Refund policy

Mariam's Collection

Quality Claims & Resolution Policy

Last updated: November 2026

Our Quality Promise

We stand behind the quality of every item we make. If an item arrives with a manufacturing defect or damage, please contact us within 14 days of delivery and provide clear photos or video showing the issue. Once the quality issue is verified, we will send a free replacement or issue store credit at no cost to you. If neither works for you, a refund is available on request. You won't need to send the item back. Issues unrelated to product quality—including change of mind, personal preference, normal wear, misuse, or an incorrect size or colour selected by the customer—are not covered. Customers in the EU and UK also have a statutory 14-day right of withdrawal, explained below.

14-Day Quality Claim Window

You have 14 days from the date of delivery to report a quality issue.

COVERED

We Cover — Quality Issues

  • Item arrives defective or damaged
  • Wrong item received (wrong colour dispatched, wrong style, or components missing)
NOT COVERED

Not Covered — Change of Mind

  • Ordered wrong size or colour
  • No longer want the item
  • Personal preference
Please note: Replacements, store credit and refunds under this policy are offered only for confirmed quality issues — defective, damaged, or incorrectly dispatched items. Change-of-mind requests, including an incorrect size or colour selected by the customer, are not covered by this quality policy. Customers in the EU and UK can still use their statutory right of withdrawal (see below).
Parcel lost, stolen or damaged in transit? This is handled under Shipping Protection — see our Shipping Policy. Manufacturing defects are handled under this policy.



How to Submit a Quality Claim

Please act quickly — claims must be submitted within 14 days of delivery.

1

Step 1 — Inspect your order upon arrival

Check your item carefully as soon as it arrives. Do not discard the original packaging.

2

Step 2 — Take clear photos or video

Capture the defect, damage, or incorrect item clearly. Photos and video are required to process your claim.

3

Step 3 — Email us within 14 days

Send your order number, a description of the issue, and your photos/video to email@mariam-col.com, or submit online through our Return Center. We typically respond within 1–2 business days.




EU & UK Customers: 14-Day Right of Withdrawal

If you live in the EU or the UK and buy from us as a consumer, you can withdraw from your purchase within 14 days of receiving your order, without giving a reason.

  • How to withdraw: email us at email@mariam-col.com within 14 days of delivery with your order number and the items you wish to return. A clear message is enough, or you can use the model form below.
  • Sending items back: return the items within 14 days of telling us, to the return address we provide. Please pack them securely and use a tracked service.
  • Return shipping: our warehouse is outside the EU and UK, so returns are sent by international post. The cost of returning the items is paid by you, and parcels must be sent with postage fully paid.
  • Your refund: we refund the price of the returned items, plus the original standard delivery charge if you paid one, to your original payment method within 14 days of receiving your request. We may wait until the items arrive or you send proof of postage, whichever comes first. Any extra cost for choosing a faster delivery option than our standard one is not refunded.
  • Condition: you may try items on as you would in a shop. If items are worn, washed, altered or have their tags removed, we may reduce the refund to reflect the loss in value.
  • Exceptions: custom or personalised items, and hygiene goods that have been unsealed after delivery.
Model withdrawal form (complete and send only if you wish to withdraw)
To: Ecamel LLC, trading as Mariam's Collection, 1500 N Grant St, Ste N, Denver, CO 80203, US · email@mariam-col.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ________
Ordered on ________ / received on ________
Name of consumer(s): ________
Address of consumer(s): ________
Date: ________



Final Sale Items

The following items are final sale
  • Custom or personalised items — special orders made to your specifications
  • Personal care and hygiene goods — once unsealed after delivery
  • Items marked Final sale — including our Last Chance collection
  • Gift cards — non-refundable

Quality issues on final sale items are still covered. Final sale does not limit the EU & UK right of withdrawal above, except for custom items and unsealed hygiene goods. If you are unsure whether your item qualifies, please contact us before placing your order.




Order Cancellations

Important order notes

Once shipped

Orders that have already been dispatched cannot be cancelled. Please contact us as early as possible if you need to make changes.

Pre-orders & out-of-stock

Pre-order and out-of-stock items will experience delayed shipment as indicated on the product page.




Claim Resolution

What happens after we approve your claim
1

Review

We evaluate your submitted photos and evidence within 1–2 business days and notify you of the outcome by email. Most cases are resolved within 5–7 business days of your claim submission.

2

Approved — Your Resolution Options

For confirmed quality issues, we'll resend the item or issue store credit. If neither works for you, a refund to your original payment method is available on request.

Free Replacement

We resend the affected item at no cost to you.

No Physical Return Required

We do not ask customers to return the item. This avoids prolonged cross-border transit, high return-shipping costs, customs-clearance difficulties, and potential second duty charges.

Store Credit

Issued to your account and usable on any future order.

3

Receiving your resolution

Store credit is issued to your account once your claim is approved, and replacements are dispatched with tracking. If more than 10 business days have passed since approval and you have not received your store credit or resend confirmation, please contact us.




We're always improving

Our current policy reflects our operational stage as we ship directly from our production facility. As we grow, we are committed to continuously improving our service — including expanding return and exchange options. Thank you for being part of our journey.

Questions about a claim or your order?

email@mariam-col.com

We respond within 1–2 business days

Claim window

14 days

from delivery date