Returns & Exchanges
At Mardo, we strive to ensure your complete satisfaction. If you need to return any item(s), please follow the steps below.
Returning or Exchanging Your Purchase
If you’re not entirely happy with your purchase, you can return the item(s) to us in their original, unworn condition within 14 days of receipt. Upon receiving the returned item(s), we’ll process your refund or exchange based on your preference.
Please Note:
- Items purchased on sale or with a discount voucher are only eligible for an exchange or gift card.
- All prescription eyewear sales are final and cannot be refunded. Please ensure you’ve reviewed the frame measurements and style before placing your order.
- Mardo reserves the right to refuse returns if the item(s) are not sent back in their original condition or deemed “Non-Faulty.” We will notify you via email or phone if this applies.
Important Details:
- Shipping Costs: Mardo does not provide prepaid return labels. Customers are responsible for the shipping cost of returning items.
- Responsibility: The returned item(s) remain your responsibility until they reach us. For international returns, please clearly mark the package as “RETURN.”
- If the item(s) you received are faulty, you’ll need to cover the return shipping initially, but we’ll reimburse the original shipping cost once we receive and confirm the fault.
Return Address:
Please include the completed returns form with your item(s) and send them to:
Mardo Returns
TBC
Faulty or Incorrect Items
- Faulty Items: If your order is faulty, contact our customer service team with your order number, name, address, details of the issue, and whether you’d prefer a refund or replacement. You have 14 days from receipt of the item to report and return it. Allow 7-10 business days for processing.
- Incorrect Items: If you’ve received an incorrect item, please reach out to our team with the same details as above, and we’ll guide you on how to proceed.
Delayed Orders
If your order hasn’t arrived within 7 days of dispatch, please contact us, and we’ll assist you.
Returns Due to Incorrect Address or Unpaid Customs Duty
- Incorrect Address: If an order is returned due to an incomplete or incorrect address, we’ll notify you via email to repay the shipping fee. If payment isn’t received within 14 days, we’ll issue a gift card for the value of the order.
- Customs Duty: If an order is returned due to unpaid customs taxes, a gift card will be issued for the original order value (minus shipping). You can use the gift card to reorder.
