Click here to download the returns form PDF & print it out.

Complete the form with the details of the products you'd like to return or exchange, including your order number and contact information. Please ensure all items are returned unworn, in their original packaging, with tags still attached.

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.

If you've requested a refund, it will be processed within 1-2 days after we receive your returned items. For exchanges, MARAI will dispatch your replacement within 48 hours of receiving your return, free of charge.

*Terms and Conditions Apply.

We’ve got you covered with extended returns this holiday season! Orders placed between 28th November and 8th December can be returned until 8th January. For orders made after 8th December, our standard 30-day online returns policy will apply. Shop with confidence!

Please be aware that returning any individual item from a bundle will void the discount applied. If you return part of a bundle, you will be refunded based on the original price of the item you kept. For example, if two items are priced at £55 each and the bundle deal is 2 for £90, you will receive a £35 refund for the item you return.

All Sales Are Final, No Returns. Since these pieces are heavily discounted, returns and exchanges won’t be available, so please double-check sizing and descriptions to find the perfect fit.

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 see our full Terms and Conditions Below

Depending on the status of your order, it may be possible to cancel an item or request a different size for an item you have already purchased. Please note, we’re unable to add an item to an existing order.

If you need to make any amendments to your order, please contact our Support Team as soon as possible and we will be happy to offer assistance.

Any order made online can be brought to one of our stores to be returned or exchanged. However, any orders made in store are only eligible for an exchange or store credit.

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.

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.

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.

Once we receive and inspect your return, it will be processed according to your request. If approved, we’ll issue a refund or exchange within 1-2 working days. During peak times, please allow extra time for processing.

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.

If you requested an exchange, we’ll ship your replacement within 48 hours of receiving your return. If the item is unavailable, we’ll contact you to offer an alternative or a refund.