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Refund policy
Overview
At The Mabel, operated by AD Ecom BV, we want you to feel confident with every purchase. This policy outlines the conditions under which returns and refunds are accepted, and is designed to be transparent, fair, and compliant with applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
By completing a purchase on our website, you confirm that you have read, understood, and agreed to the terms of this Refund and Return Policy. This acknowledgment is referenced at checkout and included in every order confirmation email.
Return Window
You may request a return within 14 calendar days of the confirmed delivery date, as recorded by the tracking carrier. Under the Consumer Contracts Regulations, you also have the right to cancel your order within 14 days of receiving it, without providing a reason.
Return Eligibility
To be eligible for a return and refund, items must meet all of the following conditions:
Unworn, unwashed, and unused
In original condition with all original packaging and tags intact
Return request submitted within the 14-day return window via email
Items that do not meet these criteria may be refused or subject to a restocking fee at our discretion.
Non-Returnable Items
The following items are not eligible for return or refund:
Lingerie, swimwear, and bodysuits (for hygiene reasons)
Items marked "Final Sale" or "Clearance"
Gift cards
Sizing and Product Expectations
We strongly recommend reviewing our Size Guide before placing your order. As with all apparel, a measurement variation of 1–3 cm (+/-) may occur due to the manual nature of garment production. This is an industry-standard tolerance and does not constitute a defect.
Please note that minor variations in perceived colour, fabric texture, or appearance due to screen resolution, lighting, or device settings are not considered defects or grounds for return.
How to Initiate a Return
Step 1 – Contact Us
Email us within the 14-day return window with the following:
Your order number
The item(s) you wish to return
A brief reason for the return
Photos of each side of the item(s)
We will respond within 1–2 business days with return instructions. Returns sent without prior authorisation will not be accepted.
Step 2 – Return Shipping
Once your return is approved, securely package the item(s) and ship them to the address provided. Please note:
Return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked shipping service. We are not responsible for items lost in return transit.
If your item arrived damaged or defective, we will cover return shipping costs.
Step 3 – Refund Processing
Once we receive and inspect the returned item, we will email you a confirmation. Approved refunds will be processed to your original payment method within 7–14 business days. Please note:
Original shipping fees are non-refundable, except where you are cancelling under the Consumer Contracts Regulations.
Alternative Resolution: Partial Refund or Store Credit
In the interest of sustainability and customer convenience, we offer a partial refund or The Mabel store credit as an alternative to a physical return — particularly for international customers where return shipping costs may be significant.
If you are unsatisfied due to fit, style, or general expectations, you may keep the item and receive a partial refund or store credit. Please mention this preference in your return request and our team will assist you.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery via our Contact Form with:
Your order number
Clear photos of the item and the defect
We will offer a resolution in the form of a replacement, full refund, or store credit. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund for goods that are faulty or not as described. Claims submitted beyond 48 hours may experience delays in resolution.
"Not as Described" Claims
If you believe your item is materially different from what was advertised, please contact us with photos and a detailed explanation. Please note:
Minor colour variation due to screen settings is not considered "not as described."
Measurement variations of 1–3 cm are within accepted manufacturing tolerances and are not defects.
Subjective dissatisfaction (e.g., "I don't like the fabric") does not constitute a valid "not as described" claim.
In cases where we confirm a clear manufacturing defect or fulfilment error, we will resolve the issue with a full refund, replacement, or store credit in accordance with your rights under the Consumer Rights Act 2015.
Delivered but Not Received
If your tracking information confirms delivery but you have not received your package, we recommend:
Contacting your local carrier to file a formal non-delivery or missing package claim.
Obtaining a claim reference number from the carrier.
Checking with neighbours, building management, or household members.
Filing a police report if theft is suspected.
We are unable to issue refunds or replacements for packages confirmed as delivered unless the carrier formally acknowledges a delivery error following a completed investigation.
Return-to-Sender Orders
If a package is returned to sender due to an incorrect address, refused delivery, or unclaimed status, the following conditions apply:
Refunds will only be issued once the item is returned to our facility.
A 25% restocking fee will be deducted from the refund amount.
Original shipping fees are non-refundable.
We strongly encourage you to verify your shipping address carefully before placing your order.
Chargebacks and Dispute Resolution
We encourage you to contact us directly before filing a chargeback or dispute with your bank or payment provider. We are committed to resolving issues promptly and fairly.
If a chargeback is filed, we will provide your issuing bank with all relevant documentation, including our refund policy, order confirmation, tracking information, and any customer support communications. Customers who file chargebacks without contacting us first may be restricted from future purchases.
You also have the right to refer unresolved disputes to an Alternative Dispute Resolution (ADR) scheme or to the Citizens Advice consumer helpline.
Refund Timelines
Refunds are processed within 7 business days after the returned item is received and inspected.
Refunds are issued to the original payment method used at checkout.
A confirmation email will be sent once the refund has been processed.
If your bank or card issuer has not reflected the refund after 14 business days, please contact them directly.
Contact Us
If you have any questions about this policy or wish to initiate a return, please get in touch:
Email: contact@the-mabel.com Tel: +447853148140 Company: AD Ecom BV
