Shipping policy
Shipping Policy
Order Processing
Margene offers both ready-to-ship and made-to-order pieces.
In-stock items ship within 2 business days of order confirmation.
Made-to-order items are produced especially for you and ship within 4–5 weeks of manufacture.
Product pages will clearly indicate whether an item is in stock or made to order. We’ll keep you updated throughout the process so you know when your order is ready to ship.
Shipping Rates
UK: Free
EU: £15
Rest of World: £25
Free worldwide shipping on orders over £300
Shipping costs are calculated at checkout based on your delivery address.
Delivery Times (After Dispatch)
UK: 2–4 working days
EU: 4–6 working days
Rest of World: 6–8 working days
Once your order has been dispatched, you’ll receive an email with tracking details.
Customs & Import Duties
All UK, EU and US orders are shipped Delivered Duty Paid (DDP). This means all taxes, customs, and import duties are included - no additional charges on delivery.
For orders shipped outside the UK, EU and US, customs or import duties may be charged once the parcel reaches your country. These charges are set by local authorities and are the responsibility of the recipient.
Failed Deliveries
If delivery fails due to an incorrect address or unsuccessful delivery attempts, re-shipping costs will be covered by the customer.
Lost or Damaged Items
Margene Ltd. is not responsible for items lost or damaged in transit. However, we will do our best to assist you in resolving any issues with the courier.
Changes to Orders
Once an order has been placed, we cannot guarantee changes or cancellations prior to dispatch.
Returns Policy
Eligibility for Returns
We accept returns for faulty items.
We also accept returns within 14 days of delivery, provided the item is unworn, unused, and in perfect condition.
Return Process
To initiate a return or exchange, please email info@margene.co.uk within 14 days of receiving your order, including your order number and images of the faulty or returned item. We will guide you through the next steps.
Please send returns to:
Margene Returns
25 Burwash House
Weston Street
London, SE1 3RW
United Kingdom
Please include a note with your name, order number, and reason for return. Returns without this information may take longer to process.
International Returns
If returning from outside the UK, please clearly mark the parcel as “Customer Return” to avoid customs charges. Any duties incurred will be deducted from your refund.
Return Shipping
Customers are responsible for all return shipping costs. We recommend using a tracked service, as we cannot guarantee receipt of untracked returns. Items must be securely packaged to avoid damage during transit.
Return Restrictions
We cannot accept returns for items that have been worn, used, or are not in their original condition.
Refunds
Once your return is received and inspected, we’ll notify you by email. If approved, refunds will be processed to your original payment method within 1–3 business days.
Unaccepted Returns
If an item is returned in an unsellable condition, it will be sent back to you at your expense and no refund will be issued. Any necessary cleaning or restoration costs may be deducted from the refund.
Exchanges
As some pieces are made to order, exchanges are not always possible. If you contact us promptly, we’ll do our best to help. If an exchange cannot be accommodated, a refund will be issued excluding shipping, customs, and import duties.
The Small Print
As a small business, we kindly ask customers to cover return postage costs. Refunds are issued once items are inspected and confirmed to be in sellable condition.