Refund policy

Mariam's Collection

Quality Claims & Resolution Policy

Last updated: May 2025

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 provide a free replacement or store credit at no cost to you. Physical returns are not accepted: cross-border returns can take a long time, cost more, involve customs clearance, and may incur a second duty charge. 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.

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: Returns and exchanges are accepted only for confirmed quality issues, including defective, damaged, or incorrectly dispatched items. Change-of-mind returns or exchanges, including incorrect size or colour selected by the customer and personal-preference requests, are not accepted.

How to Submit a Quality Claim

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

Step 1 — Inspect your order upon arrival

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

Step 2 — Take clear photos or video

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

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. We typically respond within 1–2 business days.

Non-Returnable Items

The following cannot be returned under any circumstances

Custom or personalised items — special orders made to your specifications
Personal care goods — for hygiene reasons
Sale items — all discounted items are final sale
Gift cards — non-refundable

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

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.

Approved — Your Resolution Options

For confirmed quality issues, we offer the following resolutions — your choice:

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 a future order.

Bank processing time

Please allow additional time for your bank or credit card provider to process and post the refund. 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 return or your order?

email@mariam-col.com

We respond within 1–2 business days

Claim window

14 days

from delivery date