Return Policy

At Mars the Label, we understand that sometimes purchases don’t work out as expected. If you need to return your order or item(s), please review our policy and returns process below: 

Returns Process:

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

In Warehouse Returns

You may also return your items in person to the below address-

MARS THE LABEL Unit 2, Building 2, Britannia Works, Folds Road, Bolton, BL1 2SE United Kingdom.

Return fees

All return fees are not prepaid. 

Please note if you are returning a faulty or incorrect item please speak to our customer service team and they will be able to organise a pre-paid label for you. 

We allow you to return multiple orders at once providing you provide the: order number / full name / reason for return, for each. 

Returns Timeframe

UK Customers:
All orders must be returned back to us within 14 days to be eligible for a refund, from the date your order is placed. If your order is received over the 14 day window, without prior consent from our customer service team, your order will be eligible for refusal, and your item/s will be sent back to you)

International Customers:
Orders must be returned back to us within 21 days to be eligible for a refund, from the date your order is placed. If your order is received over the 21 day window, without prior consent from our customer service team, your order will be eligible for refusal, and your item/s will be sent back to you.

Returned item conditions

Please note if you send back any items that are considered: tampered, stained, marked, washed, damaged, discoloured, broken, heavily fragranced, we hold the right to refuse your return. 

All items must be returned back in their original condition and with all tags, ribbons and hygiene stickers intact ready for inspection. Please take care of items when trying them on as they will be inspected to check the items are: unworn, undamaged, free of makeup, pet hairs, deodorant and perfume. Failure to be returned in their original condition will lead to refusal of refund.

It is important that if you receive a damaged item, to contact our Customer Service team as soon as possible to help prevent any delays and resolve this for you quickly. 

For items purchased as part of a set, all components must be returned together in the same parcel for the return to be accepted. Mixed sizes or partial returns will not qualify for a refund. Failure to return all items together may result in the return being refused.

Return Options

Returned items may be eligible for a refund or store credit, providing your return is in line with the rest of our policy.

Returns & Processing time

We aim to process all returns within 14 working days (excluding UK Bank holidays and weekends) dated from receiving your return; providing there are no issues with the return. Refunds will be processed back to your original payment method and you will receive an email once we have received and processed your return. Please allow 3 working days for your refund to show in your bank / original payment method.

Please note, if you have ordered using a gift card and as well as an additional payment method, the funds for the returned item(s) will go back onto the gift card first. 

Exchanges can only be offered by our customer service team if you have received a faulty or incorrect item. We will do our best to replace this as soon as possible; subject to stock availability. In the case the item has now sold out in the customers size, we will offer an exchange at the same cost value or alternatively, offer store credit to the customer. 

Store Credit

Store credit will be issued via gift card by our customer service team and you will have six months to use this from the date it was created. 

For USA, Canada, Australia and Europe:
Customers can select “store credit” on the Swap returns website prior to returning to be eligible for store credit.

For UK and rest of world:
Customers to please contact our customer service team prior to delivering your return if you would like to receive store credit. 

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 logistics 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.