MandM Direct FAQs

Welcome to the MandM Direct frequently asked questions section. If you can’t find the answer you’re looking for contact us now, we’re happy to help!

 Extended Christmas Returns. Buy now, return after Christmas
 Extended Christmas Returns. Buy now, return after Christmas

For orders made on or after the 1st of October 2018 we’re offering an extended Christmas returns policy. You’ll have until the 20th of January 2019 to return your goods.

For orders made outside of this time or where our standard returns policy is longer, you’ll have 28 days to return any unwanted items to us.

You can return your item(s) via your local Post Office. To do this, all you need to do is:

  • Complete the returns slip included with your order and place in your parcel
  • Peel off the printed returns address label at the bottom of your advice note and securely attach it to your parcel.
  • Take your parcel to your nearest Post Office and ask for the standard parcel delivery service. We would advise you take out additional insurance if the contents of your parcel exceed €20 to ensure you are fully compensated if your parcel goes missing.

Please make sure you ask for and retain your receipt as proof of your return, MandM Direct can’t be held responsible for any items that may be damaged or go missing in transit.

Please note, returns postage will only be refunded if the goods are faulty or were sent incorrectly.

Returns Address

Returns Department,

MandM Direct,

Moreton Business Park,

Moreton-on-Lugg,

Hereford,

HR4 8DS

United Kingdom

For orders made on or after the 1st of October 2018 we’re offering an extended Christmas returns policy. You’ll have until the 20th of January 2019 to return your goods.

For orders made outside of this time or where our standard returns policy is longer, you’ll have 28 days to return any unwanted items to us.

Please note we are unable to refund underwear, pierced jewellery or men’s/boys and women’s/girls swimwear.

Just return it to us and we’ll exchange it for a different size (we’ll even pay the postage back out to you). We know that you’ll need to try the item on but please be careful not to leave any marks (e.g. make-up, deodorant) as we may not be able to accept it back if we believe it has been worn. Underwear, pierced earrings, and mens/boys or womens/girls swimwear are all non-returnable.

We’re sorry that you’ve received a faulty item – if you return the faulty item back to us for inspection and the issue is a production fault for example, we’ll send you out a replacement. Plus, we’ll cover the cost of any returns postage. You‘ll need to let us know within 48 hours of receipt of your parcel if there is a fault so we can resolve the problem for you quickly.

Don’t worry – just pop a note in with your returning items confirming your full name, address and let us know if you’d like a refund or exchange.

We aim to process all our returns within 3 – 5 working days of receipt but please bear in mind that it may take up to 7 working days for it to get to us. You’ll then need to allow an additional 7 working days for your refund / exchange – we’ll send you an email to let you know we have processed your return request once it’s been done.

If you request a refund we’ll automatically refund your original payment method. As our prices are so low our products can sell out quickly! If we no longer have the exchange item that you’re requesting, a refund will simply be issued. If this is the case we’ll send you an email to let you know.

We keep our prices as low as possible so you can buy the biggest brands for the entire family – so if we were to introduce a free returns service, this would increase our prices.

For hygiene reasons unfortunately we can’t accept the following items back for a refund/exchange:

  • Underwear
  • Mens and boys swimwear
  • Womens and girls swimwear (if the protective sticker has been removed)
  • Pierced earrings
  • Toiletries and fragrances (if the protective wrapper has been removed)

It’s very unlikely that this would happen, but please keep your receipt as proof that you have returned your items to us. As we cannot be held responsible for any items that go missing you’ll need your receipt to be able to claim for your missing parcel from the courier.

Was the item a “multi-buy” purchase? If so you will only be refunded the proportionate value - see the example below:

'2 for £10 offer' Example

Saving:
Item 1 normal price = €5.99
Item 2 normal price = €7.99
Normal total item price: €13.98 (ex. del)
You pay £10 in our '2 for €10' offer (ex. del)
Saving of €3.98
If you need to return either or both items:
Item 1 will be refunded at €4.28
Item 2 will be refunded at €5.72
Total maximum refund = €10

After you receive a notification from us that your return has been received, please allow 48 hours for the return to be processed. Once your refund or exchange has been actioned, you’ll receive another email to let you know either your money or your replacement is on its way to you.

Extended Christmas Returns. Buy now, return after Christmas Extended Christmas Returns. Buy now, return after Christmas