Refund policy

At Margot & Grace, we offer a 30-day return window, which means you have 30 days after receiving your item in total to complete a return.

You must request a return within 14 days of receiving your item. Once your return request has been approved, you have up to 16 additional days to send your item back.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@margotandgrace.co.uk.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at service@margotandgrace.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (food, flowers, plants), custom products (special orders or personalised items), and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.

Unfortunately, we cannot accept returns on sale items, gift cards, lingerie, or underwear.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a new order for the desired item.

United Kingdom – Cooling-Off Period

If your order is delivered within the United Kingdom, you are entitled to a 14-day cooling-off period under the Consumer Contracts Regulations. This means you have the right to cancel your order within 14 days of receiving it, for any reason and without explanation.

Refunds

We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at service@margotandgrace.co.uk.

Returns

PLEASE NOTE: WE DO NOT OFFER FREE RETURNS – RETURN SHIPPING COSTS APPLY.

Return shipping costs are the responsibility of the customer.

Approved returns are processed through our central returns facility. Return shipping costs vary depending on the courier, parcel size, weight, and destination. As a general indication, international return shipping costs typically range between approximately £15 and £30 GBP, although actual costs may vary. Customers are responsible for arranging and covering the cost of return shipping.

Can I return my order?

Yes, you may return your order provided the following conditions are met:

• The return request is submitted within 14 days of delivery
• The item is complete, unused, and in its original packaging
• Normal handling is evident; damage caused by negligent use is excluded
• Hygiene-sensitive products must be returned unused and clean

We reserve the right to refuse returns if items show signs of use or damage not caused by us.

How can I return my order?

To initiate a return, please email service@margotandgrace.co.uk with the following information:

• Order number
• Reason for return
• Photo of the product (if damaged or incorrect)
• Full name
• Customer address

We will then provide you with the correct return address and further instructions. Do not return items to the sender address.

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day you, or a third party appointed by you, receives the final item.

To exercise your right of withdrawal, you must notify Margot & Grace via email at service@margotandgrace.co.uk.

Goods in Transit

As our products are shipped from our central warehouse, transit times may vary and are beyond our control. If goods are already in transit, cancellation is not possible. Please wait for delivery and then return the item if desired.

Please send us proof of return shipping to ensure timely processing.

Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, excluding delivery costs, within 14 days of receiving both your withdrawal notice and the returned goods. Refunds are issued using the original payment method unless otherwise agreed.

ALL APPROVED RETURNS MUST BE SENT TO OUR CENTRAL RETURNS FACILITY IN CHINA AT THE CUSTOMER'S EXPENSE. INTERNATIONAL RETURN SHIPPING COSTS TYPICALLY RANGE BETWEEN APPROXIMATELY £15 AND £30 GBP, DEPENDING ON THE COURIER, DESTINATION, AND PARCEL SIZE.