Refund policy

Cancellation Policy

Last Updated: June 2026

At Mary & Lenor London, we understand that circumstances may change shortly after placing an order. We aim to process all orders quickly while providing fair cancellation options for our customers.

Cancellation Timeframe

If you wish to cancel your order, please contact us within 12 hours of placing your order.

During this period, your order will typically not have entered the processing stage, making cancellation possible.

Orders Already in Processing

After the 12-hour cancellation window has passed, your order may already be:

  • Processed

  • Packed

  • Prepared for shipment

  • Handed over to the shipping carrier

Once an order has reached any of these stages, cancellation cannot be guaranteed.

If your order can no longer be cancelled, we kindly ask that you wait until it has been delivered. You may then request a return in accordance with our Return & Refund Policy.

How to Request a Cancellation

To request an order cancellation, please contact our customer support team as soon as possible:

Email: support@marylenorlondon.co.uk

Please include:

  • Your order number

  • The name used for the order

  • Your cancellation request

Customer Support

Our team is committed to providing excellent customer service and will do our best to assist you with your request.

If you have any questions regarding this Cancellation Policy, please contact us at:

Mary & Lenor London
Email: support@marylenorlondon.co.uk

Thank you for shopping with Mary & Lenor London.

Return & Refund Policy

Last Updated: June 2026

At Mary & Lenor London, customer satisfaction is important to us. Please read this policy carefully before making a purchase, as it outlines your rights and responsibilities regarding returns, refunds, and exchanges.

Returns

Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and unworn

  • Be in its original packaging

  • Be in the same condition that you received it

  • Include all original tags and accessories where applicable

For products where hygiene is important, items must be thoroughly cleaned before being returned.

Unfortunately, we cannot accept returns requested more than 30 days after delivery.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Underwear

  • Lingerie

  • Opened or unsealed hygiene products

  • Personal care items where the protective seal has been removed

Damaged Through Use

We are not responsible for damage resulting from:

  • Improper use

  • Negligence

  • Accidental damage

  • Normal wear and tear

  • Failure to follow product care instructions

Our return policy covers manufacturing defects only.

How to Request a Return

To initiate a return, please contact us at:

Email: support@marylenorlondon.co.uk

Please include:

  • Your order number

  • Reason for the return

  • Clear photographs of the item (if damaged or defective)

  • Your contact details

Our support team will review your request and provide return instructions if your return is approved.

Refunds

Inspection Process

Once your return has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method.

Please allow up to 30 business days for the refund to appear in your account, depending on your payment provider.

Missing Refunds

If you have not received your refund after 30 business days:

  1. Check your bank account again.

  2. Contact your credit card provider, as processing times may vary.

  3. Contact your bank.

If you still have not received your refund, please contact us at:

support@marylenorlondon.co.uk

Return Shipping Costs

Customers are responsible for all return shipping costs.

We strongly recommend using a tracked shipping service, as Mary & Lenor London cannot be held responsible for returned items lost in transit.

Shipping costs paid at checkout are non-refundable unless required by applicable consumer protection laws.

Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately.

Depending on the situation, we may:

  • Send a replacement free of charge

  • Offer a refund

  • Provide an alternative resolution at our discretion

Photographic evidence may be required before a replacement or refund is approved.

Order Cancellations

Orders may be cancelled within 12 hours of purchase.

After this period, orders may already be in processing or prepared for shipment and cancellation cannot be guaranteed.

Please refer to our Cancellation Policy for complete details.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Mary & Lenor London
Email: support@marylenorlondon.co.uk

We are always happy to assist you.