Returns Policy

RETURNS POLICY

We hope that you will be happy with your purchase. If you are not completely satisfied with your purchase, you will have 14 calendar days to return the item for a full refund. All items must be returned to us unworn, in perfect, resalable condition and in original packaging ensuring that the labels and tamper tags have not been removed from the garment.

Please see options below:

REFUND

·      Changed your mind? Ask for refund.

·      for orders delivered by post or courier you have 14 calendar days from the date of receipt for your returned item(s) to reach us to be eligible for a refund.

·      For UK customers only, e-mail us at styleadvice@mrandmrsstitch.com to request a pre-printed returns label - £6.00 will be deducted from your refund to use this service. Please quote your WEB-ORDER number. Returns label provided by Mr & Mrs Stitch does not negate the customers responsibility to assure the item is returned within the stated return policy terms. It is recommended to use a tracked service.

·      For collect in store orders, you have 14 days from the date of purchase for your item(s) to reach us to be eligible for a refund. 

·      For International Orders we do not provide a returns postage service. All returns postage and associated costs are the purchaser’s responsibility. 

·      Refunds will be completed within 10 working days of us receiving the returned item(s).

STORE CREDIT

Changed your mind? Ask for store credit and get FREE RETURNS.

  • Enjoy a prolonged return limit of 30 Days - this applies to non-sale items only.
  • FREE RETURNS - This option is for UK customers only, return postage is FREE on request, if you wish to return any non-sale items over £40 within 14 days of purchase, for a store credit. Simply request our hassle free pre-paid returns label at no additional cost to you by contacting styleadvice@mrandmrsstitch.com, quoting your web-order number and state you would like free returns & an e-wallet/Store Credit. (Returns labels provided by Mr & Mrs Stitch does not negate the customers responsibility to assure the item is returned within the stated return policy terms). Free return offer is for non-sale items only. 
  • Valid for 1 year, your e-wallet/Store Credit may be used anywhere on the site and can also be used in conjunction with sale items.
  • You have 30 days to return your item(s) for an E Wallet credit from the date of purchase on 'Collect in Store' orders.
  • Underwear, Fragrances and Home Fragrances are non-returnable.

 

Mark the package as RETURNS DEPARTMENT and send to:

Rio Brazil Ltd

UG 40, 1 Victoria Square,

Belfast,

BT1 4QG

Northern Ireland

United Kingdom

 

Contact Us

Tel. +44 (0)2890 310043

E-mail: styleadvice@mrandmrsstitch.com

 

 

THE DETAILS – IMPORTANT INFORMATION.

All of the products on this site are 100% authentic and we are confident that you will be happy with your purchase. We hand check all orders before they are dispatched to ensure they are of the highest standard.

All items must be returned to us unworn and in original packaging ensuring that the labels and tamper tags have not been removed from the garment.

Please Note: when trying on items of designer clothing, please ensure that you are not wearing perfume/aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. We cannot accept items once washed. Footwear must be tried on carpeted surfaces

Underwear, swimwear and face masks cannot be exchanged or refunded due to hygiene reasons.

Should you decide not to use our pre-printed returns option or you are returning an international order, you are responsible for the cost of returning the item(s) to us. Unless asked explicitly to do otherwise, we advise that you use a Tracked and Signed For Service, insured to the full value of the goods being sent. 

Please make sure that any items being returned are securely packaged. Do not apply any labels or adhesive tape directly to the product box. Items mistreated this way will be rejected. If the goods are damaged in transit due to being inadequately packaged, we will be unable to issue a refund. Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return. 

 

Exchange:

We do not offer an exchange service, however if you wish to exchange your item for an alternative, we suggest that you return it for a refund and purchase the new item separately.

You have 14 calendar days to return any item(s) to us from the day you receive it to be eligible for a refund. 

For collect in store orders, you have 14 days from the date of purchase for your item(s) to reach us for to be eligible for a refund. 

For any returned orders received outside this time scale, please refer to our refund policy.

 

Faulty Returns

If your item(s) is damaged or has a manufacturing fault we may be able to offer alternatives such as repair or exchanges. In this event you must notify us by email at info@mrandmrsstitch.com explaining the problem. You will need to return your item(s) for assessment by our returns department

It then must be returned to us within 7 working days of notifying us of the fault and unless asked explicitly to do otherwise, we advise that you use a Tracked and Signed For Service, insured to the full value of the goods being sent. 

Refunds will ONLY be given for damaged goods where no replacement product can be supplied. Goods are classified as faulty if they are received damaged, or where a genuine manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted.

We cannot accept any responsibility for damaged items or where a fault occurs after a period of 6 months since purchase. In some cases, we may be able to resolve these matters with the manufacturer but we cannot make any guarantees and these matters will be dealt with on a case by case basis.

Once the item(s) is returned a member of our team will inspect the item to determine the cause of the fault and whether you are entitled to a refund, exchange or repair. In some cases, we will have to liaise with the supplier directly.

Where possible faulty items will be repaired either by Mr & Mrs Stitch or by the manufacturer. Most manufacturer repairs usually take between 2-6 weeks depending on the fault, however, you will be advised of this should your item need to be repaired.

If an exchange is offered on a faulty item please be aware that we are only able to do so subject to availability. A full refund will only be offered if the item cannot be repaired or replaced within a reasonable length of time.

 

Order Cancellations

Under the United Kingdoms Distance Selling Regulations you have the right to cancel your order for any item purchased from MR & MRS STITCH for a full refund within 14 days. 

For immediate order cancellations must be made before it has been dispatched by calling us on 02890310043. Please be aware that we dispatch same day up to 3pm. If you placed your order after 3pm it will be dispatched the following working day up to 3pm. If the order has been dispatched before it is cancelled, you will be charged for any dispatch postage costs. Item must be returned within 14 days of cancellation.

Please use e-mail info@mrandmrsstitch.com to communicate with us regarding all returns, exchange and refund. Customer support is available (10am-5pm) Monday to Friday. We are here to help!

 

In Store Online Returns 

Returns and size exchanges can be made in-store, in line with the returns policy, whereby customers should bring in their item they wish to return accompanied with a copy of their invoice. A refund will be given following the usual procedure of the amount being credited to the customers account with 10 days.

Returns in store can only be made via Rio Brazil, UG40 1 Victoria Square, Belfast

Please Note: ‘In Store Online Returns terms and conditions' are only valid with online purchases and does not include items bought in store – please see in store for details of these.

Returning Items Outside The 30 Day Returns Period 

Any unwanted items returned, that fall outside our normal maximum 30 days return period, will not be processed and collection of these items will be required at the customer’s own cost. Customers will be contacted and given 2 weeks to arrange collection. (Extended returns period will apply at Christmas. T&C's are stated above)


International Returns
Package your return and make sure it is fully enclosed. Take the item/s to your local Post Office and send on a trackable economy service. Make sure you advise the Post Office this is a return. The return cost is your responsibility.

Your parcel must be packaged with our address. Please ensure all duties are paid, as failure to do this will result in import duties being deducted from the amount reimbursed at the customer’s expense.

Import Duties and Customs Policy (for US Customers)

At Mr & Mrs Stitch, we strive to ensure a smooth and transparent shopping experience. Please carefully review the following terms related to international orders and US customs procedures:

  • Responsibility for Import Duties:

    • All international orders, including those shipped to the United States, may be subject to import duties, taxes, and customs fees.

    • These charges are determined by U.S. Customs and Border Protection and are entirely separate from any charges made by Mr & Mrs Stitch.

    • By placing an order with us, you agree to be fully responsible for any import duties or taxes imposed on your order.

  • Non-Payment of Duties:

    • Failure to pay the required import duties may result in your parcel being held by US customs.

    • If duties are not paid and the item is not cleared, it may be returned to Mr & Mrs Stitch. In such cases:

      • Return shipping fees will be deducted from any applicable refund.

      • If the parcel is returned outside the official return window, you may not be eligible for a refund.

    • Refunds (full or partial) will not be granted for orders refused or uncollected due to non-payment of customs duties.

  • Claims of Non-Receipt:

    • Claims of "not receiving the item" due to refusal or failure to pay import duties will not be accepted.

    • Mr & Mrs Stitch fulfils all orders in good faith and dispatches them using the courier and shipping method selected at checkout.

  • Recommendation for Duty Reimbursement:

    • If the cost of the import duty is a concern, we recommend:

      • Pay the import duty to release your item.

      • If you decide to return the item, you may be eligible to request a refund of the import duty directly from US Customs (subject to their policies and procedures).

Legal Note

 

This policy is provided to ensure compliance with international shipping regulations and transparency for our valued customers. However, we strongly advise you to consult with your local customs authority or a legal professional regarding your responsibilities and rights as an importer.