Returns Policy


The registered company address of Maggie Semple Limited is 4 Goodwin’s Court, off St Martin’s Lane, London WC2N 4LL

We hope you will be very pleased with your purchase. If you are not satisfied with your purchase, you are more than welcome to return or exchange any items ordered within 14 days, starting the day you receive your parcel.

All items should be returned unused, in a resalable condition, with the original packaging and branded labels attached. For your return to be accepted, you must make sure there are no fragrance trace or marks and that the item is in perfect condition.

Change or cancel an order

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.

If you’d like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 020 7836 6001 between 10am and 5pm, Monday to Friday, or email us here. Please be ready to quote your order number and order date. 

If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products. There are some products which we cannot cancel, refund or exchange, including made-to-measure items. Please see below for more details.

Following the Consumer Contracts Regulations 2013 when you buy online or by phone:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

• Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned.

• If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

• To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

• You can cancel by email:, or call 020 7836 600.

• If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

• We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Missing, incomplete or damaged orders

If your order hasn’t arrived, or arrives incomplete or if your order has been despatched but hasn’t arrived within the expected time period, please email our Customer Services team, or call us on 020 7836 6001 between 10am and 5pm, Monday to Friday. If you’ve more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven’t received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, follow our Returns procedure or call us on 020 7836 6001.

UK Returns procedure

You can Return or Exchange your item via Royal Mail.

Simply fill in the Returns Form included in your delivery package and place it inside your parcel.

Pack your return securely and use the address details provided on your Returns Form.

Take your return to the Post Office. Remember to ask the Post Office for your proof of posting and retain it for your reference until you have received your refund.

If you have not received or have misplaced the returns form, simply let us know.

European Union and International Returns and Exchanges

We do offer a 14 day period to our European Union and International customers (including Channel Islands and the Republic of Ireland).

Please use the Returns address provided on your Returns Form. To ensure swift delivery through UK Customs please ensure you mark the customs declaration on your returned package as “RETURNS” or we will be charged duty & VAT on your returned item, which we reserve the right to deduct from your refund. Remember to enclose your returns form in your parcel and pack your return securely.

If you need help identifying an appropriate parcel carrier for shipment of your return back to the UK, please contact us. We will be more than happy to help you using our own experience of global parcel carriers.

Refund policy

We want you to be happy with your purchase. If you’re not, just return the product to us following the instructions above, and we’ll exchange or refund it. Please see below for products excluded from this policy.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. 

Products not eligible for cancellation, refund or exchange

We can’t offer refunds or exchanges, unless faulty or not as described on made to order products such as our made to measure service.

Where a product has been specially ordered for you, unless faulty, we’re unable to refund or offer an exchange. We’re unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We’ll make this clear when you place your order.

This does not affect your statutory rights.

Proof of purchase

If you return a product for refund but don’t have your original receipt, order confirmation or delivery note, we will give you gift vouchers to the value of the current selling price. Ordinarily we’ll refund the original debit, credit or charge card used to purchase.

Condition of returns

It’s important that all items must be returned in a saleable condition unless faulty, so please take reasonable care of them.


Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire agreement

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Maggie Semple Ltd and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.


The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.