Order and Returns Information

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 +44 (0)131 225 8023 between 9am-6pm. 7 days a week, or email us quoting 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. You can also of course return them to a Marchbrae store by hand.
• There are some products which we cannot cancel, refund or exchange, including jewellery and made-to-measure items.

Track your order

To check your order status, just click on the Your account link at the top of the page, sign in and then View orders.

• Order received means your order hasn't been processed yet.
• Order processing means your order could be at any point between the store receiving it and despatching your goods.
• Despatched means your order has left our store. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the store.
• Cancelled means your order has been cancelled either by you or us.

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on +44 (0)131 225 8023 between 9am-6pm. 7 days a week.

Your purchase history

To find out more information on your past orders, please sign into your account.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into Your Orders here. 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 +44 (0)131 225 8023 between 9am-6pm. 7 days a week.

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.

Order and Returns Information

Change or cancel an order

• 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 +44 (0)131 225 8023 between 9am-6pm. 7 days a week, or email us quoting 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. You can also of course return them to a Marchbrae store by hand.
• There are some products which we cannot cancel, refund or exchange, including jewellery and made-to-measure items.

Track your order

To check your order status, just click on the Your account link at the top of the page, sign in and then View orders.

• Order received means your order hasn't been processed yet.
• Order processing means your order could be at any point between the store receiving it and despatching your goods.
• Despatched means your order has left our store. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the store.
• Cancelled means your order has been cancelled either by you or us.

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on +44 (0)131 225 8023 between 9am-6pm. 7 days a week.

Your purchase history

To find out more information on your past orders, please sign into your account.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into Your Orders here. 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 +44 (0)131 225 8023 between 9am-6pm. 7 days a week.

If you've more than one item on your order, please bear in mind that products may be sent to us 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.

Returns procedure

Returns can be made through either of these options:

1. Returns via Royal Mail or courier

• Use our online returns form to tell us about the product you want to return
• Please include: order number, stock number, the reason for the return and whether you'd like a refund or a replacement.
• We'll email you back with instructions for returning by Royal Mail
• Alternatively, or call us on +44 (0)131 225 8023 between 9am-6pm. 7 days a week

2. Returns via a Marchbrae Store

• Simply take the delivery note or order confirmation and the product you wish to return or exchange to the appropriate department in the shop, and tell the sales assistant you bought it online.

Refund policy

We want you to be happy with your purchase. If you're not, just return the product to us or to one of our shops, 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. This includes any delivery charge, but excludes the products listed as exceptions below.

Proof of purchase

If you return a product to our shops for refund but don't have your original till or gift 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 returned items are in the best possible condition, so please take reasonable care of them.

Unless faulty or not as described, we cannot refund or offer an exchange on:

• Personalised or made-to-measure products
• Jewellery such as Earrings

Buying made-to-measure outfits

For made to order outfits, we provide comprehensive guidelines on measuring up, so we do recommend you use these before committing to your order. If you are unsure about how to measure yourself for any outfits available fro our store feel free to contacxt one of our hight traoner retail staff who will be more thanhappy to talk you through the measuring process for your outfit.

Returns can be made through either of these options:

1. Returns via Royal Mail or courier

• Use our online returns form to tell us about the product you want to return
• Please include: order number, stock number, the reason for the return and whether you'd like a refund or a replacement.

We'll email you back with instructions for returning by Royal Mail

Alternatively, call us on +44 (0)131 225 8023 between 9am-6pm. 7 days a week.

2. Returns via a Marchbrae shop

Simply take the delivery note or order confirmation and the product you wish to return or exchange to the appropriate department in the shop, and tell the sales assistant you bought it online.

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. This includes any delivery charge, but excludes the products listed as exceptions.