FAQs

Yes, these parcels are usually liable for custom duties and local taxes. Any customs fees, import duties, taxes are payable by the customer, this is not included in our prices.

We only deliver to PO Boxes if the DHL Express shipping option is selected.

You must register your return through our returns portal within 21 days of receiving your parcel. After this period, returns will no longer be accepted.

To create a return, please use the link: Return Portal

To register your return you will need:

Your order number, example of order number: MTLAU#11111

The email address used to place your order

You may choose to receive store credit when processing your return through the return portal. Please allow up to 14 working days from the date we receive your return for the store credit to be issued.

Please note that if a new order is placed using store credit and an item from that order is later returned, the refund will be issued to the original payment method- the store credit used.

After registering your return, you will be given a shipping deadline. Your return must be shipped before this date. If it is not shipped in time, your QR code or return label will expire and the return will no longer be valid.

We offer refund to your original payment method or Store credit. You may select preferred option when creating your return.

Original shipping costs and return shipping fees are non-refundable.

Yes. Customers are responsible for return postage costs unless otherwise advised by our returns team.

The return fee will be displayed when creating your return in the portal and will be deducted from your refund once processed.

Once your return arrives at our UK warehouse, please allow up to 14 days for our team to process it. You will receive confirmation once your refund or store credit has been issued.

Yes. Tracking details will be provided after you register your return so you can monitor your parcel.Please note that international returns may take longer to reach our warehouse.

If you believe your item is faulty, please contact our Customer Service team at: help@marsthelabel.com

Please contact us before returning the item. Returns sent without prior fault approval may have shipping costs refused and refunds rejected.

No, we do not offer exchanges.If you would like a different size, colour, or style, please place a new order and return your original item for a refund or store credit.

We try to dispatch orders as soon as possible, for this reason we can't amend an order once it was placed.

We try to dispatch orders as soon as possible, for this reason we can't cancel or amend an order once it was placed. Please make sure all of your details are correct before placing the order.

We accept all forms of Credit Card payments.

Any new drops and restock dates will be announced on our Instagram page @marsthelabel.

In the meantime, we recommend subscribing to the waiting list, so you get notified once the item is back in stock as sizes may appear as we process returns.
To do this, please click on the size you want and then click on “Notify when available”.