Refund policy

 

  • We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns subject to the rules below, which include rules about fair use. None of these rules affect your statutory rights.
  • Please email our customer service team to start a return ‘contact@bymollie.com’ or DM us on Instagram @by_mollie
  • Returns are accepted back to us within 14 days of your order receipt (delivery date). This means we must receive your items back no later than 14 days after the delivery date for a full refund.
  • We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to: send it back to your default delivery address and ask you to cover the delivery costs or issue you a gift credit if received within 28 days of the delivery date.
  • We also accept exchanges within 28 days of the delivery date, to start an exchange please email or DM us as above. Exchanges are subject to a reduced return postage fee to cover the postage of the new item.
  • Your refund for the total value of the returned item(s) (excluding original postage paid) will be issued to the original payment method.
  • Sale items are only refundable for a gift credit.
  • Made to order items are only refundable for a gift credit.
  • Please include your order slip inside your return so we know it’s yours.
  • The cost of returning the goods for a refund are covered by the buyer.
  • Please do your best to try on, handle, and repackage the items with care. Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant, and perfume, and have all original tags attached.
  • We always recommend returning your items via a recorded service as we, unfortunately, can't be held responsible for any items that do not reach us.
  • FOR FAULTY ITEMS- On the rare occasion you receive an item from us that is faulty, please let us know within 7 days of the delivery date with photographic evidence of that fault so that we can arrange a return to us for a refund. We are unable to accept any complaints or faults without evidence. Any faults reported after this 2-week time frame will NOT be accepted. Items then must be returned to us within 28 days from the delivery date in order to receive a full refund. Any faulty items received past this date will be issued with a gift credit.