Christmas Returns

Returns and Refunds

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.

There are a few items that can’t be returned, please see our FAQ’s section for more information.

If you want to return an item simply complete your returns slip and enclose it with your returned item clearly marking if you’d like a refund or replacement. Then attach the peel off returns label to the outside of the package. Please make sure you pack your items securely.

You can return items via your postal service.

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.

You will receive your refund within 5 working days of MandM Direct receipt of your parcel or replacement items.

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

How do I return a parcel?

You can use the Post Office to return items to us.

To return your items, 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 ask for and keep your proof of posting.

Returns Department,
MandM Direct,
Moreton Business Park,
Moreton-on-Lugg,
Hereford,
HR4 8DS,
United Kingdom

How long do I have to return an item?

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.

What is the returns address?

Please send your parcel to:

Returns Department,
MandM Direct,
Moreton Business Park,
Moreton-on-Lugg,
Hereford,
HR4 8DS,
United Kingdom

We can only accept items returned by post. We are not able to accept returns from personal callers.

Customer Services

We have included the most frequently asked questions and answers about our returns service. If you can’t find the answer to your query, then please email customerserviceseuro@mandmdirect.com or call us on +44 (0) 1568 61 83 53*

I've lost my returns slip

Don’t worry, just include a note giving your full name and address and whether or not you would like a refund or exchange or print off the form here and pop it in your parcel. Please make sure to tell us which size you need for any exchange items.

What if my item doesn’t fit?

Simply return it to us and we’ll exchange it for a different size. There are a couple of things you need to remember though:

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.
Please note that underwear, earrings, toiletries and swimwear without protective sticker intact can’t be returned.

Which items cannot be returned?

There are some items which due to their nature we are unable to accept back. These are:

Underwear
Earrings
Toiletries
Swimwear without protective sticker intact can’t be returned

This does not affect your statutory rights.

What do I do if I received the wrong item?

If we’ve sent you the wrong item, please return it to us and we will exchange it for the correct one. We will also refund you the cost of any returns postage.

What do I do if I've received a faulty/damaged item?

Any item that you believe to be faulty or damaged should be returned to us straight away. We’ll happily replace or refund your item and cover the cost of any returns postage.

How long do I have to wait for my refund/ replacement?

You will receive your refund within 5 working days of MandM Direct receipt of your parcel or replacement items within 14 days.

Refunds will be paid via your original payment method.

If we no longer have stock of the exchange item you have asked for, we will issue you with a refund.

What happens if my return goes missing?

It is very unlikely, but please make sure you keep your receipt as proof that you returned your items to us. We can’t be held responsible for any items that go missing or are damaged in transit, and you will need your receipt to be able to claim a refund from the carrier.

What do I do if I haven't been refunded enough?

Was the item a “multi-buy” purchase or part of a promotion? 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

Why aren’t returns free?

We try to keep our prices as low as possible for you, so if we were to introduce a free returns service this would mean we would have to increase our prices.

Important information about changes to your advice note in the parcel

In an effort to move to a more paperless solution over the next 12 months we will be moving away from including a paper copy of your advice note (description of what is on your order and any returns information) in your parcel.

What this will mean for you?

Your dispatch note which includes, order and returns information will be emailed to you. We are rolling this change out over the next 12 months so the meantime you might get a paper copy and an email.

If your parcel does not have a paper advice note in it then this means it has only been emailed to you, you will need to check your dispatched email which is the email sent to you when your parcel has left our warehouse.