Refund policy

At Marnelle, we stand by the quality of our curated collection. If you aren't completely happy with your purchase, we've made the return process simple and transparent. By requesting a return, you agree to the terms below. These policies apply to all orders shipped to customers in the United Kingdom.

30 day right of return

We offer a 30-day return window for all eligible items.

  • The 30 days begin the moment you receive your complete order.
  • All returns and exchange requests must be initiated within this 30-day timeframe.

Conditions for returns

To be eligible for a refund, the product must be in resalable condition:

Requirement Details
Condition Item must be new or slightly used, clean, undamaged, and in resellable condition. Items must be free of odors, stains, or excessive wear.
Packaging Returned in its original packaging (or adequate packaging that protects the item in transit) with all original tags attached.
Timeframe Returns requested or postmarked more than 30 days after delivery will not be accepted.

Legitimate reasons for returns

  • Size problem
  • Received wrong product
  • Fit problem
  • Damaged product

Legitimate reasons for exchange

  • Size problem
  • Received wrong product
  • Fit problem
  • Damaged product

Process for returns

If you would like to return an item, please follow this process:

  1. Download and print this Return Form .
  2. Complete the form and include it inside your return package. Please send your return to the following return address:
    GT Ecom B.V.
    Betuwehaven 8
    3433 PV Nieuwegein
    Utrecht
    Netherlands
  3. When sending your package, please use a shipping method with Track & Trace.
  4. After posting your return, send the tracking code to our customer service at support@marnelle.co.uk so we can track the shipment.

Return shipping costs

  • Return shipping costs are the customer’s responsibility.
  • Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email. We will also cover the return shipping cost.

Damages and problems

If you receive an item that is damaged, defective, or incorrect due to our error, we will fix it immediately:

  • Damaged on Arrival: If the package appears severely damaged during transit, please refuse the delivery. If the package has already been delivered, contact us immediately.
  • Delivered Damage: If you discover a problem after delivery, email us at support@marnelle.co.uk with photos of the damaged package.

Do you charge a restocking fee?

No, we do not charge a restocking fee.

Exchanges

Exchanges are subject to the immediate availability of the desired size or color. Please contact our customer service team to initiate an exchange request. We will help reserve the replacement item (if available) and guide you through the return of the original item.

Refund

Once we’ve received and inspected your return:

  1. We will notify you of the approval status.
  2. If approved, your refund will be automatically processed to your original payment method within 5 business days.

Note: It may take additional time for your bank or credit card provider to process and post the refund. If your refund is significantly delayed, first check your bank or card statement, then email us at support@marnelle.co.uk.

For further questions, please contact us at:

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
E-mail: support@marnelle.co.uk
Telephone: +44 20 3996 2931

Chamber of Commerce number: 82232393
VAT number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Marnelle

Opening hours:
Monday–Friday: 8:00 AM–6:00 PM GMT
Saturday–Sunday: Closed
Public holidays: Closed