At Mary Rose, we place a high value on high-quality home textiles and responsible production. Since returns result in additional shipping and packaging costs, we have decided not to offer free returns. 

We therefore ask that you cover the costs of your return shipments yourself.

- Why?

We have found that when our customers bear the shipping costs for returns, the ordering process becomes more deliberate and thoughtful, and this promotes a more mindful shopping experience in our online store. In today’s society, we tend to order online impulsively, order too much, and return a large portion of the items. This is made possible, among other things, by the fact that many companies feel pressured by competitors like Amazon & Co. to accept returns with free shipping. Here at Mary Rose, we take a clear stance on this issue and are aware that our return policy will meet with some disapproval. Nevertheless, we have explicitly chosen to take this step. We would rather encourage fewer, but more carefully considered orders—in the spirit of mindful consumption.

You are also welcome to exchange products purchased online within 14 days locally in our stores in Innsbruck and Mary Rose in Dornbirn. To do this, please bring the delivery bill and/or the e-mail invoice/receipt with you (preferably both). We ask for your understanding that you must return the goods directly to our warehouse for a refund of the purchase price. Note: Prices and offers in our stores and in the online store may differ.

Of course, errors can also occur in production from time to time. If, in exceptional cases, you are dealing with a warranty claim, we will of course cover the shipping costs for your return. Warranty cases include, for example, sewing errors or fabric defects.

You must notify us in writing of obvious defects - including missing accessories - immediately upon receipt of the delivery. Other defects that cannot be discovered within this period, even after a careful inspection, must be reported to us immediately, but no later than three months after delivery.

Damage to our products caused by faulty transportation by the shipping company must be reported to the shipping company and claimed immediately. Mary Rose is not liable for any culpable behavior of third parties.

For returns, we use a returns portal where you can conveniently register which products you would like to return.

You usually create the return label yourself.
Alternatively, you can have us create the return label for you; in this case, the shipping costs will be deducted from the refund amount.

Exception:If the goods are defective or have been delivered incorrectly, we will provide you with a return label and cover the costs of the return shipment (see warranty claim). 

If you are not satisfied with your purchase, please register the return via the returns portal, create the shipping label yourself (or have us create it for you) and drop off the package at your nearest post office.

Please send the goods to:

Mary Rose GmbH
Hatlerstraße 9a
6850 Dornbirn
Austria

. We also rely on the postal service as our partner for shipping our products, as it operates in a climate-neutral manner and thus provides additional support for our environment.

Unfortunately, we cannot refund the amount for soiled, already used, washed products or incomplete returns.

Our bedding products are hygiene items. We ask for your understanding that we cannot accept returns of used bedding or items that have already been slept in.

PLEASE NOTE: Our down products are hygiene items. They are delivered to you sealed. For health and hygiene reasons, our down products cannot be returned if the seal has been broken after delivery. Therefore, no refunds or returns can be made.

Please note that packages that are not sent to us properly will be automatically returned to the sender.

Return shipping costs:
The costs for return shipping correspond to the respective delivery costs and depend on the country from which the return is made:

- Austria: €6.00
- Germany: €7.00
- South Tyrol: €8.00
- Switzerland: €30.00

For returns from other countries within the European Union, return shipping costs of up to €30.00 may apply.

If you have a warranty claim, please contact us immediately (see above) at shop@maryrose.com and send us photos of the defect. We will be happy to deal with your request personally and as quickly as possible. Important note regarding defects:

Alternatively, fill out the relevant note in the returns portal and describe the defect as accurately as possible.

After receiving and inspecting the goods, we will assess whether it is a production or material defect. Only then can a decision be made as to whether a warranty claim is valid.

Warranty claims include, for example, sewing defects or fabric defects. See section "Production defects."