Return Policy

PLEASE NOTE THAT RETURNS ARE NOT FREE – RETURN SHIPPING COSTS APPLY.

RETURNS

Can I return my order?

Yes, we offer a 14-day return policy from the date of delivery. If you are not satisfied with your purchase, you may return it, provided it meets the following conditions:

  • The item must be unused, undamaged, and in its original packaging, including all components and accessories.
  • Normal handling of the product is acceptable, but damage due to careless handling is excluded.
  • Hygiene-sensitive products must be thoroughly cleaned before being returned.
  • If the item was faulty upon arrival, this must be reported immediately via email.

Important Notes:

  • We reserve the right to refuse returns if the item shows signs of use, damage, or alterations not present at the time of delivery.
  • The customer is responsible for return shipping costs, except where the return is due to a faulty or incorrect product.
  • Returns are processed within 7 working days of receiving the item. Once approved, you will receive a confirmation.

HOW TO RETURN YOUR ORDER

If your order meets the return conditions, follow these steps:

  1. Email us at: info@marblemuse.co.uk

  2. Include the following details:

    • Order number
    • Reason for return
    • Photo of the product (if damaged or incorrect)
    • Your full name and address

  3. Once your request is reviewed, we will provide you with the correct return address.

Important:

  • Never send the return to the sender address; we will provide you with the correct return location after you have contacted us.
  • You, the customer, are responsible for the shipping costs of returning the product.

ORDER CANCELLATION POLICY

Can I cancel my order?

Yes, you may cancel your order within 24 hours of placing it, provided it has not yet been dispatched.

  • If your order has not been shipped, we will process the cancellation and issue a full refund.
  • If your order has already been shipped, cancellation is no longer possible. You will need to wait until delivery and then request a return under our 14-day return policy.

To request a cancellation, please email us at info@marblemuse.co.uk as soon as possible with:

  • Order number
  • Cancellation request

Important:

  • Never send the return to the sender address; we will provide you with the correct return location after you have contacted us.
  • You, the customer, are responsible for the shipping costs of returning the product.

CANCELLATION CONDITIONS

Right to Cancel

Under UK consumer law, you have the right to cancel your order within 14 days from the day you, or a third party nominated by you (excluding the carrier), receive the goods.

As we work with a fully automated system, orders are processed immediately after being placed. Once dispatched, we are unable to cancel the order, and you must wait to receive it before initiating a return.

To exercise your right to cancel, you must inform Marble Muse via a clear written declaration (e.g., by email) of your decision to withdraw from the contract.

The cancellation will only be considered complete once we have received the returned goods.

The cost of returning the goods shall be borne by the customer.

SHIPMENTS IN TRANSIT

As some of our goods may be shipped from warehouses in Asia, there may be longer transit times, which we have no control over.

  • If your order is already in transit, cancellation is not possible.
  • Please wait until you have received the goods and then request a return if eligible.
  • You may notify us in advance of your cancellation request for reference.

To ensure the fastest possible processing, we ask that you provide a shipping confirmation when returning the goods.

CONSEQUENCES OF CANCELLATION

If you cancel this contract, we will refund all payments we have received from you, excluding delivery costs (unless the return is due to a faulty or incorrect item).

  • The refund will be processed without undue delay, and no later than 14 days from the date we receive both your withdrawal request and the returned goods.
  • Refunds will be issued via the original payment method, unless otherwise agreed.
  • No additional charges will apply for this refund.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.

For any further questions regarding returns or cancellations, please contact us at info@marblemuse.co.uk.