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Customer Care

Order Issues

I've received a faulty item, what should I do? We’re really sorry if you’ve received a faulty item.

Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ as your reason for return. For more information on how to return, click here. If you’re not able to create a return, please get in touch with Customer Care.

Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.

Please note - we’re not able to send replacements for faulty items.

I'm missing an item from my order, what do I do? We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. You can also check if your order has been split into more than one parcel by logging into 'My Account' and checking my orders. The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this. If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

If you have an item missing from your order, please let us know within 30 days of of your order being delivered and we’ll do our best to help you.

I've received an incorrect item in my order, what do I do? We want to make sure you have the best experience when shopping with MREP and this includes dealing with incorrect received items.

If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.