EU Returns Policy
EU Customers
Step 1 – Complete the Return Form
Please complete the return form in your parcel. You must include your order number / name / email address in order for us to locate your order. If this is not included and we are unable to locate your order, it may be deemed as lost and unclaimed and you may not be eligible to receive your refund.
If you have misplaced your return form, you can download it here: DOWNLOAD RETURNS FORM HERE
Download and complete the return form and include it inside your parcel. If you cannot print the form, please include a handwritten note with:
- Order number
- Name
- Email address used to place the order
- Items being returned
Step 2 – Repackage Your Items
- Securely repackage your items using the original parcel, or a new, weatherproof, non-see-through parcel.
- Ensure the return form or note is included inside.
- Purchase a return shipping label through your chosen courier or post office.
- We strongly recommend using a tracked service.
- The courier is responsible for delivering your return. We cannot refund items lost in transit.
MARS THE LABEL
Unit 2, Building 2
Britannia Works
Folds Road
Bolton
BL1 2SE
United Kingdom
Please allow 14 days for your return to be processed once received at our warehouse. You will only receive notification once your refund has been processed.
Refund Information
*Please note if you are returning a faulty or incorrect item please speak to our customer service team first, and they will be able to assist.*
We currently offer refunds and credits notes only. We do not offer exchanges. If you would like a different size or style, please place a new order.
For a store credit, please select this option on our return portal when placing your return. Please note, store credit will be valid for 12 months and we won’t be able to extend this.
We do not allow you to return multiple orders in one parcel, please use the returns portal to register each specific return.
Item Condition Requirements
Please take care when you’re trying on your new items. If any items have been (but not limited to): tampered/removed tags or hygiene stickers, washed, damaged, stained, marked, broken, discoloured, or heavily fragranced, we reserve the right to refuse the return.
For any items that are purchased as a set, in order to accept the return, all parts must be returned within the same return parcel to qualify for a refund. Failure to return these items together may lead to a refusal.
We reserve the right to refuse returns that do not meet these conditions.
Faulty Items
If you believe your item is faulty, please contact our Customer Service team via email - help@marsthelabel.com before returning your item.
If items are returned without prior approval for a fault, the return may be rejected.
Return Fees & Processing
Return shipping fees are non-refundable. Customers are responsible for all return postage costs unless advised otherwise by our returns team.
Once your return has been received, please allow up to 14 days for your return to be inspected by our warehouse team and for the refund to be processed.
We recommend keeping your proof of postage until your refund has been completed.
Rewards points
If you are part of our loyalty programme and you return anything from your order, the points you earned will then be deducted for those qualifying item(s). This is why we have ‘Pending’ points, so that any returns made don’t affect your live (redeemable) points. Pending points usually overturn to points redeemed after 30 days to ensure any return queries are resolved prior.
Points redeemed = any points / money you redeemed on that order will then be lost.
Fraudulent Activity
Our fraud team closely monitors all patterns and activity across all orders. If we suspect any fraudulent activity within your account, we are within our rights to withhold issuing a refund or block your account and any associated accounts, until the matter is resolved otherwise. Investigation into these cases will be passed to our legal team where you will be contacted directly onto next steps.
Fraudulent activity includes but is not exhaustive to: falsifying item(s) missing, false claims relating to orders not being received, falsifying if your item(s) have not been worn, falsifying photos of receiving “damaged goods”, providing incorrect proof of postage that does not align with your return, unusual purchasing patterns; where we suspect someone purchasing for use other than to wear, unusual patterns of returns activity; where we suspect someone is wearing items for longer periods of time and then returning.
If we conclude you have returned items that do not match what you originally ordered, we do reserve the right to take legal action against you. This includes returning items that are different from what you purchased or attempting to return items that do not belong to the company.
Your Responsibility
Returning items are your responsibility until they reach us, so please make sure they're packed up securely in the original packaging or packed in a weatherproof package. If an item comes to us damaged through delivery, we still reserve the right to refuse a return if concluded it is due to the lack of care through packaging. Please keep your proof of postage in case you need to contact us about your return or else we may not be able to proceed with your return further.
We are not responsible for any items that are returned to us by mistake. If we're able to locate them and you'd like these returned to you, please email our customer service team and you will be asked to cover the delivery fee, in-order for us to send these back out to you.
EU Consumer Withdrawal Rights
Customers residing in the European Union may have a legal right to withdraw from their purchase within 14 days of receiving your parcel, subject to the terms below.
Withdrawal Period (EU)
For eligible item(s), you may withdraw from your purchase within 14 working days from the day you, or a third party indicated by you received the goods. To exercise your right of withdrawal, you must notify us within the 14-day withdrawal period by contacting our customer service team: euwithdrawal@marsthelabel.com.
Returning Goods (EU)
If you exercise your right of withdrawal, you must return your order within 14 days of notifying us of your decision to withdraw. You are responsible for the direct cost of returning the goods unless otherwise required by applicable law.
All clothing must be returned in their original condition. We may make a deduction from your refund if your items have been damaged as a result of handling your return.
Please take care when you’re trying on your new items. If any items have been (including but not limited to): tampered/removed tags or hygiene stickers, washed, damaged, stained, marked, broken, discoloured, or heavily fragranced, we reserve the right to refuse the return.
For any items that are purchased as a set, in order to accept the return, all parts must be returned within the same return parcel to qualify for a refund. Failure to return these items together may lead to a refusal.
We reserve the right to refuse returns that do not meet these conditions.
Refunds (EU)
We will reimburse all payments received for the eligible items, including the cost of standard delivery (where applicable), without undue delay and no later than 14 days after receiving your withdrawal notice.
We may withhold reimbursement until we have received the return or until you have supplied evidence of having sent back the item(s), whichever occurs first.
Personalised and Custom-Made Products (EU)
The statutory right of withdrawal does not apply to items made to the consumer's specifications or clearly personalised.
Accordingly, item(s) that are custom-made, personalised, printed, engraved, modified, or otherwise produced according to your individual requirements cannot be cancelled, returned, or refunded solely because the customer has changed their mind.
This does not affect your rights in relation to faulty, damaged, defective, or incorrectly supplied products.
Faulty or Incorrect Items (EU)
If you receive a faulty, damaged, defective, or incorrect item, please contact us promptly with details and supporting photographs where applicable. Your statutory consumer rights remain unaffected.
If you have any queries, please contact our customer service team on euwithdrawal@marsthelabel.com or use our contact form here