Refund Policy
WHAT IS YOUR RETURNS POLICY (UK)?
You can return any item for a refund within 30 days of receiving the delivery of your original order.
If you return an item within 30 days, we’ll refund the price you paid for your item – this includes sale priced items, excluding the original delivery charges (If any occurred- as it costs us to get the package to you).
Items returned that are not within the 30 days returns period will not be refunded. If you then want these items returned to you, you will be required to cover the return delivery cost or the item(s) will be disposed of.
All goods will be quality inspected upon receipt to ensure the returned item has not been worn and all packaging and labels are present. If an item is returned to us and it’s been worn or is in an unsellable condition, we reserve the right not to give you a refund. If you then want these items returned to you, will be required to cover the return delivery cost.
The goods are your responsibility until they reach our returns warehouse, so please make sure it’s packed up properly and can’t get damaged on the way. You must retain the tracking details for your return as you are responsible for items lost in transit to our returns centre (and any claims you need to make with the carrier).
The buyer sends the item back at their own expense. We recommend you return the item via Royal Mail/Post Office as they usually are the cheapest and most efficent service.
All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box, shoe bags/packing paper. When returning the item please make sure to include your order confirmation document inside the shoe box so your refund can be issued accordingly.
REMEMBER: Always obtain a trackable proof of sending when shipping your return, as we are unable to refund items returned to us that are not received. You are responsible for the return until it’s delivered and signed for by our Returns Centre.
You don’t have to use Royal Mail, you can use your own courier, however it may cost more to return your unwanted items to us. If YOU’RE using your own carrier, return you items to the following address:
Marc Brunell - Returns
67/70 Mott St
Hockley
Birmingham
West Midlands
B19 3HE
United Kingdom
In very rare cases where you have received an incorrect item or the item received is faulty. Please let us know by email on hello@marcbrunell.com we will rectify all problems and provide you a assigned returns label against your order.
Again please ensure to include the returns form when the item is being returned so we can issue a refund accordingly.
Refunds can only be processed back to the payment method originally used for your order.
Returns are normally processed within 10 working days following receipt of the returned item.
Please allow between 1-7 working days for the refund to appear in your account as this can vary between payment providers.
INTERNATIONAL RETURNS (NONE UK)
If you are an overseas customer, it is your responsibility to cover the full cost of returning the item to our returns warehouse for refund.
You must ensure your return is marked with the comments ‘return of goods’ and that any relevant customs and declaration forms are fully completed and attached.
Please check with your chosen return courier that any custom entry fee will not be charged for the return of goods, or this will be deducted from any refund processed.
Please ensure you enclose your completed order confirmation document that came inside your shipment (or we won’t know who to refund) and you package your return up securely and use a tracked service as damaged or none received returns cannot be refunded.
Please return your item to us at the following address:
Marc Brunell - Returns
67/70 Mott St
Hockley
Birmingham
West Midlands
B19 3HE
United Kingdom
Returns from outside of the United Kingdom should be marked ‘RETURN OF GOODS’ or you may have additional charges deducted from your refund to cover import duty and/or taxes.
I HAVE LOST MY ORDER CONFIRMATION DOCUMENT , WHAT CAN I DO?
If you have lost your order confirmation document - not to worry! Email us at hello@marcbrunell.com and we will take care of it.
I HAVE A FAULTY ITEM, WHAT CAN I DO?
If in the unlikely event you have received a faulty product, or your product fails in some way during the 30 days following receipt, you may be entitled to a refund.
Please email hello@marcbrunell.com to notify us what problem(s) you have faced so we can handle the issue.
I HAVE RECEIVED THE WRONG ITEM, WHAT CAN I DO?
If in the unlikely event you have received an incorrect product please email hello@marcbrunell.com to notify us what problem(s) you have faced so we can handle the issue.
The incorrect item will need to be returned to us (don’t worry we will provide a free returns label) and we can arrange a replacement (subject to availability) or a refund in full.
MY ORDER WAS RETURNED TO SENDER?
You will usually see this because the carrier was unable to deliver your order to you because of a known reason.
The carrier will normally make a second (or third) attempt to deliver your order before it gets returned back to us. Or it could be delivered to a local depot or drop shop for you to collect. In this case because of data protection you have to use the carrier’s website to request a redelivery or arrange collection of your delivery.
If you have not collected your order, or the final attempt at delivery is unsuccessful, your order will be returned to us.
If you have entered incorrect address details, or it was returned to sender as a result of import charges, these additional costs will be deducted from any refund we provide you with (this could result in the charges being more than any refund due).
Returned orders will be refunded (excluding delivery and returns charges). The return delivery can take between 2-8 weeks (on some occasions), depending upon the original delivery address as carriers collate shipments and return to us in bulk.
HOW LONG WILL MY REFUND TAKE?
We get it, waiting for a refund can be a pain. But please hang in there while we work on it for you. A typical refund can take up to 14 days from receipt of your returned item into our warehouse, followed by 1-7 days for the refund to make its way through the banking system into your account.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
If you’ve waited more than 14 days from the day you returned your item and have received no email from us then please get in touch by going to the Contact Us tab on this page and provide us with a photo of the tracking receipt you were given.
If your order has been ‘Lost in Transit’ by the carrier, we will refund you within 5 working days following confirmation from the carrier that there has been no physical scans of the shipment for a period of 14 days. This allows the carrier to complete their investigation and make attempts to locate the lost shipment for you.
WHY WAS MY ORDER CANCELLED?
If you’ve placed an order and received a cancellation email from us, we’re sorry about that. We tried our upmost best effort not to come down this route, but this can happen because of several reasons.
Once you receive your cancellation email a refund via the original payment method used will be processed. The refund may take up to 7 days, this is the banking process and not something we can speed up.
CAN I CANCEL MY ORDER?
Please email us on hello@marcbrunell.com and we can see what we can do. Hopefully if it’s not too late we can recall the parcel back from the carriers network or cancel it completely if advised within 2 hours at the time of order.
CAN I EXCHANGE AN ITEM I HAVE ORDERED?
Due to the volume of orders we ship and the fast moving nature of our stock, we’re unable to provide you with an exchange service. If you wish to exchange an item, you will need to place a new order and process this order in the normal way, to ensure your item is available and in stock.
Once your original order is returned, and providing it meets our returns criteria, your refund will be processed in accordance with our refund policy.
I CANNOT SEE THE REFUND IN MY BANK ACCOUNT?
Refunds can be sneaky little things and can show up in a couple of places:
- Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times)
- If it’s not there, try looking back to the date when you bought the items – some banks or payment providers now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)
DO YOU REFUND DELIVERY CHARGES?
Delivery charges are not refunded, as it costs our business in order to get your order to you. However, if we have shipped you an incorrect item, or an item is found faulty please email hello@marcbrunell.com (as we can provide you a free returns label) to return the item for a refund.
I AM OUTSIDE OF THE RETURNS POLICY, CAN I STILL RETURN AN ITEM?
In compliance to the Distance Selling Regulations we do not accept returns that are over 30 calendar days following receipt of your order.
The 30 day period starts the day you receive your order and ends 30 days later.
We move very fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately why we stick to our 30 day returns policy.