Returns, Cancellations & Refunds Policy

Our 30-day returns policy

In addition to your statutory rights, we offer a voluntary 30-day return period from the day you receive your order. Items must be in the same condition in which you received them — unworn, unused, with tags attached and in their original packaging. Proof of purchase is required.

To start a return, contact us at info@marniethorp.com or through our contact page. If your return is accepted we will confirm the correct return address for your item and send you instructions. Items sent back without first requesting a return cannot be accepted.

Where to send your return

We do not publish a single returns address, because the correct destination depends on the item and where it was dispatched from. Email us first and we will give you the address to use, in writing, together with instructions. Parcels sent back to any other address — including our registered office — cannot be processed or refunded.

Who pays for the return

Faulty, damaged or incorrect items: we cover the full cost of return postage. You will never be out of pocket for a mistake or a fault on our side. Where possible we will send you a prepaid label.
Changed your mind, or the item is not what you hoped: return postage is at your own cost. We recommend a tracked service, as we cannot refund an item we do not receive.
Original delivery charge: UK delivery is free on all orders, so there is no delivery cost to refund.

Please do not pay for your own postage before contacting us — we cannot reimburse postage for a return we did not authorise, and we cannot process a parcel sent to the wrong address.

Your statutory right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. The cancellation period expires 14 days from the day on which you, or a third party you have nominated, receives the goods.

To exercise this right you must inform us — ML ECOM OPERATIONS B.V., info@marniethorp.com — by a clear statement, for example by email. To meet the deadline it is sufficient to send your communication before the cancellation period has expired. You then have a further 14 days to send the goods back to us.

Effects of cancellation: we will reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after the day we receive the goods back, or the day you supply evidence of having sent them back, whichever is earlier. We will refund using the same payment method you used for the original transaction, and you will not incur any fees as a result.

Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us straight away if an item is faulty or damaged, or if you have received the wrong item.

Under the Consumer Rights Act 2015 you have a 30-day short-term right to reject goods that are faulty and receive a full refund, and rights to repair, replacement or a price reduction after that period. These rights are in addition to, and unaffected by, our voluntary returns policy.

Items excluded from our voluntary returns policy

Custom-made or personalised items and gift cards are excluded from our voluntary 30-day returns policy. Your statutory rights are unaffected.

Exchanges

The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a separate order for the replacement.

Refunds

Once we have received and inspected your return we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 working days. Your bank or card issuer may need additional time to process it.

Contact and supplier details

Store: Marnie Thorp
Operated by: ML ECOM OPERATIONS B.V.
Registered address: Prins Frederik Hendriklaan 84, Naarden, Noord-Holland, 1411 GB, Netherlands
Chamber of Commerce (KvK): 96592710
VAT: NL867675342B01
Email: info@marniethorp.com
Phone: +44 20 4577 1564
Service hours: Monday to Friday 09:00–17:00, Saturday and Sunday 12:00–17:00 (GMT)

You can also reach us through our contact page. Last updated: September 2026.