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Customer Care

Returns & Refunds

Returns are FREE and trackable. You will not be charged for returning within the UK. You have 28 days from the item being delivered to you or available for collection to return it for a refund*. It can take up to 10 days for your order to reach the warehouse and be processed. Refunds can take up to 10 working days to show on your account.

Create a Return

  1. Go to the Returns & Refunds section of the website and click Create Return.

  2. Select the items you’re returning and the reason you’re returning them to us.

You’ll still have the option to choose which carrier you’d like to return your order with, but we’ll let you know which one is closest to the address you’ve given us.

Decide which carrier you're returning with and Place Return. Please remember that all the items you've selected need to be posted back in one parcel.

Take your parcel to your chosen drop off point and they’ll take care of the rest!

You can also send us any opened or used MREP packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 65%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.

Depending on your carrier, please make sure your parcel doesn't exceed the sizes listed below - otherwise the carrier may not be able to accept it.

Royal Mail: 20kg, 61x46x46cm

Having trouble returning your order?

Don't forget...

*All returns are subject to our original condition and fair use policies set out in our Returns Policy.

Keep hold of your proof of postage - we may need to see it at a later date.

We recommend removing or covering your shipping label before attaching your returns label to the parcel.

All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

Check out our Returns Policy for more information.

Can I return an item for an exchange instead of a refund?

We’re do not offer free exchanges to customers. All returned items will be refunded once they've been inspected by our warehouse team. If you need a different size or colour of an item, then you'll need to place a new order.

Returns are FREE and trackable.

You have 28 days from the date you receive your order to return it for a refund. It can take up to 10 days for your order to reach the warehouse and be processed. Refunds can take up to 10 working days to show on your account.

How do I return?

  1. Go to the Returns & Refunds section of the website and click Create Return.

  2. Select the items you’re returning and the reason you’re returning them to us.

You’ll still have the option to choose which carrier you’d like to return your order with, but we’ll let you know which one is closest to the address you’ve given us.

Decide which carrier you're returning with and Place Return. Please remember that all the items you've selected need to be posted back in one parcel.

Take your parcel to your chosen drop off point and they’ll take care of the rest!

You can also send us any opened or used MREP packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 65%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.

Depending on your carrier, please make sure your parcel doesn't exceed the sizes listed below - otherwise the carrier may not be able to accept it.

Royal Mail: 20kg, 61x46x46cm

After you've returned

It can take up to 10 days for your order to reach the warehouse. We'll send you an email once your return has been processed. All refunds are subject to our original condition and fair use policies set out in our Returns Policy.

Have you received my returned items? How long does a return take?

If you're returning from the UK, it can usually take up to 10 days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies. Check out our Returns Policy to find out more.

You will receive an email from us as soon as we've completed your return. How long will my refund take?

Any refund will be automatically issued to the payment method you used to place your original order. This usually takes around 10 working days depending on your payment provider.

If your returns haven't reached us after the returns timeframe, please get in touch via email or social media with your proof of postage so we can help you further.

Want to find out more about our returns policy? Read below for more information.

Returning an unwanted item?

We get you, girl, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

Face + Body products if opened, used or protective seal is not intact Underwear if the hygiene seal is not intact or any labels have been broken Swimwear if the hygiene seal is not intact or any labels have been broken Pierced jewellery if the seal has been tampered with or is broken.

None of this affects your statutory rights.

Of course you are able to try the items on but please do not wear the items. If an item is returned to us damaged, worn or in an unsuitable condition, we will not be able to give you a refund and we may have to send it back to you (this could mean covering the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their MREP purchases and then returning them, or ordering and returning a lot then we will deactivate your account. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

Has something gone wrong with your first return?

Returns are FREE and trackable. You will not be charged for returning within the UK. You have 28 days from the item being delivered to you or available for collection to return it for a refund*. It can take up to 10 days for your order to reach the warehouse and be processed. Refunds can take up to 10 working days to show on your account.

Create a Return

  1. Go to the Returns & Refunds section of the website and click Create Return.

  2. Select the items you’re returning and the reason you’re returning them to us.

You’ll still have the option to choose which carrier you’d like to return your order with, but we’ll let you know which one is closest to the address you’ve given us.

Decide which carrier you're returning with and Place Return. Please remember that all the items you've selected need to be posted back in one parcel.

Take your parcel to your chosen drop off point and they’ll take care of the rest!

You can also send us any opened or used MREP packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 65%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.

Depending on your carrier, please make sure your parcel doesn't exceed the sizes listed below - otherwise the carrier may not be able to accept it.

Royal Mail: 20kg, 61x46x46cm

Having trouble returning your order?

Don't forget...

*All returns are subject to our original condition and fair use policies set out in our Returns Policy.

Keep hold of your proof of postage - we may need to see it at a later date.

We recommend removing or covering your shipping label before attaching your returns label to the parcel.

All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

Check out our Returns Policy for more information.

Returns are FREE and trackable. You have 28 days from the date you receive your order to return it for a refund*. It can take up to 10 days for your order to reach the warehouse and be processed Refunds can take up to 10 working days to show on your account.

Returning with Klarna

Click here to view your returns options.

You have 30 days to pay your Klarna invoice.

Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep.

We'll send you an email as soon as we've completed your return. *All returns are subject to our original condition and fair use policies.

If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges.

If you have any questions about extending your invoice, please contact Klarna Customer Service. MREP are not able to extend your invoice.

You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.

Waiting for your refund?

If you haven't paid your invoice, you'll receive an updated version from Klarna within 24 hours of your returns being processed.

Already paid for your order in full? You'll receive a refund from Klarna for the items you returned.

What happens if I forgot to include my returns slip?

When you created your returns label, you were asked to select the items you’re returning and the reason you’re returning them. Our returns team use this information to process your return once it reaches the warehouse. All returns are subject to our original condition and fair use policies set out in our Returns Policy.

The warehouse will only be able to process a refund for the items you said you were sending back to us.

Check out our Returns Policy for more information.

Please check the product description to see whether a beauty item is returnable or not. If your beauty item is returnable then we can only accept them back to us if they have been unused and are still sealed for hygiene purposes.

All goods will be inspected on return. We try hard to accept all returns, in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Check out our Returns Policy for more information.

We're really sorry if we've made a mistake with your refund!

If this is the case please get in touch with our Customer Care team and we will try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

Before you contact us, there are a couple of things that may affect the amount you have been refunded:

The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty. Any discounts that were applied at the time of sale, which may not now be applicable e.g Spend & Save codes. Check out our Ts&Cs for more info.

Can I return more than one order in the same parcel? Yes! You can combine your returns and send back items from different orders in the same parcel.

How do I combine my returns?

Simply add both of your printed return labels into the parcel. When your return arrives at our warehouse, all the items will be processed and we'll drop you an email to let you know.

How does combining my returns save carbon emissions?

By combining your returns, you’ll save on the space that multiple parcels would have occupied in a vehicle. This helps us process returns more efficiently by reducing the number of vehicles that need to transport goods back to us, saving emissions associated with those vehicles.

Is there a limit on how many orders I can send back in the same parcel?

Depending on your carrier, please make sure your parcel doesn't exceed the sizes listed below - otherwise the carrier may not be able to accept it:

Royal Mail: 20kg, 61x46x46cm

Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations. You can read more in our Ts&Cs here.