Returns + Exchanges

ME+EM UK RETURNS POLICY 

If for some reason you are not completely satisfied with your purchase, we offer a Free UK Returns Policy on all Refund / Exchange requests.

All items must be returned within 28 days of receipt of the order with the completed Online Returns Form enclosed, and must be returned new, unused, and in the original packaging with all ME+EM garment tags and labels attached.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods. Please allow 10 working days for your return to reach us. We cannot be held responsible for item(s) lost in transit.

We will then inspect the returned item(s) and providing the order has been sent back as per the ME+EM Returns Policy, we will process your return request within 14 days of receipt of the returned goods and will send you further email notification to confirm this.

 

RETURNING GIFTED ITEMS

At present we do not offer gift receipts. If an item was received as a gift and the recipient would like to return the item for a refund, the refund will be made to the original order payment method. An email confirmation will be sent to the person who made the original purchase.

If the customer requires an exchange, an exchange can only be made for the same item in a different size/colour as per the Returns Policy. The exchange will be sent to the shipping address on the original order and an email confirmation will be sent to the person who made the original purchase.

JEWELLERY RETURNS

Jewellery returns will only be accepted with original packaging. Unfortunately we cannot accept returns on earrings due to hygiene reasons, unless the item is faulty and not fit for purpose. This does not affect your statutory rights. 

 

ME+EM EXCHANGE POLICY 

Exchanges can only be made for the same item in a different size and/or colour and are subject to stock availability. Your replacement item(s) will be sent to you on receipt of the original item(s) being returned as per the ME+EM Returns Policy. If an item has been reduced in price the difference will not be refunded. Exchange orders will be delivered to the same shipping address stated on the original order.

Please note - If you did not have a ME+EM Customer Account at the time of purchase, an account will be created at the point of exchange. This will be created with the email address and contact details you have provided on your original order.

Delivery is free on all replacement items within the UK, but if you are based outside the UK you may need to pay taxes and duties on any replacement items in addition to the shipping/delivery charges. 

If you wish to purchase a different product, you must return your order item(s) for a refund and place a new order. 

 

ME+EM REFUND POLICY 

We will issue a refund for returned item(s) purchased online that are returned according to the ME+EM Returns Policy. The refund will be credited to the purchaser’s original payment method within 14 days of receipt. If the entire order is returned standard delivery of £4.95 is refunded. ( UK orders only).

Please Note: Refunds may take up to 10 working days to appear in your account due to varying processing times between payment providers. 

When an order is placed using a promotional/discount code and contains a number of items, the value of the discount is spread over each item according to the pro-rated value of that item. Any refund of an item purchased in such an order will be reduced by the value of discount attached to it. The ‘discount’ will not be refunded.

 

ME+EM INTERNATIONAL RETURNS POLICY 

All items must be returned within 28 days of receipt of the order with the completed Online Returns Form enclosed. Items must be returned new, unused, and in the original packaging with all ME+EM garment tags and labels attached. We will issue a refund for returned item(s) purchased online that are returned according to the ME+EM Returns Policy.

We regret that ME+EM is unable to provide Free Returns for International orders and Store purchases. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt.
International customers must clearly mark their return packages ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to Duty once they reach the UK.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods.

We will then inspect the returned item(s) and providing the order has been sent back as per the ME+EM Returns Policy, we will process your return request within 14 days of receipt of the returned goods and will send you further email notification to confirm this.

ME+EM WAREHOUSE RETURN ADDRESS:
ME+EM c/o Clipper Logistics
43 Suez Road
Enfield
EN3 7SN
United Kingdom

 

ONLINE RETURNS INSTRUCTIONS 

  1. Please note the item(s) that you wish to return by indicating the reason code in the relevant column on the Online Returns Form.
  2. Tick to indicate whether you require a Refund / Exchange (if you are requesting an exchange, please also indicate the new Size and/or Colour).
  3. Once the form is complete, peel off your Free UK Returns Label and adhere to the outside packaging (be sure to remove any previous address information)
  4. Place the completed form inside your package, seal it and take it to your local Post Office, where you should obtain a Proof of Postage receipt.*

*Please ensure you keep any Proof of Postage safe until we have confirmed receipt of your returned item(s). Once your return has been processed, we will send you a confirmation email.

Please Note: Returns can take up to 10 working days to reach our warehouse. We will process your return within 14 days of receipt of the returned goods and will send you further email notification to confirm this.

 

ONLINE RETURNS FORM

If you have lost your returns form please contact  Customer Care  who will email you a blank Online Returns Form.

Please Note: This form is for online orders only and should not be used for store-bought purchases. 

 

RETURNING ONLINE PURCHASES TO STORE

You are welcome to return your online purchase to our store and we will send your item(s) back to the warehouse on your behalf for a refund or exchange. Simply take your item(s) into store ensuring you take both your original packaging and Online Returns Form with you. If you want to exchange your item for a new size and/or colour in the store, you will be required to make a new store purchase and send back your online order for a Refund.

Our Store Locations and Information can be on our Stores page.

 

RETURNING STORE PURCHASES

Store purchases can only be returned to the store and not to our warehouse. Please return your items to the store or alternatively you may post your return to the store. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt. Please be sure to include your original receipt so that we are able to identify your order and process your return.

Our Store Locations and Information can be on our Stores page.

 

FAULTY RETURNS

 
Please note we can offer an exchange or full refund on faulty returns under 6 months or an exchange or refund to store credit for orders over 6 - 12 months at the Company's discretion.
 
We thoroughly inspect all our products before shipping to ensure the highest possible standards, but if for some reason the product you have received is damaged or has a clear manufacturing fault, please contact us immediately.

Please take extra care when trying on your garments. We recommend wearing a protective scarf to avoid transferring cosmetics onto fabric and removing all deodorant, fragrances and jewellery.
 
If you need to return an item that has developed a fault please contact Customer Care to obtain a pre authorised return code.

Any item(s) returned as faulty will be inspected by our Garment Technician. Any item(s) that are returned damaged as a result of wear and tear will not be considered as faulty and will be returned back to the customer. (Examples of wear and tear are item(s) that are returned soiled, marked or with any stains or perfume odours, material that contains fabric pulls, snags or bobbles or garments washed incorrectly.)

If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be replaced including delivery costs (Stardard UK Delivery only) if the return is considered a manufacturing fault.

Please contact Customer Care if you have experienced a manufacturing fault with one of our products to discuss your options prior to returning the item(s). 

  

RETURNING GIFTED ITEMS

At present we do not offer gift receipts. If an item was received as a gift and the recipient would like to return the item for a refund, the refund will be made to the original order payment method. An email confirmation will be sent to the person who made the original purchase.

If the customer requires an exchange, an exchange can only be made for the same item in a different size/colour as per the Returns Policy. The exchange will be sent to the shipping address on the original order and an email confirmation will be sent to the person who made the original purchase.

We are currently looking into the possibility of offering Gift Receipts for purchases in the near future.

 

RETURNS PROCESSING TIME FRAME

We try to process returns as quickly as possible. Returns can take up to 10 working days to reach our warehouse. We will process your return within 14 days of receipt of the returned goods.

 

LATE RETURNS

Your item(s) should be sent back to us within 28 days of receipt as per the ME+EM Returns Policy. Returns outside these timeframes may be accepted at the discretion of ME+EM and may be returned back to the customer or may only be refunded as Store Credit.

 

ORDER CANCELLATIONS

Consumer Cancellation Rights 2013. This legislation offers you the following cancellation rights when you purchase goods online or by phone.
Under the United Kingdom's Consumer Contracts Regulations 2013 2013, you are entitled to cancel your contract for a full refund no longer than 14 days after the day on which you receive your ME+EM goods.
Your right to return products does not apply to goods made for your specification, that have been clearly personalised or have not been reasonably cared for whilst in your possession.

All order cancellations must be made in writing, using our Cancellation Form by email or post within 28 calendar days starting the day after you receive your order before the order is returned. Please contact Customer Care to request a Cancellation Form.

Email: enquiries@meandem.com
Post: ME+EM – 21 Connaught Street, London, W2 2AY

If your order has already commenced the processing stage, it will be necessary for you to return the goods following our Returns Policy Instructions detailed above however please note that you must cover the cost of the return shipment, as our Free Returns service does not apply to cancelled orders.

The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt.

The reimbursement will be credited without undue delay to the purchaser’s original payment method within 14 days of receipt of the returned goods.

At the point of reimbursing you for your cancelled order, we will also reimburse your standard delivery costs (if applicable). In accordance with the Consumer Contracts Regulations 2013 2013, we will only refund standard delivery charges if the entire order is returned, but if only part of the order is returned we are not obliged to refund any of the delivery charge.