Returns and Refunds

How long do I have to return an item?

We have a 28 day 'No Quibble' returns policy.

What if the item doesn't fit?

Just return it to us and we will exchange it for a different size (we will even pay the postage back out to you). We know that you will need to try the item on but please be careful not to leave any marks (e.g. make-up, deodorant) as we may not be able to accept it back if we believe it has been worn. Underwear, pierced earrings and men's/boys swimwear are all non-returnable.

What if the item is faulty?

Any faulty item should be returned to us, we will happily send you a replacement and cover the cost of any returns postage.

How do I return an item?

You can return your item(s) using a Collect+ store or via the Post Office.

Returns Using Collect+

The simplest and most convenient way is to use a pre-paid Collect+ returns label for just £1.49, which you add to your order in the checkout.

If you have purchased a Collect+ returns label when placing your order. Simply complete your returns slip, attach the returns label to your packaging, drop your parcel off at your nearest Collect+ store and then sit back and wait for your refund/exchange.

If you did not buy a Collect+ returns - don’t worry, you can still take advantage of this service by going to www.collectplus.co.uk/MandM and purchasing a label for £2.99.

Returns via the Post Office

You can still use the Post Office to return items to us, but remember the pre-paid Collect+ label will not be accepted.

Take your parcel to the Post Office and request the standard parcel delivery service (remember to take out additional insurance if the contents of your items exceed £46). We do not offer a free returns service

I’ve lost my returns slip

Don’t worry – just pop a note in with your returns confirming your full name and address and let us know if you want a refund or exchange.

I didn’t buy a pre-paid label

Don’t worry, you can still take advantage of this service by going to www.collectplus.co.uk/MandM and purchasing a label for £2.99.

I haven’t got a Collect+ store nearby

You can still use the Post Office to return items to us, but remember the Collect+ label will not be accepted here so please check before you buy.

Take your parcel to the Post Office and request the standard parcel delivery service (remember to take out additional insurance if the contents of your items exceed £46).

How long will it take for my refund / exchange?

We aim to process all returns within 24 hours of receipt, but please bear in mind that it can take up to 7 working days for it to get to us. You should then allow an additional 7 working days for your refund / exchange – we will contact you to let you know we have processed your return request. If you request a refund then we will automatically refund your original payment method. If we no longer have the exchange item you are requesting, a refund will be issued.

Why don’t you have a free returns service?

We try to keep our prices as low as possible for you, so if we were to introduce a free returns service this would mean we would have to increase our prices – that’s why we have introduced the pre-paid returns label.

Even better our VIP Premier Membership includes a free returns label on every order.    

Are there any items I can’t return?

For hygiene reasons we can’t accept the following items back for refund/exchange:

• Underwear
• Men’s and boys swimwear
• Pierced earrings
• Toiletries & Fragrances ( if the protective wrapper has been removed)
• Women’s and girls swimwear ( if the protective sticker has been removed)

What happens if my returns go missing?

It is very unlikely, but please keep your receipt as proof that you returned your items to us. As we cannot be held responsible for any items that go missing you will need your receipt to be able to claim for your missing parcel.

What is the Returns Address?

MandMDirect
PO Box 319
Hereford
Herefordshire
HR1 9JW
United Kingdom

I haven’t been refunded enough?

Was the item a “multi-buy” purchase or part of a promotion? If so you will only be refunded the proportionate value - see the example below:

'2 for £10 offer' Example

Saving:
	Item 1 normal price = £5.99
	Item 2 normal price = £7.99
	Normal total item price: £13.98 (ex. del)
	You pay £10 in our '2 for £10' offer (ex. del)
	Saving of £3.98

If you need to return either or both items:
Item 1 will be refunded at £4.28
Item 2 will be refunded at £5.72
Total maximum refund = £10

Distance Selling Directive

You can cancel the contract for your order within 7 working days starting from the day after you receive your order and we will issue you with a full refund within 30 calendar days of the day on which you gave us notice of cancellation. A working day means any day other than a Saturday, Sunday or public holiday.

If you wish to exercise your right to cancel after your order has already been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 7 working days after the day on which you receive your order. Please contact either by writing an email to customerservices@mandmdirect.com or writing a letter to:

Contact Center Supervisors
MandMDirect
Clinton Road
Leominster
HR6 0SP

You must quote your order number in such correspondence.

If the order has been dispatched to you prior to cancellation, you have a legal obligation to keep the products in your possession and to take reasonable care of these products while they are in your possession

As a consumer, you will always have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by the above returns policy. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

Instructions on how to return your order, can be found in our returns procedure. You will need to pay the cost of returning your order. If we do not receive the cancelled order back, we may arrange to have the items collected at your cost.