Refund policy

Return and Refund Policy

This policy explains how returns, exchanges, refunds, and order cancellations are handled when you purchase from Mary & Lucas. It is intended to give you clear information about your rights while ensuring compliance with applicable consumer protection laws.

Connection with Our Terms of Service

This policy should be read alongside our Terms of Service and is subject to those terms.

Returns & Exchanges

All returns must be shipped to our return facility in China. Return shipping costs are the responsibility of the customer and are typically around $40, depending on the shipping carrier and package size.

You may request a return or exchange within 30 days of receiving your order.

To be eligible, the following conditions must all be met:

  • The item must be unused, unworn, and in its original condition
  • All original packaging, tags, labels, and accessories must be included and intact
  • The product must not have been washed, altered, customised, or damaged
  • Trying on the item is allowed, but it must not show any signs of use beyond initial inspection

Requests submitted after 30 days will not be accepted unless required by law.

Items That Cannot Be Returned

We cannot accept returns or exchanges in the following situations:

  • The item does not meet the conditions listed above
  • The item has been mishandled, neglected, or damaged after delivery
  • The return is sent without prior approval

How to Request a Return or Exchange

To start a return or exchange, contact us at support@marylucas.com within 30 days of delivery and provide:

  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for your request
  • Clear photos, if applicable

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact support@marylucas.com as soon as possible with:

  • Your order number
  • A clear description of the issue
  • Photos showing the problem (if applicable)

After reviewing your request, you may be eligible for a replacement or a full refund, in line with your consumer rights.

Return Shipping

Once your return is approved, we will provide you with the return address and instructions.

  • Mary & Lucas will cover return shipping costs for damaged, defective, or incorrect items
  • For all other returns, the customer is responsible for the shipping costs
  • We do not charge any restocking fees

We strongly recommend using a tracked shipping method, as we are not responsible for items lost during return transit.

Refunds

After we receive and inspect your returned item, we will inform you of the outcome.

If your return is approved:

  • Your refund will be processed within 7 days
  • The refund will be issued to your original payment method whenever possible

Please note that processing times may vary depending on your payment provider.

Exchanges

  • Instructions for exchanges will be provided after approval
  • Replacement items will be shipped once the returned item has been received and approved
  • If the requested item is no longer available, a refund will be issued instead

Order Cancellations

If you wish to cancel your order, please contact support@marylucas.com as soon as possible.

  • Orders can only be cancelled before they have been shipped
  • Once an order has been shipped, cancellation is no longer possible, and you will need to follow the return process after delivery

Contact Information

Need assistance? Our team is available during business hours.

Customer Service Hours:
Monday to Friday: 09:00 AM – 05:00 PM (GMT -05:00)
Saturday & Sunday: Closed

Average response time: Within 12 hours 

Email: support@maryandlucas.com
Phone: +1 938 213 5171
Or use our Contact Us page

Business Details

Mary & Lucas is owned and operated by PM Commerce, a company registered in the Netherlands.

Registration Number: 42035848
VAT Number: NL869411494B01

Address: Neuweg 245 D, 1214 GR Hilversum, Netherlands