Return, Refund and Exchange Policy

Returns & Refunds Policy

Effective Date: 14/10/2026

At Marianne's, we take great pride in offering beautiful, individually handcrafted knitwear, boutique clothing, accessories and gifts.

Every purchase is important to us, and we want you to be completely delighted with your order.

If something isn't quite right, we're here to help.

1. Returns and Your Right to Cancel

For most items purchased through our website, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel an order, please email: mariannesknitwear@gmail.com, providing your name, order number and a clear statement that you wish to cancel.

You may also cancel an eligible order before it has been dispatched.

After notifying us of your cancellation, you must return the goods within a further 14 days.

Certain exceptions apply to genuinely bespoke or personalised garments, as explained below.

2. Condition of Returned Items

We ask that returned items are treated with care and, wherever possible, returned with their original tags, packaging and accessories.

You may inspect and try on garments as you would in a shop.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, we may make a lawful deduction from your refund to reflect any reduction in value.

The absence of original packaging or tags does not automatically remove your statutory cancellation rights.

3. Handmade Knitwear

Many Marianne's garments are individually handcrafted, making every piece special and unique.

Small variations in stitch definition, texture, measurements and finish may naturally occur as part of the handmade process.

However, all products must be of satisfactory quality, fit for purpose and match their descriptions.

Being handmade does not, by itself, remove a customer's statutory cancellation or refund rights.

4. Made-to-Order Garments

Some Marianne's garments are made after an order has been placed.

Production normally takes approximately 2–8 weeks, although particularly intricate garments may take longer.

An estimated completion time will be agreed before the order is confirmed.

Standard made-to-order garments that are not made to individual customer specifications generally remain subject to the statutory cancellation rights applicable to online purchases.

Production times are separate from delivery times.

5. Bespoke and Personalised Garments

Garments made to a customer's individual specifications or clearly personalised may be exempt from the usual 14-day statutory cancellation right.

Examples may include garments made to specially agreed individual measurements, unique customer-requested designs or personalised details.

Any applicable cancellation restrictions will be explained before the customer confirms the order.

This exemption does not affect statutory rights where an item is faulty, not as described or otherwise fails to meet applicable legal requirements.

6. Deposits and Payments for Commissions

A deposit of 25% of the agreed purchase price is normally required when ordering a made-to-order garment.

For particularly intricate, expensive or bespoke commissions, a deposit of up to 50% may be required.

The deposit amount will be clearly confirmed before the order is placed.

The remaining balance becomes payable when the garment is completed and before dispatch.

Where a customer has a statutory right to cancel, any deposit paid will be refunded in accordance with that right.

For genuinely bespoke or personalised commissions that are exempt from the statutory cancellation right, cancellation arrangements will be explained and agreed before the order is confirmed.

Any amount retained following cancellation must be reasonable, fair and lawful, taking account of relevant costs and losses.

Deposits are not automatically non-refundable.

7. Marianne's Misfits

Marianne's Misfits is our special collection of individually handcrafted garments offered at reduced prices because of minor cosmetic imperfections.

These may include women's knitwear, men's knitwear, babywear, children's garments and accessories.

We believe that beautiful handmade garments deserve to be enjoyed, even when they are not quite perfect.

Every known imperfection will be clearly described in the product listing before purchase.

We encourage customers to read the descriptions and examine the photographs carefully.

An imperfection clearly disclosed and accepted before purchase will not, by itself, qualify as a fault for the purpose of obtaining a remedy based on that imperfection.

However, Marianne's Misfits purchased online remain eligible for statutory change-of-mind cancellation where applicable.

Customers also retain their statutory rights in relation to faults that were not disclosed, damage or products that do not match their descriptions.

8. Faulty, Damaged or Incorrect Items

If your purchase arrives damaged, is faulty or differs from its description, please contact us as soon as reasonably possible.

Email: mariannesknitwear@gmail.com

Please provide, where available:

• Your name and order number.
• A description of the problem.
• Photographs showing the issue.

We will review the matter and provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Under UK consumer law, customers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to applicable rules and exceptions. Further remedies may be available after this period.

Although we encourage customers to report problems promptly, there is no 48-hour reporting deadline that removes their statutory rights.

Where required by law, Marianne's will cover reasonable costs associated with returning faulty or incorrectly supplied goods.

9. Return Postage

For ordinary change-of-mind cancellations of eligible online purchases, customers are responsible for the direct cost of returning the goods.

We recommend using a tracked postal service and retaining proof of postage.

Please contact us before returning an item so that we can provide the appropriate return address and instructions.

Where an item is faulty, damaged or incorrectly supplied, return costs will be handled in accordance with applicable consumer law.

10. Refunds

Where a customer exercises a statutory right to cancel an eligible online order, Marianne's will refund the amount paid for the returned goods, together with any refundable standard outbound delivery charge required by law.

Additional charges for an enhanced delivery service chosen by the customer may not be refundable.

Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever is earlier.

Where no goods are being returned, refunds will be issued within 14 days of the relevant cancellation notification.

Refunds will normally be made using the original payment method unless otherwise agreed.

Your bank or payment provider may require additional time to display the refund.

Refunds for faulty or non-conforming goods will be handled in accordance with applicable statutory rights.

11. International Orders

Marianne's welcomes customers from selected international destinations.

Customers may be responsible for customs duties, import taxes and handling charges imposed by their destination country.

Where an international order is returned or cancelled, customs duties or import taxes paid directly to customs authorities or delivery providers may need to be reclaimed from those organisations.

Customers outside the United Kingdom may have additional mandatory consumer rights under the laws applicable to their purchase.

Nothing in this policy excludes or restricts rights that cannot legally be excluded.

12. Purchases at Launch Events and Other In-Person Sales

We are delighted to welcome customers to Marianne's launch events and other in-person selling occasions.

Purchases made in person at business premises generally do not carry an automatic statutory right to a refund simply because a customer changes their mind.

Different cancellation rules may apply to certain contracts concluded away from business premises, depending on the circumstances.

Regardless of where a purchase takes place, customers retain their statutory rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

Any additional voluntary exchange or returns arrangements offered at an event will be communicated at the time of purchase.

13. Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes, restricts or affects any statutory consumer rights that cannot legally be excluded.

14. Contact Us

If you have any questions about returns, refunds, cancellations or a particular order, please contact us.

Marianne's

Business Proprietor: Marianne Duffield

Trading Name: Marianne's

Business Address: 7 Goodwood Court, Elm Rd, Wembley, Brent, London HA9 7DJ

Email: mariannesknitwear@gmail.com

We are always happy to assist and will do our best to resolve any concerns fairly and promptly.

Handcrafted with Love in the UK.