We understand that when buying online, items may not always be exactly right for you. If an item you have purchased is unsuitable, then please contact us by email at online@marshmallowmountain.com to let us know why you wish to return the item and whether you require a refund or an exchange. In the interest of hygiene, pierced earrings cannot be returned unless faulty. We will refund or exchange an item on fulfillment of the following conditions: A:You return the item within 7 working days after receipt of the item. Unfortunately, we do not pay return postal charges and so all items are returned at your own cost. The Returns Address is: Marshmallow Mountain, Ground Floor, Kingly Court, London W1B 5PW Items can be returned in person at the Marshmallow Mountain shop, but refunds and exchanges will not be dealt with in the shop and will be processed as set out below and provided all conditions regarding returns are satisfied. B:We actually receive the item. Should your parcel get lost in the post on return to us then we cannot provide a refund. We therefore advise that you use a traceable and/or insured method of postage. C:The returned item must be in its original condition and tags/stickers must not have been removed or re-attached. If an items appears to have been worn or used then we will not offer a refund and you will have to repay postage in order for the item to be returned to you. Refunds will be dealt with within 7 working days of receipt of an item and will be paid on to the same card that was used to pay for the item. Once processed, we will confirm the refund by email.