Delivery & Returns

DELIVERY TERMS


STANDARD DELIVERY

  •  A shipping fee of £3.95 applies to orders under £50. The estimated delivery time is 2-5 working days.
  • Orders over £50 qualify for FREE Standard Delivery, with an estimated delivery time of 2-5 working days.
    All estimated delivery times are approximate and subject to reasonable delays due to unforeseen circumstances.

 

 

RETURNS POLICY

General Terms:

  1. Eligibility:
    • Customers have the legal right to return items within 14 calendar days from the date of receipt, in accordance with the UK Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013.
    • Items must be unused, in their original packaging, and in a resalable condition, unless the item is faulty or not as described.
  2. Exclusions:
    • Certain items are excluded from the returns policy for hygiene reasons, or by their nature (e.g., perishable or disposable items). Contact our Customer Care Team at store@mstore.co.uk for clarification.

Return Process:

  1. Please notify Mstore of your return request within 14 days by logging into your account and submitting the request.
  2. Once reviewed by our Customer Service Team, you'll receive a confirmation email with a link to our Royal Mail portal to generate a return label or QR code. You can also arrange for collection if needed. The return cost of £3.95 will be deducted from your refund.
  3. Pack your items securely, include your order number and name, and use the label or QR code at the Post Office. If you opt for collection, the courier can provide the label if required.

 

Refunds:

  • Refunds will be processed to the original payment method within 14 days of Mstore receiving and inspecting the returned item(s).

 

Faulty or Damaged Products

  1. Within 14 Days of Receipt:
    • Faulty or damaged items reported within 14 calendar days are eligible for a full refund or replacement at no additional cost.
  2. Beyond 14 Days (up to 12 Months):
    • Items with a manufacturing defect reported after 14 days but within 12 months may qualify for a replacement or refund if a replacement is unavailable.
    • Items damaged through misuse, accidental damage, or improper handling are not eligible for refunds or exchanges.
  3. To report a fault, email store@mstore.co.uk with your order details and a description and image of the issue.

 

Duplicate or Incorrect Items

  • If you receive an incorrect or duplicate item due to an error on our part, please notify us immediately by emailing store@mstore.co.uk. We’ll provide a pre-paid returns label free of charge.

 

Cooling-Off Period

  1. The legal cooling-off period under the Consumer Contracts Regulations allows you to cancel your purchase within 14 calendar days from the day after you receive your goods.
  2. If the order includes multiple items delivered on different dates, the cooling-off period ends 14 calendar days after the last item is received.
  3. Customers must notify Mstore within this period to exercise their right to cancel and return items.

 

Limitations and Conditions

  • Returns submitted outside the 14-day cooling-off period are not eligible for refunds or exchanges unless the item is faulty or not as described.
  • Refunds are contingent on the returned item meeting the resalable condition requirements.
  • Mstore reserves the right to refuse refunds or exchanges for items returned without authorisation or in an unsatisfactory condition.

 

Contact Information

  • Account log-in: click here
  • Customer Service Email: store@mstore.co.uk
  • This policy does not affect your statutory rights.