Refund policy

Last updated: 18 September 2026

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel most orders for any reason. You have 14 days from the day you receive your goods to tell us you are cancelling, and a further 14 days to send them back.

To cancel, email service@mavellerow.com with your order number and the words "I am cancelling my order". You do not have to give a reason. We will confirm by email and send you the returns address.

You may handle the goods as you would in a shop — try a garment on, but do not wear it out. If the goods are used beyond that and their value is reduced, we may deduct that reduction from your refund.

Our 30-day return window

On top of your statutory right, we accept returns for up to 30 days from delivery. Items must be unworn and unused, in their original packaging, with all tags still attached.

What cannot be returned

• Personalised or made-to-order items
• Items sealed for hygiene reasons, once the seal is broken
• Gift cards

This does not apply if the item is faulty or not as described.

Faulty or misdescribed items

If an item is faulty, damaged on arrival or not as described, you have the right under the Consumer Rights Act 2015 to reject it within 30 days for a full refund. We pay the return postage in these cases. After 30 days you are entitled to a repair or replacement, and to a partial refund if that is not possible.

Email service@mavellerow.com with your order number and photographs, and we will arrange the return at our cost.

How to return something

1. Email service@mavellerow.com with your order number and what you are returning.
2. We reply within one working day with a returns reference.
3. Pack the item securely, write the returns reference on the outside, and send it using a tracked service.
4. Email us the tracking number.

Please do not send anything back before contacting us — unannounced parcels take much longer to match to an order.

Returns address

LUMEN STAR LTD
Office 15733, Initial Business Centre, Unit 7, Wilson Business Park, Manchester M40 8WN, United Kingdom

Please include your returns reference. Do not send returns to any other address.

Return postage

You pay the cost of returning goods unless the item is faulty, damaged, or not what you ordered. We recommend a tracked service, because you are responsible for the parcel until it reaches us.

Refunds

We refund within 14 days of receiving the goods back, or of proof that you have sent them, whichever is sooner. Refunds go to your original payment method.

We refund the price of the goods plus the standard delivery charge you originally paid. If you chose express delivery, we refund the standard rate. Where only part of an order is returned, the original delivery charge is not refunded.

If your order qualified for free delivery because it contained 2 or more items, and a return takes it below that threshold, we deduct the standard £6.99 delivery charge from your refund.

Exchanges

We do not process exchanges directly. Return the item for a refund and place a new order — it is faster than an exchange in almost every case.

Questions

Email service@mavellerow.com. We reply within one working day, Monday to Friday.