Last updated: 13 October 2026

We want every Puella Marina piece to feel right when it arrives. If something isn't right, this policy explains how to return it, how exchanges work and how long refunds take. For your full statutory rights, see our Terms & Conditions.

Your 14-day right of withdrawal

You have 14 days from the day you receive your order to change your mind, with no reason required. To return something, email us at info@puellamarina.com within those 14 days with your order number and the items you want to return. You then have a further 14 days to send the goods back to us.

What can be returned

Items must be returned unworn, unwashed and unused, with all original tags and packaging. This applies to:

• Dresses, outerwear, knitwear, loungewear and bodysuits: unworn, unwashed, with tags attached.
• Accessories: unused, in their original packaging.

Swimwear, lingerie and intimate items

For hygiene reasons, swimwear, bikinis, lingerie sets, bras, garter belts, thongs and other intimate items can only be returned if:

• The protective hygiene strip is still in place and undamaged.
• The item has not been worn against the skin.
• Original tags and packaging are intact.

If the hygiene strip has been removed or the item has been worn, we cannot accept the return. EU consumer law allows this exclusion (Article 16, Directive 2011/83/EU) because hygiene cannot be guaranteed once the seal is broken.

How to return an item

1. Email us at info@puellamarina.com within 14 days of receiving your order, with your order number and the items you'd like to return.
2. We'll reply within two business days with the return address and any reference to include in the parcel.
3. Pack and post your return within 14 days of contacting us. Please use a tracked service: the parcel is your responsibility until it reaches us.
4. We'll inspect and refund within 14 days of receiving the goods.

Returns sent without contacting us first may be delayed or refused.

Return shipping costs

You cover the cost of sending the goods back to us, unless the item is faulty, damaged on arrival or not what you ordered. In that case, we cover the return shipping. We recommend a tracked or insured service, as we cannot refund items that don't reach us.

Refunds

Once we have received and inspected your return, we refund the price you paid, including the original standard delivery cost if you paid one, to your original payment method. Refunds are processed within 14 days of receiving the goods. Depending on your bank, it can take a further 3 to 10 business days for the refund to appear on your statement.

If goods come back worn, damaged or with the hygiene seal broken, we may issue a partial refund or send them back to you. We will always contact you before doing either.

Exchanges

We don't offer direct exchanges. If you need a different size or colour, return the original item for a refund and place a new order for the piece you want. That way the new item ships straight away.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged in transit or isn't what you ordered, email info@puellamarina.com within 7 days of delivery with:

• Your order number
• A short description of the issue
• Clear photos of the fault or damage

We'll arrange a free return and offer a replacement, repair or full refund, whichever you prefer. All products are also covered by the EU statutory two-year warranty of conformity. If a defect appears within that period, contact us and we'll resolve it in line with consumer law.

Sale items and gifts

Sale items can be returned on the same terms as full-price items, with the same hygiene rules for swimwear and lingerie. Free gifts included with an order must be sent back if you return the order they came with.

Orders delivered outside the EU

We ship worldwide. For orders delivered outside the European Union, we offer the same 14-day return window as a goodwill policy: email us, send the goods back and we'll refund you. Return shipping is at your cost, and customs duties or import taxes paid on the original delivery are not refundable by us. Please mark the parcel as a return so it isn't charged duties again.

Questions

Anything not covered here, or want to check before you buy? Email info@puellamarina.com. We reply within two business days.