ORDER SUPPORT
Returns &
exchanges.
BEFORE RETURNING AN ITEM
Wait for Mary’s instructions.
- Have the order number and product details ready.
- Keep the item unworn, unwashed and with its labels where possible.
- Do not send or drop off a parcel until the return method is confirmed.
RETURN REASONS
Choose the reason for your return.
MARY’S SENT THE WRONG ITEM
Wrong item, size or colour
Keep the item unused and send us the order number. We’ll arrange the return and either send the correct item or issue the approved refund.
MARY’S PAYS: return and replacement delivery.
FAULTY ITEM
Damaged or defective
Keep the item and its packaging and tell us what is wrong. We’ll confirm whether it will be repaired, replaced or refunded.
MARY’S PAYS: approved return costs.
ORDERED THE WRONG OPTION
Wrong size, colour or product
Return it unworn, unwashed and with the labels attached. Exchanges depend on stock being available.
CUSTOMER PAYS: return and replacement delivery.
CHANGED YOUR MIND
Eligible online orders
Tell us within seven days after delivery and keep the item unused and suitable for resale.
CUSTOMER PAYS: return delivery.
CUSTOMISED ITEM
Embroidered or personalised
These items cannot be returned because you changed your mind. Contact us if we embroidered it incorrectly or the item is defective.
MARY’S PAYS: when we made an error or the item qualifies as defective.
DELIVERY DAMAGE
Parcel arrived damaged
Keep the product and packaging and contact us. We’ll tell you what evidence is needed and arrange the approved return.
MARY’S HANDLES: courier claim and approved return.
RETURN OPTIONS
Use the method Mary’s approves.
Please do not send parcels to the store without a return reference or confirmed instructions.
MARY’S PRETORIA
Return in store
Bring the item, order number or proof of purchase, and the return confirmation to our Pretoria Central store.
Pargo drop-off
Once approved, use Mary’s Pargo Returns link to choose a participating drop-off point and follow Pargo’s email or SMS instructions.
Courier collection
When Mary’s is responsible, the team may arrange a courier collection or another prepaid return method. Wait for the booking instructions.
THE PROCESS
Request. Review. Return. Resolve.
REQUEST
Tell us what happened
Send the order, item, reason and preferred outcome.
REVIEW
Mary’s checks the request
The team confirms eligibility, responsibility and the return method.
RETURN
Follow the instructions
Return in store, use the approved Pargo flow or wait for courier collection.
RESOLVE
Complete the remedy
The item is assessed and the exchange, repair, replacement or refund is confirmed.
POLICY & CONSUMER RIGHTS
The practical rules and the legal protections.
This page explains Mary’s process and does not limit rights under South African law.
MARY’S STANDARD-ITEM POLICY
Request an exchange within 30 days after purchase or delivery.
Unused standard items
For a customer-selected size, colour or product, the item must be unworn, unwashed, unaltered and in resalable condition with labels attached. Stock availability applies.
CONSUMER PROTECTION ACT
Incorrect or defective goods
Goods that are defective or do not match the order are handled at Mary’s risk and expense where required. Qualifying defective goods carry the statutory six-month implied warranty.
ONLINE ORDERS
Seven-day cooling-off period
Eligible online purchases may be cancelled without reason within seven days after receipt. The customer may be charged only the direct cost of returning the goods under this right.
YOUR RIGHTS REMAIN
Policy cannot remove legal rights
Sale items, missing packaging or a store rule do not remove rights that apply to qualifying defective, unsafe or incorrectly supplied goods.
Official references: Consumer Protection Act 68 of 2008 and Electronic Communications and Transactions Act 25 of 2002.
START HERE
Submit a return
or exchange request.
This does not automatically approve a return. Mary’s will review the request and send the correct instructions.
Need to share photographs? The team will tell you where to send them after reviewing the request.
Order and item details
Return questions
Can I exchange an online order at the Pretoria store?
Yes, after Mary’s confirms the return. Bring the item, return confirmation and order number or proof of purchase.
Should I send the item immediately?
No. Submit the request and wait for a return reference and approved method. Unauthorised parcels can delay the process.
Can I return a sale item?
A sale price does not remove rights relating to qualifying defects or an item supplied incorrectly. Change-of-mind and customer-selection exchanges remain subject to the item and policy conditions.
Do I need the original packaging?
Keep packaging where possible, especially for delivery damage. Missing packaging does not by itself remove statutory rights for a qualifying defect, although standard change-of-mind items must still be suitable for resale.
When will a replacement be sent?
Mary’s confirms availability after reviewing the request. For a customer-selection exchange, replacement stock is not reserved until the return is approved.
How does Pargo Returns work?
After approval, the Mary’s Pargo Returns link lets you choose a participating drop-off point. Pargo then provides the drop-off instructions and parcel notifications.
What if my complaint is not resolved?
Contact Mary’s first so the team can review the matter. If it remains unresolved, consumers may approach the Consumer Goods and Services Ombud or the National Consumer Commission.
NEED HELP WITH A RETURN?
Contact Mary’s with the order number.
The team will identify the correct return route before anything is sent.