ReturnsEXCHANGES & RETURNS
We want to do all we can to ensure you are happy with your purchase. If you would like to return or exchange your purchase please follow the below guide.
You have 14 days from receipt of your order to decide whether you would like to return your purchase for either an exchange or refund.
Please follow the below Returns procedures;
Send an email to our team at email@example.com with ‘Return Request’ and your order number in the subject line. Please include the name of the product you would like to return/exchange, the size, colour and the reason for your return (all feedback much appreciated!) We will then provide you with a Returns Code and Returns form to complete.
Please fill out the Returns form, tick the item you are returning and whether you require an exchange for an alternative size/style or whether you would like a full refund.
Placed the unworn item(s) and form into the original packaging.
Return your order to the address provided on your Returns Form.
We will email you once we have received your Exchanges & Returns and notify you of when the exchange will get sent back out, or when your purchase will be refunded.
OUR RETURNS POLICY
All returns must be made with 14 Days of receiving your order.
Returns or exchanges can only be accepted if the garments are returned in their original packaging in a re-saleable condition.
We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer.
All return postage costs are your responsibility.
We recommend you use Special delivery Royal Mail where goods are insured unto £500 and shipment is trackable.
Please retain a copy of your proof of postage certificate and ensure that the goods are adequately covered for compensation.
Main Story will not be responsible for any returned items lost in the post.
Refunds will be made against the original payment method.
Please note that the original shipping cost for international sales will not be refunded.
We aim to process refunds within 7-10 working days.
Please be aware your bank may take a further 7 days to show the transaction on your account, therefore we ask you to allow up to 21 days from the date shown to receive your refund.
Discounted or promotional items cannot be returned and are non-refundable, although may be exchanged for same value goods.
For further information on Delivery, Exchanges and Returns, please refer to our Terms and Conditions section of the website.
If your product is faulty, please follow the instructions as above for returns.
Products returned to us, by you, due to a defect will be refunded in full, including a refund of the delivery charges and any cost incurred by you in returning the item to us. In the event of a fault, please follow the general returns procedure, and define the item as Faulty (reason C). Goods are faulty if they are received damaged or where a manufacturing fault occurs.
Items that are damaged as a result of normal wear and tear will not be considered faulty and will be returned to you with no refunds issued.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that it can only be replaced for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If the item cannot be repaired or the same product is not available, you are entitled to a full refund.
DISTANCE SELLING REGULATIONS
Under the United Kingdom’s Consumer Protection (Distance Selling) Regulations 2000 (DSR) you are entitled to cancel your order for any item(s) purchased from Main Story for a full refund within 7 days of receipt of the items. Order cancellations made under the Regulations must be made in writing, quoting your name, address and order number, within 7 days of delivery of your item(s) by email to firstname.lastname@example.org
Upon receipt of your notice to cancel the contract, Main Story will send you a Returns Code. This code must be input on the Returns From, and this form must be included in with the returned items. Once you have cancelled your order, the goods should be returned to the address as detailed on the returns form, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us; we therefore recommend that you send via a secure delivery method and retain proof of postage. You will be liable for the cost of returned items and the shipment costs will be refunded to you upon processing receipt of the returned items. This policy does not affect your statutory rights.