Return and Refund Policy

Last updated: April 9, 2026

Our Returns Policy is designed to ensure a fair and transparent process for all our customers. It does not affect your statutory rights under the Consumer Rights Act 2015. For full details of your rights regarding faulty goods, please see Section 9 of our Terms and Conditions.

Returns for Non-Made-to-Order Items

Time frame: Returns must be postmarked within 90 days of the receipt date.
Condition: Items must be in new and unused condition, with all original packaging, tags and labels attached.
Authorisation required: All returns must be authorised by our support team before being sent. Items returned without prior authorisation will be rejected. To request a return, email hello@shopmeraki.co.uk with your order number.
Restocking fee: Returns over £300 / €300 / $400 USD / $500 CAD / 2,500 DKK / 350 CHF are subject to a 10% restocking fee.
Return inspection: All returns are inspected upon receipt. Non-compliant returns will be rejected.

Returns for Made-to-Order Items

General policy: Made-to-order items are non-returnable once production has begun, as they are produced specifically for your order.
Cancellations: You may cancel a made-to-order item before production starts. Once production has started, cancellations are not accepted.
Exceptions: If a made-to-order item arrives damaged or faulty, please contact us immediately at hello@shopmeraki.co.uk. We will arrange a replacement or full refund. Items must be reported within 7 days of delivery and returned in original condition.

Return Process

Initiation: Email our support team at hello@shopmeraki.co.uk with your order number and reason for return. We will review your request and, if approved, provide a return authorisation number and shipping instructions.
Packaging: Securely pack the item in its original packaging. You are responsible for the safe return of the package. Items damaged in transit will be rejected.
Shipping address: Only use the return shipping address provided by our support team. Do not send purchases back to the distribution point.
Shipping charges: UK customers are eligible for free returns. Non-UK customers are responsible for return shipping charges. We recommend using a trackable shipping method.

Refunds

Processing time: Allow up to 30 days from receipt of your returned item for us to process your return.
Refund method: Refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear on your statement after processing.
Notification: You will be notified by email once your return has been processed.

Please note: Sale and clearance items are final sale and cannot be returned.

Important Notice for Made-to-Order Items

Rejecting shipment, failure to collect from a service point, or carrier destruction of the parcel due to non-collection will result in ineligibility for a refund.
Cancellations are accepted only before production starts.
To request a cancellation, email hello@shopmeraki.co.uk with your order number as soon as possible.

Faulty or Damaged Goods

If you receive goods that are faulty, damaged or not as described, your statutory rights under the Consumer Rights Act 2015 apply regardless of the policies above. You may be entitled to a full refund, repair or replacement depending on when the fault is reported. See our Terms and Conditions for full details.

Questions or Complaints

If you have any questions about returns, contact us at hello@shopmeraki.co.uk. If you are not satisfied with the outcome of a return, please see our Complaints Policy.