Customer Care & Sales Terms

At MR AND MRS DESIGNER, we are committed to providing a smooth, reliable, and transparent shopping experience from order confirmation through to delivery and aftercare.

We deliver orders from our own warehouses and trusted partner warehouses globally. Not all products are available for immediate dispatch, and some items may be subject to the lead times stated on the product page or at checkout.

Delivery & Lead Times

As soon as you place an order with MR AND MRS DESIGNER, you will receive an email confirmation. Once your order has been processed and dispatched, you will receive a further email with your tracking details.

For items currently in stock, delivery generally takes 5–10 business days, depending on your location and the delivery service available in your region. In-stock items are dispatched promptly and shipped using express delivery services wherever available.

Products with a stated lead time will take longer to dispatch. Where your order includes multiple items, they may be dispatched separately or together, depending on availability.

Shipping options and rates for your destination will be shown at checkout.

Customers are responsible for any import duties, taxes, customs charges, or local fees that may apply upon arrival in the destination country. These charges are not included in our product prices or shipping costs and are payable directly by the customer where applicable.

Please note that all lead times are indicative only and may be subject to change due to supplier availability, freight conditions, customs processing, or other circumstances outside our control.

Delivery Services

Small, medium, large, and oversized orders will be delivered by post, courier, or specialist freight carrier, depending on the size, weight, and destination of the order. Shipping costs are calculated at checkout based on the order size, weight, and delivery location.

For large or oversized items being delivered to remote or less accessible locations, we may need to obtain a separate freight quote. If this applies to your order, a member of our customer service team will contact you directly.

A signature may be required upon delivery to the nominated address. Deliveries usually occur during standard business hours, Monday to Friday, depending on the carrier and destination. Unfortunately, we are unable to guarantee an exact delivery time or ensure that the carrier will call prior to delivery.

If you require a call before delivery or have specific delivery instructions, please include these in the notes section at checkout. While we will pass these instructions on to the carrier where possible, they cannot always be guaranteed.

Your Shipping Address

Please ensure that your shipping address is correct at the time of placing your order. Once an order has been dispatched, we may be unable to redirect it.

The delivery address must be a physical street address. We are unable to deliver to PO Boxes or certain freight forwarding addresses.

Before dispatching your order, we may need to verify your payment or delivery details with your card issuer or payment provider. We will do our best to keep any delays to a minimum.

Insurance

MR AND MRS DESIGNER covers your purchase while it is in transit until it is delivered to the nominated delivery address.

A signature or proof of delivery may be required. Once the goods have been delivered to the nominated address, responsibility for the goods passes to you.

If you nominate someone else to receive the delivery on your behalf, including a gift recipient, you accept that a signature or proof of delivery at the nominated address is evidence of delivery and fulfilment by MR AND MRS DESIGNER.

Returns & Exchanges

We want you to feel confident when shopping with MR AND MRS DESIGNER. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your item.

Our returns policy is as follows:

• Days 1–7 from delivery: you may request a full refund to your original payment method.
• Days 8–30 from delivery: you may request a store credit.
• After 30 days from delivery, we are generally unable to accept returns unless required by law.

To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, with tags where applicable, and in its original packaging. You will also need to provide your receipt, order confirmation, or other proof of purchase.

Custom, made-to-order, special order, or personalised items are not eligible for returns or exchanges unless they are faulty, damaged, or otherwise required to be accepted under applicable law.

All returns must be approved by MR AND MRS DESIGNER before goods are sent back. Items returned without prior approval may not be accepted.

Return Shipping Costs

Return shipping costs for change-of-mind returns, exchanges, incorrect selection, or customer preference are the responsibility of the customer.

Return shipping costs for damaged, faulty, or incorrectly supplied products will be covered by MR AND MRS DESIGNER where the issue is accepted by us following assessment.

We recommend using a tracked and insured delivery service for any return, as responsibility for the goods remains with you until they are received by our nominated returns depot.

Cancellation Policy

If you make an error when placing your order, please contact our customer service team immediately at care@mrandmrsdesigner.com so we can assist where possible.

Once an order has been processed, dispatched, or placed into production with a supplier, we may be unable to cancel or amend the order.

Where we approve a cancellation before dispatch, any refund will be processed back to the original payment method used for the purchase, unless otherwise agreed.

For custom, made-to-order, special order, or personalised items, cancellation may not be possible once the order has been confirmed with the supplier or manufacturer.

Goods Damaged in Transit

If your goods arrive damaged, please contact us at care@mrandmrsdesigner.com as soon as possible.

Please include your order details, a clear description of the issue, and photographs of the product, packaging, and any visible damage. This helps us assess the issue quickly and raise any required claim with the carrier or supplier.

MR AND MRS DESIGNER will assess the issue and, where appropriate, arrange for the damaged goods to be returned and provide a replacement, repair, store credit, or refund.

Damaged goods must be returned in the condition received, with all original packaging, accessories, and manuals.

Refunds

Where MR AND MRS DESIGNER approves a refund, the refund will be processed back to the original payment method used for the purchase.

Refunds are generally processed once the returned goods have arrived at our warehouse and have been inspected.

Please note that your bank, card provider, or payment provider may require additional time to process the refund after it has been issued by us.

Store Credits

Where a return is approved for store credit, the store credit will be issued once the returned goods have been received and inspected.

Store credits may be used toward a future purchase with MR AND MRS DESIGNER and are not redeemable for cash unless required by law.

Delivery Charges

Where MR AND MRS DESIGNER considers that the goods have breached an applicable consumer guarantee, reasonable return shipping costs will be covered by MR AND MRS DESIGNER.

For change-of-mind returns, exchanges, incorrect selection, or other returns not caused by a fault or breach by MR AND MRS DESIGNER, you agree to arrange the return of the goods at your cost and risk to our nominated returns depot, in their original condition.

Original delivery charges may not be refundable for change-of-mind returns or exchanges unless otherwise approved by MR AND MRS DESIGNER or required by law.

Repairs

Where MR AND MRS DESIGNER determines that a product may be repaired, you may be asked to return the goods by mail or courier after contacting us at care@mrandmrsdesigner.com.

Goods must be returned within a reasonable time. The appropriate timeframe may vary depending on the type of product, the nature of the issue, and the price paid.

Goods returned for repair will be assessed and/or repaired within a reasonable time. Any repair timeframe provided is indicative only and may vary due to circumstances outside our control or the repairer’s control, including part availability, freight delays, or incomplete fault descriptions.

You may be required to pay labour, assessment, and/or freight fees where goods are assessed to have been damaged by misuse, accident, improper installation, unauthorised repair, or failure to follow care instructions. Any indicative fee provided may vary depending on the assessment outcome.

Return Process

To help ensure an efficient returns process, please follow the steps below:

1. Contact MR AND MRS DESIGNER in writing at care@mrandmrsdesigner.com within the applicable return window.
2. Include your order details, reason for return, and photographs where relevant.
3. Wait for confirmation and return instructions before sending any goods back.
4. Pack the goods carefully in their original packaging where possible.
5. Include all accessories, manuals, tags, and proof of purchase.
6. Retain your return tracking details until the return has been received and processed.

Please retain original packaging wherever possible, as this helps protect the goods during transit and may be required for certain returns, damage claims, or warranty assessments.

Contact Us

If you have any questions or concerns about your order, please contact us at:

care@mrandmrsdesigner.com

Warranty Claims

Customers who have purchased products from MR AND MRS DESIGNER and experience product failure within the applicable warranty period may be entitled to make a warranty claim.

Depending on the circumstances, a warranty claim may cover the repair or replacement of the product, or another remedy required by applicable law.

MR AND MRS DESIGNER will manage the warranty claim process on behalf of the customer where applicable. The final outcome of a warranty claim may depend on assessment by the manufacturer, supplier, repairer, and/or MR AND MRS DESIGNER.

To make a warranty claim, please contact us with the following information:

1. Proof of purchase, such as an invoice, receipt, or sales order.
2. Images and a clear description of the fault.
3. The address where the product is currently located.
4. Contact details of the claimant, which must correspond with the purchaser’s details.

Providing this information will help us assess and process your claim as efficiently as possible.

If MR AND MRS DESIGNER supplied the fabric or leather, please contact our customer service team for warranty details. If you supplied your own fabric or leather, you may need to contact your fabric or leather supplier directly for issues relating to those materials.

Warranties

You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

To the extent permitted by law, MR AND MRS DESIGNER will not be liable where:

• you continue to use the goods after notifying us that they are defective;
• the defect arises because you failed to follow our instructions or the manufacturer’s instructions regarding storage, installation, commissioning, maintenance, care, or use;
• you remove or alter any manufacturer’s serial number;
• the damage or defect is not caused by a defect in workmanship or materials;
• the goods are damaged due to misuse, accident, neglect, improper handling, or normal wear and tear; or
• you alter or repair the goods without our prior written approval.

General

These terms, together with any applicable Sales Terms, constitute the entire agreement between the parties and supersede all prior representations, agreements, statements, and understandings, whether verbal or in writing.

No failure to exercise, or delay in exercising, any right, power, or remedy operates as a waiver. A single or partial exercise of any right, power, or remedy does not prevent any further exercise of that or any other right, power, or remedy.

A waiver is not valid or binding unless made in writing.

We may give notice to you by email, conventional mail, or other permitted method. You may give written notice to us by email at care@mrandmrsdesigner.com.

If any provision of these terms is invalid, illegal, or unenforceable, that provision will be read down or severed to the extent required, and all remaining provisions will continue in full force and effect.

These terms are governed by the laws applicable in Hong Kong, and each party submits to the exclusive jurisdiction of the courts of Hong Kong.