The quickest way to receive a different item is to return your original purchase first. Once your return is approved, you can place a new order for the desired item.

European Union 30-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 30 days for any reason, with no justification required. As mentioned, your item must be in the same condition as when received—unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

Refunds

Once we receive and inspect your return, we will notify you if the refund has been approved. If approved, your refund will be processed back to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at hello@mymarshmallow.co.uk.