Returns & Refunds Policy

Last updated: 4 September 2026

We want you to love what you ordered from Lauranei. If something isn't quite right, you can return it to us for a refund or exchange, provided it meets the conditions below. Nothing in this policy affects your statutory rights as a consumer.

Return window and conditions

If you're a consumer in the UK, you have the right under the Consumer Contracts Regulations 2013 to change your mind for any reason. You have 14 days from the day your order is delivered to tell us you'd like to return it, and a further 14 days to send it back to us. To be eligible for a refund, items must be:

Unworn and unwashed, with no marks, stains or odours (including perfume, deodorant or fake tan) and no signs of wear;
In their original condition with all tags and labels still attached;
Where applicable, with the hygiene seal or protective strip still in place; and
Returned in or with their original packaging where possible.

Please try items on over your own underwear. We may reduce your refund if an item has been handled beyond what is necessary to establish its nature, characteristics and fit.

Items we cannot accept back

For health and hygiene reasons, we cannot accept change-of-mind returns of the following once the hygiene seal has been removed or the item has been worn:

Briefs, shaping briefs and any other underwear;
Bodysuits and shapewear with a gusset or intimate lining;
Bras, sports bras and lingerie.

These items can still be returned if they are unworn, unwashed and the hygiene seal and tags are intact. This exclusion, which is permitted by law, applies only to change-of-mind returns; it never affects your right to return a faulty item.

How to return an item

Contact us at support@martzey.com within 14 days of delivery. Include your name, order number, the item(s) you'd like to return, the date you received them, and whether you'd prefer a refund or an exchange.
We'll reply within 1 to 2 working days with return instructions and the return address.
Pack the item(s) securely and post them back within 14 days of telling us you'd like to return them. We strongly recommend using a tracked service and keeping your proof of postage, as we cannot be responsible for change-of-mind returns that are lost on their way to us.

Please don't send items back without contacting us first, as returns sent to the wrong address may be delayed or lost.

Return postage

Change of mind, wrong size or unwanted items: you are responsible for the cost of return postage.
Faulty, damaged or incorrect items: we cover the cost of return postage. Contact us first and we'll arrange this with you.

Refunds

Once we receive and inspect your return, we'll email you to confirm your refund. Refunds are issued to your original payment method within 14 days of us receiving the returned item(s), or, if earlier, within 14 days of you providing us with proof of postage. Depending on your bank or card provider, it may take a further 5 to 10 working days for the money to appear in your account.

Delivery charges: if you return your entire order, we'll also refund the standard delivery charge you paid. If you chose Express delivery, we'll refund the equivalent Standard delivery charge. Delivery charges are not refunded for partial returns, unless the item is faulty or incorrect.

If a return arrives outside the return window, without prior notice, or in a condition that doesn't meet our requirements, we'll contact you to discuss the options, which may include sending the item back to you at your cost.

Exchanges

Need a different size or colour? Let us know when you request your return and we'll reserve the replacement for you where stock allows. Exchanges are dispatched once we've received your original item. We cover the cost of sending the replacement to UK addresses; a delivery charge may apply for international exchanges. If the item you want is out of stock, we'll refund you instead. For a quicker turnaround, you're welcome to place a new order for the item you want and return the original for a refund.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not as ordered, please contact us as soon as possible, and within 30 days of delivery, with your order number and a photo of the issue. We'll put it right with a replacement or full refund, including any delivery charges and return postage, at no cost to you.

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they aren't, you have the right to reject them for a full refund within 30 days of receiving them. After 30 days, you're entitled to a repair or replacement, and if that isn't possible or doesn't fix the problem, a refund.