Mae London Return & Refund Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with the items you've received, we offer a 30-day money-back guarantee. Below are the details of our return, refund, and exchange policy.

  1. Returns of Incorrect, Damaged, or Defective Items

If you have received an incorrect, damaged, or defective item, please email us at support@mae-london.com immediately. Our team will guide you through the process of returning the item.

To help us resolve the issue as quickly as possible, we may request clear photos of the item. These photos are required as part of the replacement approval process. This allows us to verify the issue and ensure a smooth resolution for you.

2. Return Due to Dissatisfaction

If you are not satisfied with the items you have received, you can return them within 30 days of receipt, provided they meet the following conditions:

  • The items must be in original, unused condition.
  • The items must be in their original packaging.
  • The items must be resalable.

3. Refund Process

Once your return is processed, you may be entitled to a full refund (excluding return shipping costs). Please note:

  • We cannot issue refunds or exchanges for items that have been used, opened, or are no longer in original condition.
  • If the return is due to incorrect, damaged, or defective items, customers are required to provide photos of the items upon our request as part of the refund approval process.
  • The refund will be issued to the original method of payment once the returned items are received and inspected. Please allow up to 5 business days for the refund to be transferred to your account.

4. Return Requirements

To ensure your return is processed smoothly, please follow these steps:

Contact Us by Email
Send an email to support@mae-london.com with the following details:
• Your order number
• The number of items you wish to return
• Your full name
• The reason for your return
• Clear photos of the items if the return is due to damage, defects, or quality concerns

Securely Package the Return
Once your return is approved, securely package the items for return.
• Clearly label the outside of the package with “Return”
• Use an insured track-and-trace service to ensure that your return reaches us safely

Send Shipping Details
After sending your package, please email your shipping details and tracking number to support@mae-london.com so we can monitor your return.

5. Return Address

To ensure returns are processed correctly, please contact us to request the return address. This step helps us manage returns efficiently and provide the best support for your inquiry.

6. Return Terms and Policies

    • All returned items must be unused, unopened, and in original packaging.
    • Customers are responsible for the return shipping costs to our warehouse in Asia, including any customs or shipping fees.
    • Returns must be well-packaged to prevent damage during transit.
    • All returns must be sent using a traceable and insured service. We cannot be responsible for any lost or damaged items during the return process.
    • If photos are not provided upon request, the refund request may be delayed or denied.
    • Returns will only be processed once we receive the return form approval. If the return is not approved, it cannot be processed.

7. Simple Return Process in Three Steps

Step 1 – Email Us Your Return Request
Send an email to support@mae-london.com including:
• Your order number
• The number of items you wish to return
• Your full name
• The reason for your return
• Photos if the return is related to damage, defects, or quality concerns

Step 2 – Return the Item
Once your return is approved, send the item(s) to the return address provided by our team.
• Use a tracked and insured shipping service
• Clearly label the outside of the package with “Return”

Step 3 – Receive Your Refund
After we receive and verify the returned item(s) (including photo verification if applicable), your refund will be processed within five business days and sent back to your original payment method.

8. Right of Withdrawal and Cancellation

As a consumer, you have the right to cancel your order within 30 days of receiving the goods, provided that the items are in their original condition. The cancellation period begins on the day you (or a third party designated by you, who is not the carrier) receives the last item of your order.

  • Please note that we cannot interrupt the shipping process once an order is placed. Therefore, if your order is already is processed, you may only cancel it once the goods are received.
  • All returns must be sent to our central warehouse in Asia at the customer's expense.

Contact Us

If you have any questions or need assistance with the return, exchange, or cancellation process, please feel free to contact us via the following channels:

Email: support@mae-london.com

Thank you for shopping with Mae London!