Refund policy

Refunds & Returns Policy

This policy outlines your rights and our obligations regarding refunds, returns, exchanges, and delivery issues for Remie Margot orders, in accordance with UK consumer law.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Cancellation Rights - Distance Selling

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, unless an exemption applies (see below).

To exercise your right to cancel, you must notify us in writing by email at hello@remiemargot.co.uk within 14 days of delivery.

You then have a further 14 days to return the item(s) to us.

Item(s) must be in the same condition that you received them, unopened, unworn or unused, with tags, and in their original packaging. You’ll also need the receipt or proof of purchase.

Exemptions from the Right to Cancel

The following items are exempt from the 14-day cancellation right and are non-refundable, unless faulty:

Custom products (such as special orders or personalised items)
Perishable goods (such as food, flowers, or plants),
Sale or discounted items, including: Sale and Clearance items, Promotional products, Mystery Boxes or a Free Gift.

These exemptions are permitted under UK law.

Returns - Change of Mind

For eligible, non-exempt items:

Items must be returned unused, in their original condition and packaging
You are responsible for return postage costs unless the item is faulty
Returns must be initiated within 14 days of delivery

Once received and inspected, we will process your refund.

Faulty or Damaged Items

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your item is faulty, damaged, or incorrect, please contact us as soon as possible and within 28 days of receipt, providing clear photos where applicable.

Where an item is confirmed to be faulty, we will offer:

A replacement, or
A refund (including standard postage costs), where appropriate

Refund Processing

Once your return has been received and inspected, we will notify you by email.

If approved:

Refunds will be issued to the original payment method
Please allow 3–5 working days for funds to appear, depending on your bank

If you have not received your refund after this time:

Check your bank account
Contact your card provider
Contact your bank

If the issue persists, please email hello@remiemargot.co.uk

Lost, Missing & Delayed Orders

All orders are sent using Royal Mail Tracked services.

If your order has not arrived within 7 working days of dispatch, please contact us so we can investigate with Royal Mail
If tracking shows delivered but the parcel has not been received, contact us as soon as possible

Royal Mail investigations must be opened within 10 days of the delivery date, after which compensation may not be available.

Once an investigation is completed, we will advise on the appropriate resolution, which may include a replacement or refund.

Missing or Damaged Items in Your Order

If an item is missing or damaged:

Please contact us as soon as possible - hello@remiemargot.co.uk
Provide clear photos of the packaging and contents
Do not dispose of damaged items until the issue has been resolved

Although we follow a strict picking and packing process, occasional errors can occur.

Returned & Undeliverable Parcels

If an order is returned to us due to:

Non-collection from a Royal Mail depot, or
An incorrect or incomplete delivery address provided at checkout

An additional postage charge will apply to resend the order.

Address Changes

Address changes must be requested within 30 minutes of placing your order
Once an order has been processed or dispatched, address changes are not possible

We cannot accept responsibility for incorrect addresses entered at checkout.