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 via our prepaid DPD returns portal for items eligible for return within mainland UK only. This excludes Northern Ireland, the Scottish Highlands, and the Channel Islands.

Mainland UK Returns

Customers in mainland UK must:

  • Process all returns through our prepaid returns portal
  • Use the tracked DPD service provided
  • Retain proof of postage and tracking information

If your return has not been delivered to our warehouse within 7 days of raising the return, please contact us at support@memree.co.uk so we can initiate an investigation with DPD.

When contacting us, you must include:

  • Your order number
  • The email address used to place the order

Please note:

  • It is the customer’s responsibility to ensure the parcel reaches us safely

Investigations with DPD cannot be initiated after 14 days from the date the return is raised (not from the drop-off date)

 

Northern Ireland, Scottish Highlands & Channel Islands Returns

For orders from these regions:

Customers must arrange and pay for return postage themselves

Returns must be sent using a tracked service

Customers must register their return with us before sending the item

You must provide:

  • Proof of postage (receipt or email confirmation)
  • A valid tracking number / link

Please note:
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.

How to Use the DPD Prepaid Returns Portal

Step 1: Enter your order number and the email address used to place the order.

Step 2: Select the item(s) you would like to return or exchange.

Step 3: Choose whether you would like a refund or an exchange.

Step 4: If you are requesting an exchange, please add a note in the comments box detailing what you would like to exchange the item for.

Step 5: If you are requesting a refund, please provide the reason for your return.

Step 6: Select the paperless QR code option. Please do not choose the paper label option, as it will not scan at the drop-off point.

Once completed, you will receive an email from DPD containing your QR code. Use this email to locate your nearest DPD drop-off point and present the QR code when dropping off your parcel.

Please ensure your QR code is scanned prior to drop off and obtain proof of postage.

Please ensure you track your return and follow its journey back to our warehouse. If your return has not been delivered to our returns warehouse, please contact us at support@memree.co.uk so we can initiate an investigation with DPD.

Returns and Exchanges 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.

Archive Collection

Please note that both the 100ml parfum + matching bodywash are a set, and must be returned unopened and still sealed if the order is returned.

late august 100ml - parfum & body wash

As part of the return, late august 100ml + late august 300ml bodywash must both be returned unopened and sealed to be eligible for a refund.

and always 100ml - parfum & body wash

As part of the return, and always 100ml + and always 300ml bodywash must both be returned unopened and sealed to be eligible for a refund.

Where possible, please reuse the delivery box your order arrived in for a safer return. Please ensure all items are returned inside a suitable postal box for transit.

Please note that products purchased from our Archive are not eligible for free returns or any exchanges.

- Customers must arrange and pay for return postage themselves.

- All returns must be sent using a tracked service, and the return must be registered with us before the item is sent back by emailing support@memree.co.uk.

Return Address

Memree Returns
Mailing & Fulfilment MK Ltd
Unit 18 Denbigh Hall
Bletchley
Milton Keynes
MK3 7QT
United Kingdom

You must provide us with:

- Proof of postage (receipt or email confirmation)

- A valid tracking number or tracking link

Please note:
Returns sent without valid tracking confirmation may not be eligible for investigation or 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.