Exchanges and Returns
We no longer offer a free returns service at MARAI all returns are at the responsibility of the customer. If you’re looking to return or exchange your order for whatever reason, we're here to help!
We accept returns within 30 days of you receiving your item[s]. 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.
They must be in original condition. For clothing, unwashed and unworn items must be in the original packaging with the original swing tags.
Free gifts or promotional items are not returnable!
All returned items are subject to inspection by our in-house returns department.
Returning your purchase
To initiate a return, please download our returns form pdf here and complete all relevant fields, ensuring that all required details are filled out accurately. Once printed and completed, kindly include the form in the of return your order to the following address: FAO The MARAI Group, Stopgate Lane, L9 6AN.
Please note that all shipping fees associated with the return will be the responsibility of the customer, and we strongly recommend using a tracked service for added convenience. It's important to understand that MARAI will not cover the costs of return shipment or the original shipping fees, unless the item can be proven to have been shipped in a faulty condition.
In the event that you would like to request an exchange, rest assured that we will promptly dispatch your replacement items within 48 hours upon receiving your return.
Repeated returns
We offer a flexible returns policy to make your online shopping experience as easy as possible. We do however, monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your MARAI account or future orders being refused.
Receiving a refund
Once your return is received and inspected, your return will then be processed based on your request, if approved by our team.
If you requested a credit/debit card return, this will automatically be applied to the original method of payment, within 10 working days.
If you requested an exchange, your exchange will be sent out within 48 hours of us receiving your order.
Our Policy
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the MARAI product tags attached to them. This also includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way.
For example, we may refuse a return in the following circumstances:
- the product(s) have been used, worn, damaged or washed;
- the MARAI tags are not attached to the product(s) or have not been returned. Please note that the MARAI product tags constitute an integral part of each product; and/or
- you have not returned any packaging which is considered an integral part of a product (such as a dust bag).
- When returning a pair of shoes bought from our site please return all items, including the dust bag and box. When you try them on, stand on a carpeted surface to protect the soles.
You will be informed if we propose to refuse your refund for any reason. In this instance, you may choose to have the products sent back to you at your own expense.
We have made every effort to display the colours of our products that appear on MARAI as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your screen will display a colour completely accurately.
