Shipping, Returns & Refunds Policy
Last updated: [DATE]
We want you to be happy with your MAEHEM purchase. This policy explains our delivery, cancellation, return, exchange and refund procedures.Nothing in this policy affects your statutory rights under UK consumer law.
1. Shipping & Delivery
We currently deliver to UK / UK & INTERNATIONAL. Delivery charges and available delivery options will be shown at checkout before you place your order.Estimated delivery times vary depending on your location and whether your item is Ready-to-Wear, Made to Order or Made to Measure.
Ready-to-Wear: Ready-to-Wear items are normally dispatched within 5 BUSINESS DAYS.
Made-to-Measure / Personalized Orders : Production and delivery times for Made-to-Measure, bespoke or personalized pieces will depend on the individual order.An estimated timeframe will be provided during the ordering process or communicated to you separately.Delivery dates are estimates unless we have expressly agreed a specific delivery date with you.
2. International Orders
For orders delivered outside the United Kingdom, customs duties, import taxes or other local charges may apply. Unless otherwise stated at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
We recommend checking your country’s applicable import requirements before placing an international order.
3. Your Right to Cancel
If you are a UK consumer purchasing eligible goods online, you generally have a legal right to change your mind and cancel your order within 14 days of receiving the goods, subject to certain exceptions.To exercise your right to cancel, please contact us at: fashion@MaeHem.uk . Please provide your name, order number and details of the item(s) you wish to return. After notifying us that you wish to cancel, you must return the eligible goods within the applicable legal return period. This statutory cancellation right is separate from any additional returns period that we voluntarily offer.
4. Our 30-Day Returns Policy
In addition to your statutory rights, we offer a 14-day returns period for eligible items, beginning from the date you receive your order.To qualify for a return under this additional policy, the item must:
- Be unworn and unused
- Be in its original condition
- Have all original tags attached
- Be returned with its original packaging where reasonably possible
- Show no signs of wear, washing, alteration, damage, makeup, perfume or other use
We may ask you to provide your order number or other proof of purchase.Please contact fashion@MaeHem.uk before returning an item so that we can provide the appropriate return instructions.
5. Made-to-Measure, Bespoke & Personalised Items
Products that are made specifically to your measurements or clearly personalised or customised to your individual requirements may not be eligible for cancellation or return simply because you have changed your mind, where an exception applies under UK consumer law.This may include garments:
- Made specifically to measurements supplied by you
- Individually altered at your request
- Personalised with names, wording or other individual features
- Produced to a clearly bespoke specification created specifically for you
Where an item is genuinely personalised or made to your individual specification, we will make this clear before you place your order.This does not affect your legal rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
6. Made-to-Order Items
Some MAEHEM products are produced only after an order is placed.Whether a Made-to-Order product is eligible for cancellation or return will depend on whether it has been made to your individual specifications or personalised for you. Where a Made-to-Order item is subject to different cancellation or return conditions, this will be clearly stated on the relevant product page before purchase. Your statutory rights in relation to faulty, damaged or misdescribed products are not affected.
7. Sale Items
Any restrictions applying to voluntary returns of sale or promotional items will be clearly stated at the time of purchase. Nothing in this policy limits your statutory rights, including your rights where a sale item is faulty, damaged, not as described or otherwise does not conform to the contract.
8. Faulty, Damaged or Incorrect Items
If your item arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact us as soon as possible at: fashion@MaeHem.uk Please include your order number and, where helpful, photographs showing the issue. We will review the matter and arrange an appropriate remedy in accordance with your statutory rights.Where goods are faulty or incorrect and we are legally responsible for the return, we will cover reasonable return costs.
9. Exchanges
If you would like a different size or another eligible item, please contact us at fashion@MaeHem.uk Exchanges are subject to product availability. For Made-to-Measure, personalised or bespoke products, please contact us so that we can discuss the available options.
10. How to Make a Return
Before returning an item, please contact:fashion@MaeHem.uk
Please include:
- Your name
- Order number
- Item(s) being returned
- Reason for return
Returns should be sent to: [RETURNS ADDRESS]
Unless the item is faulty, incorrect or we are otherwise responsible for the return costs under applicable law, you will normally be responsible for the cost of returning the item.We recommend using a tracked postal or courier service and retaining proof of postage until your return has been completed.
11. Refunds
Once we receive and inspect your returned item, we will notify you regarding your refund. Approved refunds will normally be made to the original payment method. Please allow 3-5 BUSINESS DAYS after approval for us to process your refund. Your bank or payment provider may require additional time before the funds appear in your account.
Where you exercise a statutory right to cancel an eligible online order, we will refund amounts required by applicable consumer law, including eligible standard delivery charges. Additional delivery costs resulting from your choice of a more expensive delivery method may not be refundable beyond the cost of our standard delivery option.
12. Late or Missing Refunds
If we have confirmed that your refund has been processed but you have not received it, please first check with your bank or payment provider, as processing times can vary. If you still have not received your refund after the expected processing period, please contact us at: fashion@MaeHem.uk .
13. Contact Us
If you have any questions about delivery, cancellations, returns, exchanges or refunds, please contact:
REVERSE PSYCHOLOGY LONDON LTD
Email: fashion@MaeHem.uk .