Return policy
At MY MARKETPLACE LTD, we want you to be completely satisfied with your purchase. Our Return Policy is designed to be fair, transparent, and easy to follow, ensuring a seamless experience if you need to return or exchange an item.
1. Eligibility for Returns
We accept returns for all women’s fashion items within 14 calendar days of delivery. To be eligible for a return, the item must meet the following conditions:
Unused, unworn, and in its original condition (no signs of wear, makeup, or damage).
All original tags, labels, and packaging must be intact and attached.
Items must be returned in the same condition as they were received (e.g., dresses must have original hygiene stickers intact, outerwear must have all original accessories).
Final sale items (clearly marked on the product page) are not eligible for returns or exchanges.
2. How to Request a Return
To initiate a return, please follow these simple steps:
Contact our customer service team via email atkrxh8229@outlook.com or phone at 01568 780246 (Monday to Friday, 9:00 AM – 6:00 PM GMT) within 14 days of delivery.
Provide your order number, the item(s) you wish to return, and the reason for the return (optional but helpful for us to improve our products).
Our team will respond within 24 business hours with a prepaid return label (for UK orders) and detailed return instructions.
Package the item(s) securely in the original packaging (or suitable alternative) and attach the prepaid return label.
Drop off the package at the designated delivery location (as instructed by our team).
3. Exchanges
We offer exchanges for a different size, color, or style (subject to availability) within 14 days of delivery. To request an exchange:
Follow the same initial steps as a return (contact our team with your order details).
Specify the item you wish to exchange and the desired replacement (size, color, style).
Once we receive and inspect your returned item, we will dispatch the replacement item (if available) free of charge for UK orders. If the replacement is out of stock, we will offer a full refund.
4. Refund Processing
We will inspect your returned item(s) within 3-5 business days of receiving them.
If the item meets our return eligibility criteria, we will process your refund to the original payment method within 5-7 business days.
Refund timelines may vary depending on your payment provider (e.g., credit card refunds may take 3-5 additional business days to appear in your account).
Original shipping costs are non-refundable, unless the return is due to a fault or error on our part (e.g., incorrect item, damaged item).
5. Faulty or Damaged Items
If you receive an item that is faulty, damaged, or incorrect (e.g., wrong size, wrong color), please contact our team immediately (within 3 days of delivery) with photos of the item and the issue. We will arrange for a free return and either send a replacement item or process a full refund (including original shipping costs) at your discretion.
6. International Returns
For international orders, returns are accepted within 14 days of delivery, but customers are responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be held responsible for lost or damaged return packages. Refunds will be processed once we receive and inspect the returned item, excluding international shipping costs.
7. Contact Us for Return Queries
If you have any questions or need assistance with a return, please contact our customer service team:
Email: krxh8229@outlook.com
Phone: 01568 780246 (Monday to Friday, 9:00 AM – 6:00 PM GMT)