FAQ'S

Warehouse Sale - Green Badge

Any items marked with the green Warehouse Sale badge and stated within the product description are non returnable. Due to the heavily reduced pricing, these items are not eligible for a refund or exchange.

Please ensure you check the size guide carefully before purchasing to confirm the correct fit.
UK Delivery Options

United Kingdom
- Express FEDEX - Order before 2PM - Mon to Thur - £6.99
- Free Shipping 48hr Royal Mail - (Over £95.00) - Order before 2PM – Free
- Express 24hr Royal Mail - Order before 2PM - Mon to Thur - £5.99
- Standard 48hr Royal Mail - Order before 2PM - Mon to Thur - £3.99

*All items are dispatched using the selected delivery service. MARAI is not liable for any localised delays that may occur within a couriers network, MARAI is not liable for delays to upgraded deliveries caused by address issues or failed delivery attempts.
What is your returns policy?

We accept returns within 30 days of you receiving your items. You can return your product for store credit, a different item, or a refund to the original payment method. Any items purchased in one of our retail stores are only eligible for an exchange or store credit.

Please read our full terms and conditions below*
How to return my items?

1. Download the returns form PDF below & print it out.

2. Fill out the form with your order number, contact details, and the items you'd like to return or exchange. All products must be returned unworn, in original packaging, and with tags attached.

We recommend resealing your parcel in the original shipping bag or using a new, secure mailer. Returns sent in unsuitable packaging such as cereal boxes, shopping bags, bin bags, or paper bags are more likely to be damaged in transit and may not be eligible for a refund.

3. Send your package to the following address:
FAO The MARAI Group, Stopgate Lane, L9 6AN.

Customers are responsible for shipping fees, so it is strongly recommended to use a tracked service for added security.

4. If you’ve requested a refund, please allow up to 10 working days from the date we receive your return for it to be processed. Timelines may vary slightly depending on volume and time of year, though we aim to complete all refunds as quickly as possible. Once the refund is issued, please allow an additional 3–4 working days for your bank or payment provider to complete the transaction.

For exchanges, we’ll dispatch your replacement item free of charge once your return has been received and processed.

*Terms and Conditions Apply.

 Returns Form
How to cancel or change my order?

Depending on the stage of your order, we may be able to cancel an item or change the size. Unfortunately, we’re unable to add new items to an existing order.

If you need to make any amendments, please contact our Support Team as soon as possible and we’ll do our best to help.

Once your order has been picked, packed and handed to the courier, changes such as address updates can no longer be made.

In these cases, we recommend contacting the courier directly, as they are best placed to advise based on the parcel’s location within their network.

Please note, we cannot accept responsibility for address errors and any post order amendments are made at the customer’s discretion.
Bundle Deal - Terms & Conditions

Get (X PRODUCT) & (X PRODUCT) together and save (X Amount) & when you buy as a bundle.

Please note: When we offer a bundle its only valid on the bundle only. If you return one item, the piece you keep will revert to full price, and you’ll be refunded the difference accordingly.
Refund Processing Time

If you’ve requested a refund, please allow up to 10 working days from the date we receive your return for it to be processed. Timelines may vary slightly depending on volume and time of year, though we aim to complete all refunds as quickly as possible.

For refunds to a credit/debit card, the amount will be automatically applied to your original payment method within 4-5 working days, depending on bank processing and holidays.

For exchanges, we’ll dispatch your replacement item free of charge once your return has been received and processed.

If the item is unavailable, we’ll contact you to offer an alternative or a refund.
What if my shipments are lost, stolen or delayed?

If your item hasn’t arrived, please contact the courier directly. Once your parcel leaves our warehouse, they are best placed to make changes or provide updates based on your tracking.

If your parcel is confirmed lost by the courier, contact us via email and we’ll open a claim. These typically take up to 10 days to resolve, but we’ll aim to handle it as quickly as possible.

If you believe your parcel was stolen, please email us and complete our &Stolen Goods Form. We’ll submit a claim, which may also take up to 10 days to process.
Faulty Items

On the rare occasion this does happen, simply contact us and we’ll look into this for you.

When you get in touch with us, please provide your order number and photographs of your item.

Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights
Shipping Returns Contact Us