Refund Policy

✅ 14-Day Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Support@maplestore.co.uk

Returns will need to be sent to the following address:

Maple Store

141A, Epsom Road, Sutton

SM3 9EY

United Kingdom

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at Maple Store Customer Service.

🚨 Evri Pick-Up Point / ParcelShop Deliveries – Important Notice

If your order is delivered to an Evri ParcelShop or Pick-Up Point, please be aware:

Evri does not support missing-item claims for parcels collected from Pick-Up Points.

They only accept claims for parcels that are fully lost or fully damaged, not partially missing.

Because of this, customers are responsible for checking their parcel at the time of collection and reporting any visible tampering immediately.

If a parcel collected from a Pick-Up Point arrives with missing items, 21stCY Skin Store will follow Evri’s policy when assessing any refund or resolution request.

This clause is to ensure transparency and protect customers from courier limitations.

✅ Damages and issues

Please inspect your order as soon as it arrives and contact us immediately if:

The item is defective

The item is damaged

You received the wrong item

This allows us to assess the issue and resolve it as quickly as possible.

🚫 Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

Perishable goods

Custom or personalised items

Opened or used skincare and personal care products (for hygiene reasons)

Hazardous materials, flammable liquids or gases

Sale items and gift cards

If you are unsure, please contact us before returning an item.

🔄 Exchanges

To exchange an item, simply return the original item. Once your return is approved, you may place a new order for the item you want

💳 Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

Approved refunds will be processed  as a store credit within 2 Working days days

If more than 15 business days have passed since approval, contact us at Maple Store Customer Service.

Maple Store – Refund & Cancellation Summary

✅ Returns & Refunds

Items may be returned within 14 working days of delivery.

Items must be unopened, unused, and in original packaging.

Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

✅ Order Cancellations

Orders cancelled before dispatch incur a £5 processing fee.

Dispatched orders cannot be cancelled but can be returned.

✅ Refund Processing

Processed within 7–14 working days after inspection.

Refunded as a Store Credit

✅ How to Request a Return

If you have an account, submit the return via your Maple Store Portal.

If you checked out as a guest, email: Maple Store Customer Service.

with your order number, name, and reason for return.