Returns Policy
At Mars The Label, we understand that sometimes purchases don’t work out as expected. If you need to return an item, please review our policy and return process below.
Return Timeframes
Items must be registered through the returns portal within 21 days of receiving your parcel to qualify for a refund. After 21 days, the portal will no longer allow you to create a return.
After registering your return through the portal, you will be given a deadline by which your parcel must be shipped. If the parcel is not shipped before this deadline, the QR code or return label will expire, and the items will no longer be eligible for return.
Refund Information
We currently offer refunds to the original payment method or store credit. We do not offer exchanges. If you would like a different size or style, you will need to place a new order.
Full refunds are available for returned items; however, original delivery costs and return shipping fees are non-refundable. When you process your return through the returns portal, the return shipping fee will be deducted from your refund once it has been processed. The return fee is non-refundable, and you will be able to view the cost when creating your return.
After registering your return through the portal, you will be given a deadline by which your parcel must be shipped. If the parcel is not shipped before this deadline, the QR code or return label will expire, and the items will no longer be eligible for return.
You will receive tracking information so you can monitor your parcel. Please note that international returns may take longer to arrive at our UK warehouse. Once we receive your parcel, please allow up to 14 days for our returns team to process it. You will be notified once your refund or store credit has been issued.
Item Condition Requirements
Please take care when you’re trying on your new items. If any items have been (but not limited to): tampered/removed tags or hygiene stickers, washed, damaged, stained, marked, broken, discoloured, or heavily fragranced.
For items purchased as part of a set, all components must be returned together in the same parcel for the return to be accepted. Mixed sizes or partial returns will not qualify for a refund. Failure to return all items together may result in the return being refused.
We reserve the right to refuse returns that do not meet these conditions.
Faulty Items
If you believe your item is faulty, please contact our Customer Service via email - [email protected] before returning your item.
Social media platforms are not monitored for customer service enquiries. If items are returned without prior approval for a fault, shipping costs will not be refunded and the item refund may be rejected.
Return Fees
You will be able to see the return fee when creating your return through the returns portal. The fee may vary depending on your location. Once the return is processed by the returns team, the shipping fee will be deducted from your refund.
Customers are responsible for all return postage costs unless advised otherwise by our returns team.
Refund Processing
You will be able to use your return tracking to monitor your return.
Once your return has been received at our warehouse, please allow up to 14 days for your refund to be processed.
You will be notified once your refund has been processed.
Return Process
To create your return please follow the link - Return Portal
In order to create your return please enter your details as shown-
Example of the Order number- MTLUSA#11111
Email - email used to place this purchase
For further assistance, please contact:
Please note our social media accounts are not used for customer service enquiries.