Refund policy
Returns & Exchanges
We make returns simple, and your included 2ml sample is always yours to keep.
If you’re not completely in love with your order, you can return or exchange eligible items within 14 days of receiving them.
All items must be returned in unused, original, and resalable condition with all packaging, seals, and cellophane intact.
Returns & Liability
We offer free returns on items eligible for return, across mainland UK only. Customers in mainland UK must ensure that all return parcels are processed through our prepaid returns portal and sent using the provided tracked service. Proof of postage and tracking information must be retained.
If, after 7 days from raising your return, your parcel has not been delivered back to our warehouse, please email support@memree.co.uk so that we can initiate an investigation with DPD on your behalf. When contacting us, you must include your order number and the email address used to place the order.
It is the customer’s responsibility to ensure that the return parcel reaches us safely. Please note that lost or delayed return parcels cannot be investigated with our chosen courier, DPD, in accordance with their standard terms and conditions , after 14 days from the date the return is raised through our returns portal (please note that this 14-day period does not commence from the date of drop-off).
Any lost or delayed returns must be supported by valid proof of drop off (either e-mail confirmation or receipt) and tracking via the prepaid DPD returns portal.
For returns sent from Mainland UK, and Northern Ireland, customers must retain a valid postal receipt or e-mail confirmation, and tracking number. Returns without valid tracking confirmation may not be eligible for investigation, refund, or exchange.
How It Works
Mainland UK Returns & Exchanges with DPD
Start your return or exchange through our Returns Portal.
You’ll receive an email with a prepaid return QR code (to scan at the drop-off point)
Returns are typically processed within 14 days of receipt.
Northern Ireland, Scottish Highlands, and the Channel Islands Returns & Exchanges
Returns from Northern Ireland, the Scottish Highlands, and the Channel Islands are not covered by our standard return service. Customers returning items from these locations will need to arrange and pay for their own return shipping.
Step 1: Register Your Return
Before sending your item back, you must register your return with our customer care team.
Please email support@memree.co.uk and include:
- Order number
- Item(s) you are returning
- Reason for the return
- Whether you would like an exchange or a refund
Our team will confirm your return once it has been registered.
Step 2: Send Your Return
Once your return has been registered, please send your parcel to the address below.
Please ensure you include your order number inside the parcel, along with the returns address, in case the parcel or outer label is damaged during transit.
If you are requesting an exchange, please also include the name of the item you would like instead.
Return Address
Memree Returns
Mailing & Fulfilment MK Ltd
Unit 18 Denbigh Hall
Bletchley
Milton Keynes
MK3 7QT
United Kingdom
Important Information
- Customers are responsible for arranging and paying for return shipping from these regions.
- We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
- Once your return is received and inspected, we will process your refund or exchange accordingly.
Eligibility
To be eligible for a return or exchange:
- The product must be unused, unopened, and in its original packaging
- All cellophane wrapping and seals must be intact
- The item must be in resalable condition
- The request must be made within 14 days of delivery
Returns that do not meet these conditions will not be accepted.
What Can You Return or Exchange?
Parfums
Returns: Accepted within 14 days if unopened and sealed in the original cellophane wrapping.
Exchanges: One free exchange per order within 14 days in the same unopened condition.
After receiving an exchanged item, you have 14 days to request a return.
Discovery Set
The Memree Discovery Set (£20) is non-returnable and non-refundable, as it contains unsealed perfume samples.
With your Discovery Set purchase, you will receive a £20 credit redeemable against the purchase of one 100ml parfum. Your unique credit code and redemption instructions will be sent to you by email.
Credit terms
The £20 credit is valid for 14 days from the date of delivery of the Discovery Set. After this period, the credit will expire and cannot be extended.
The credit is redeemable exclusively on 100ml parfums and cannot be applied to other products.
The £20 credit may be redeemed only on parfums included in the Discovery Set at the time of purchase and cannot be used on parfums launched after the Discovery Set has been purchased, including by way of exchange.
Body Wash
Non-returnable if purchased.
Free Bodywash Promotion - Returns Policy
Orders that qualify for the Free Bodywash with purchases of £120 or more are subject to the following return conditions:
Full Order Returns
If the entire order is returned for a refund, the free bodywash must also be returned unopened and still sealed.
Partial Returns
If one or more items are returned and the remaining order value still totals £120 or more, the free bodywash may be retained.
Exchanges
If qualifying items are returned for an exchange, the free bodywash may be retained provided the final order value after the exchange remains £120 or more.
Promotion Eligibility
If returning items for a refund reduces the final order value below £120, the free bodywash must be returned unopened and still sealed or its value of £25 will be deducted from the refund.
Condition of Returned Free Bodywash
If the free bodywash is returned opened or unsealed, a £25 deduction will be applied to the refund.
Hand Care (Hand Wash & Hand Lotion)
Due to hygiene reasons, these products are non-returnable and non-exchangeable.
This is clearly noted on the product page before adding to cart.
Candles
We’re happy to offer refunds or exchanges on our candles, provided they meet the conditions below.
Return Conditions
To be eligible for a return or exchange, candles must:
- Be returned in their original 2-part presentation box
- Have the protective foam insert placed over the candle inside the box
- Be unused, unlit, and not tampered with
- Be in fully resaleable condition
- Be returned within 14 days of delivery
We are unable to accept returns or exchanges if the candle has been lit, used, or is not returned with the full original packaging.
Exchanges
If the above conditions are met, you may request an exchange for another candle.
Important
Returns that arrive without the original presentation box and foam insert, or where the candle shows any signs of use or tampering, cannot be accepted and will be arranged be returned to the sender.
If you have any questions before arranging a return or exchange, please contact our support team at support@memree.co.uk within 14 days of delivery and we’ll be happy to help.
Damaged or Missing Items
If your order arrives damaged or with missing items, you must notify us at support@memree.co.uk within 3 days of delivery.
Reports made after this period may not be eligible for investigation, replacement, or refund, as we are unable to verify the condition of items after receipt.
Please include in your email:
-
Your order number
-
A brief description of the issue
-
Clear photos (or videos, if requested) of the contents received, any damaged items, and all packaging
This allows us to assess your claim quickly and arrange a suitable resolution.
Faulty Items
If your item develops a fault after delivery, please contact us within 30 days.
Claims made after this time may not qualify for assessment or resolution.
When reporting a fault, include your order number, a description of the issue, and clear supporting photos or videos.
Packaging Retention and Fault Investigations
Please retain all original packaging, materials, and inserts from your order.
If you need to return a product due to a suspected fault, we require the item along with its original packaging to properly inspect and verify the issue.
Memree is not liable to provide replacement packaging for returns.
It is the customer’s responsibility to ensure the product is securely packaged for return.
If packaging is missing or insufficient, we may be unable to complete a fault investigation or issue a replacement or refund.
Refunds and Processing Times
Refunds are processed to your original payment method within 14 days of receiving and inspecting the return.
Once your refund is processed, you’ll receive a confirmation email. Refunds may take up to 5 working days to appear in your account, depending on your payment provider.
Exchanges are shipped within 7 days, subject to availability.
If your requested item is out of stock, we will contact you with suitable alternatives.
Order Discrepancies
If your order arrives incomplete or incorrect, please contact support@memree.co.uk within 3 days of delivery so our team can assist you.
Unsellable Returns
Returned products must be in resalable condition, with all original packaging and seals intact.
If an item is returned in an unsellable condition, such as a parfum with the cellophane removed, no refund will be issued.
You will be notified by email and may choose to have the item returned to you for a £10 shipping fee.
Although we arrange the shipment, the return shipping is paid by you, and you are responsible for the parcel once it has been dispatched.
If payment for return shipping is not made within 30 days, the product will be safely discarded.
Right to Refuse Returns
Memree reserves the right to refuse any return or exchange that does not meet the conditions stated above. Items received outside of the stated return windows, or in a used, damaged, or altered condition, will not be accepted.