Returns
RETURNS:
Maise Gray will refund all unopened items returned to us within 28 days of receipt provided they are in their orginal re-saleable condition (with original tags attached)
Handmade items that have expiry dates and must be returned within 7 days of receipt.
***Sale items must be returned within 7 days of receipt***
Please follow the following steps:
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To return any items please let us know by email: hello@maisiegray.com
We will issue a refund within 14 days, less delivery fees incurred.
Your statutory rights are not affected.
- Send the items to Maisie Gray in the original (or similar) packaging in which you received them. The item(s) are your responsibility until the parcel arrives with us.
We strongly recommend that you return your package by Royal Mail Recorded Delivery or similar insured and tracked delivery service.
Maisie Gray is not liable for lost returned parcels or the cost of returning any items.
- Address for returns is:
Maisie Gray Returns,
3 Springfield Court, Linlithgow, EH49 7TH.
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Inspection and Refund:
All items returns will be checked upon receipt. For hygiene reasons we cannot offer refunds or replacements on any opened or used goods unless they are faulty.
WITHOUT EXCEPTION: WE WILL NOT REFUND ANY OPENED OR USED ITEMS.
We will process your return as quickly as possible and contact you by email once this has happened. Refunds will be made by original payment method, within 14 days after we receive the items.
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Non-returnable items:
For hygiene reasons, certain items such as unsealed mascaras, eyeliners, lip glosses/lipsticks, deodorants etc are non-returnable unless they remain sealed or are faulty. All non-returnable items are noted on their product description.
- Delivery charges are not refunded unless item is faulty. If your order included a free gift and your order no longer qualifies this must be returned or its value will be deducted from your refund.
- Maisie Gray monitors customer cancellations and returns. If a customer is found to be repeatedly ordering and returning goods we may charge administration fees, payment processing fees and refuse returns.
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Damaged or wrong items:
We recommend that you inspect your order upon delivery. If any items are damaged or missing or wrong item please contact our customer services team as soon as possible via our Contact Us form or email hello@maisiegray.com
Damages, defects, missing items or errors not reported within 7 days of delivery will not be accepted for return.
We will arrange for a replacement to be delivered to you free of charge. You will be asked to return the damaged or wrong items in the original packaging at no cost to yourself.
Your statutory rights are not affected.
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Cancellations:
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for a full refund within 7 working days from the date of receipt of the goods if you send your notice of cancellation in writing and return the goods to Maisie Gray in their original, unopened and unused condition. This does not apply to Special Offers or items that are listed as non-returnable for reasons of hygiene. Please note that credit card charges are not refunded.
To cancel your order, please, inform us by letter to: Notice of Cancellation, Customer Care, Maisie Gray,3 Springfield Court, Linlithgow, EH49 7TH or contact our customer service team via our Contact Us form, quoting your full name and order number.
You can cancel your order online at any point up to the completion of the secure payment section at the checkout. Beyond this point, we can NOT guarantee we will be able to stop your order being dispatched even if you email immediately after placing your order. If your order has already been processed when we receive your Notice of Cancellation, you will need to return your order following our Maisie Gray Returns process. Your statutory rights are not affected.