Returns & Exchanges

Returns and Exchanges Policy 

At Mackenzie & George, we want you to love your purchase. If for any reason you're not completely satisfied, we're here to help with a simple returns and exchange process. Please read our policy carefully to ensure a smooth return or exchange.

1. Personalised & Bespoke Items
Personalised items, including those with custom engraving, or other customisation, cannot be returned or exchanged unless they are faulty or damaged. Similarly, items that have been significantly altered to your specifications (e.g., changed size or colour to a non-standard option, or other major bespoke modifications) are not eligible for returns or exchanges.

2. Sale Items
Sale items may show small signs of wear, but these imperfections do not affect the structural integrity or usability of the product. Sale items are not eligible for returns or exchanges. In exceptional cases, we will accept a return for store credit from a sale. 

3. Exchanges
We want to ensure you're happy with your purchase, and we offer exchanges for items that meet the following criteria:

  • Exchanges can only be made once per order.
  • During busy periods, exchanges may take 2-3 weeks to process.
  • Items purchased at events can be exchanged, but the free returns service is not available for event purchases.
  • Exchanges must be processed through our online returns page, where you'll need to specify the item(s) you're exchanging and what you are exchanging for.

4. How to Request an Exchange or Return
To start a return or exchange, please visit our Returns Page and follow the instructions provided. You'll need to:

  • Provide your order details.
  • Specify the item(s) you wish to exchange and what you would like in exchange.
  • If returning, state the reason for the return.

Please note, all returns and exchanges must be made within 90 days of receiving your order. Products must be returned in their original condition, unused, and with any tags still attached.

5. Exceptions
Items that have been significantly altered, personalised, or are on sale are excluded from returns and exchanges (unless they are faulty). Please ensure you have checked the size guide before purchasing, and ask us if you have a question!

Thank you for shopping with Mackenzie & George. If you have any questions or concerns, please don’t hesitate to reach out to our customer service team at [Customer Support Email].