Delivery and Returns Information

SHIPPING, RETURNS and EXCHANGES – MarshMX Limited

Delivery Information

Delivery option

Price

When it arrives

Order by

Standard

Free – for orders of £50 or more


£5.99 – for orders under £50

Within seven working days. (Monday - Friday)
Between 8am and 8pm.

Anytime

We only deliver to UK addresses, if you are from outside of the UK please contact via telephone on 01685 385201 to discuss placing an order and get a quote for delivery fees.

Terms and conditions apply – this delivery information doesn’t apply to bikes or quads.

We can offer next day UK delivery for bikes and quads from £50.

We do absolutely everything we can to make sure your order reaches you on time. But there are all sorts of unforeseen problems that can prevent that – including breakdowns, extreme weather and illness. We're sorry if we're late.

Returns Information

We'll give you a full refund as long as:

· It's been less than 14 days since you received your item, after 14 days we can only offer an exchange or gift card.

· You haven't damaged it

· It's in resalable condition e.g. tags still attached, packaging is unopened, item has not been stained or marked or damaged

· You have proof of purchase, such as your receipt, e-receipt, delivery note, or your order confirmation email

· You have the card you paid with or can confirm details on request over the phone, We will put the money straight back onto the card you paid with and it should show in your account within 3-5 days

· Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Things that aren't included in our returns policy' section below.

Please note, we reserve the right to refuse an exchange or refund if goods are damaged or aren't returned in a saleable condition.

If you don't have proof of purchase, we can't offer you a refund, gift card or exchange.

If you paid by card and have your proof of purchase but don't have the card you paid with we can't offer you a refund, but we'll give you an exchange or a gift card for the same amount.


Things that aren't included in our returns policy

There are certain items that we can't give you a refund or exchange for, please refer to the list below to see which items are excluded.

  • Electrical Goods
  • Clothing that’s been altered
  • Custom-made, personalised and made-to-measure items (Graphics)
  • Gift Cards, e-Gift Cards or vouchers

Returning your item to us

Before you read about how to return different items to us, it's worth checking that you'll definitely be able to get an exchange or refund.

Bought in-store

If you bought your item in our store, you'll need to return it to our store. It's free and the quickest way to get the money back into your account, or to get hold of a gift card or exchange.

You'll need to bring the card you paid with and your proof of purchase.

Bought online

If you purchased the item online, please download the returns form below and place it inside the delivery. It is the customer’s responsibility to cover the cost of the return.

Downloadable form – Returns form. Please follow the instructions carefully.


Return something without a proof of purchase

Your proof of purchase can be your receipt, e-receipt, delivery note or a copy of your order confirmation e-mail. If you don't have proof of purchase, we can't offer you a refund, gift card or exchange

Return something you bought with a gift card

We'll refund the cost of your item back onto the gift card you paid with, so please keep hold of it until you're sure you want to keep what you bought. To get your money back you'll need to make sure that:

· It's been less than 14 days since you received your item

  • You haven't damaged it

· Your proof of purchase can be your receipt, e-receipt, delivery note, or a copy of your order confirmation email.

· Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Our Policy in Full' section under the heading 'Things that aren't included in our returns policy'.

If you've lost your gift card, please call us on 01685 385201. Depending on how you paid, they'll put the balance onto a new gift card and post it out to you. Please note physical cards can take up to two weeks to arrive.

Exchange Information

We only offer exchanges within 28 days of purchase.

In-store

If the product is available in our store in the alternative size or colour you would like, we will be happy to complete an exchange for you straight away.

If there is no stock available of the size or colour you would like, an exchange for an alternative item or a full refund will be offered. If required we will refund the value of the item being exchanged if it is a lower price to the price at which you bought the original product.

Online

Unfortunately exchanges for a different size or colour are not currently possible, we are only able to exchange like for like items. Please return the item and place a new order for a different size or colour.

Refund Information

In-store Returns

Your account will be credited instantly to the original card used for payment. It can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show the refund on your account. We are unable to process a refund onto a card without the cardholder present; if you do not have the card you have paid with, the refund will be applied to a gift card.

Returns via Royal mail or courier service

Once we have received your return at our premises which can take up to 10 working days we will process your refund within 24 hours. Please note: we've seen some delays within the post office and other couriers so it may take a little longer than usual for your return to reach us and for us to process it. Please bear with us while postal companies work under the current constraints to return your order in a timely manner.

Your refund should show on your account within 3 to 5 working days (Monday to Friday, excluding bank holidays). We will notify you via email or telephone to let you know the refund has been processed. Some banks may take longer than 5 working days to process refund payment.

Late refunds

If you have not received your refund and it has been 15 working days after you returned your item/s, please contact our team on 01685 385201.

Return something you bought in the sale

We'll give you a full refund as long as:

  • It's been less than 14 days since you received your item
  • You haven't damaged it

· Your proof of purchase can be your receipt, e-receipt, delivery note, or a copy of your order confirmation email.

· Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Our Policy in Full' section under the heading 'Things that aren't included in our returns policy'.

Problems with your order or delivery

There is something missing from my order

We often send out orders in several different packages, so these may arrive at different times. Please be aware that this does not mean you will be charged any additional delivery cost. However, if you are still concerned about your missing item(s), please call us on 01685 385201 and our team will look into your order.

My item is received broken / faulty

If your item is delivered to you broken or faulty you have the right to either exchange, or refund that item. Please follow our normal returns procedure and choose reason code A when completing your returns form.

I didn't receive my free gift

If you were expecting to have received a free gift with your delivery but haven't, please check the dispatch note which came in your delivery.
• If the free gift is listed as part of your order on your despatch note, please contact us on 01685 385201.
• If the free gift is not listed on your despatch note; the free gift is no longer available. Unfortunately free gift promotions are very popular and this can happen from time to time, please refer to the terms and conditions of the individual promotion.

Can I Cancel My Order

Cancelling your order:
• Yes, you can cancel your purchase within 14 days of receiving your order. However, once payment has been processed orders cannot be stopped. In order to cancel your order you will be required to return your parcel with 28 days via one of our return options. Alternatively you can refuse delivery once the parcel arrives.

Changing delivery information for your order:
• Unfortunately this is not possible once the order has been placed.

Adding items to your order:
• Please place a new order for these items.