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We aim to get your items delivered to you as quickly as possible from each of our Sellers. Many of our Sellers use the MRH.co.uk standard delivery system which means the majority of items are sent via Courier using an Express 24 (Next Day) service. However, there are exceptions to this especially when items are "Special Order", "Bespoke", or "Limited Edition" - so please check individual Seller's "Delivery section" for details.
For Sellers using the MRH.co.uk standard delivery system, delivery charges are calculated both on a weight and on a per Seller basis. You are charged £3.95 when ordering up to 30kgs of goods from ONE Seller and this reduces the more Sellers you purchase from; the minimum being £3.00 up to 30kgs of goods from ONE Seller. Hence, the more Sellers you buy from, the lower the delivery charge per Seller.
NOTE: As previously stated, not all of our Sellers use the standard MRH delivery facility. Some of our Sellers use their own delivery facility and offer FREE delivery over a certain transaction value. SO PLEASE CHECK EACH SELLERS DELIVERY POLICY WITHIN THEIR DEDICATED RETAIL SPACE.
A PACKAGE TRACKING FACILITY is offered to all of our registered customers. Simply log into the "My Account" section of the website, click on "Previous orders", click on "View". At the bottom of the section, you are provided with a status update of the packages assigned to that particular order. top^
We hope you enjoy the goods you have purchased from the Sellers on MRH.co.uk. However, we do understand that at times you may wish to return items. As such, we have ensured that all of our Sellers follow minimum returns requirements.
NOTE: Items purchased from Sellers on MRH.co.uk MUST BE RETURNED DIRECTLY TO THE SELLER AND NOT to MRH.co.uk. Please contact the Seller DIRECTLY to check their returns policy. RETURNS MUST BE DONE IN WRITING.
As our valued customer, our minimum returns requirements are as follows:
1. 30-days returns policy. If for any reason you are not happy with your purchase, you have 30-days from receipt of goods to return them. You will need to return the item(s) within 30 days of receipt to the Seller in the same condition as received. This includes inside the original packaging.
2. Items purchased from MRH.co.uk Sellers MUST be returned directly to the Seller and NOT to MRH.co.uk.
3. All refunds and exchanges must be requested in writing to the Seller within 14 days of receiving the goods and returned to the Seller in the same condition received within 30 days of receipt.
4. If you would like to return items and organise either a refund or exchange please contact the Seller prior to returning the goods. Note: Goods MUST be returned in-line with each Seller’s returns policy.
If you wish to cancel your online order, please contact the MyRetailHeaven.co.uk Customer Service Team by:
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Telephoning us on: 0844 871 4590 8am to 8pm Monday to Saturday, 9am to 6pm on Sundays
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Or, by writing to: Customer Service Team, MyRetailHeaven.co.uk Limited, Berkeley Square House, Berkeley Square, London W1J 6BD
- Alternatively, you may cancel your order by returning the goods along with the completed Returns Form in accordance with our Returns & Refund policy.
It may not always be possible to stop an order from being dispatched, as the majority of our Sellers endeavour to process orders immediately. If your order has already been dispatched please return the order following the instructions contained within our Returns & Refund policy section. Please note that your right to return goods does not apply to certain products. Delivery charges still apply for part cancellation of orders. Further details are set out in our Returns Policy.
In order to change the details of your order, you must notify us within 30 minutes of your order being placed. Please have the order number and date the order was placed to hand. After this time we are unable to amend your order as our Sellers endeavour to process orders immediately therefore we would request that you return the goods once they have been delivered - please see our Returns & Refunds policy section for our returns procedure. top^
Exceptions and Exemptions
Certain items may fall outside of our standard, minimum returns policy, for example, large items such as, TVs and furniture (for some Sellers these items must be returned within 14 days, so please check!); perishable products such as, food or flowers; bespoke (or made-to-order) items; software; and, for hygiene purposes, personal products such as, swimwear, underwear, earrings and cosmetics.
Please consult with the Sellers’ returns policy BEFORE purchasing your goods. Make sure you are well informed about their returns procedures. All MRH.co.uk Sellers follow our minimum returns requirements (as outlined above) but some, for example, may choose to offer their customers extended return terms. top^
A Step-by-Step Guide to Returning Items1. Write to the Seller to tell them you wish to cancel your order.
2. Item must be in its original condition, with seals, shrink-wrap, clothing labels, and packaging intact. In other words, goods must be returned to the Seller in the condition they were originally received.
3. Please remember to include your full contact details, customer reference, and/or order number when writing to the Seller.
4. Any costs incurred in returning the item are your responsibility unless: a) the goods are faulty; b) the Seller offers a free returns service. It is important that you consult each respective Sellers returns policy.
5. If the goods are faulty please indicate this clearly to the Seller in your written reason for return
6. For your own security and proof of return we suggest you use a trackable returns mail service e.g. Royal Mail recorded mail service and retain the receipt until you have received your refund. MRH.co.uk regrets that we cannot be held responsible for non-delivery of returned goods.
7. In line with the Sellers returns policy and stipulated timescales, refunds or exchanges will be made within 30 days. Exchanges are conditional upon stock availability.
8. Refunds are made via the PayPal Pro system onto the original debit or credit card used for the purchase of the goods. top^
The returns policy set out above is a general guideline only and we can not guarantee that your purchases will fall within these guidelines – customers MUST refer to the relevant Sellers returns policy for more specific information. We can not be held liable for any loss or damages you may incur relating to the above guidelines, our Sellers’ returns or refunds policies or, any goods or services you may purchase and/or return.
When you make purchases through MRH.co.uk, your debit or credit card payment goes through the safe and secure PayPal Pro payment gateway. PayPal transfers this payment (minus the MRH.co.uk commission) to each respective Seller. It is imperative that you contact the Seller when returning a purchase since it is the Seller who must request the appropriate amount of refund via the PayPal payment system. Refunds are typically processed by PayPal payments within one week of the Sellers request. The funds will be deposited back into your debit/credit card account and MRH.co.uk will send you confirmation of the refund via e-mail. |
