Returns Policy - Made to order
Returns & Refunds — Made to Order
We know buying from an independent label can feel different — especially when you're not sure what "made to order" really means. This page is here to walk you through everything clearly, so you can shop with confidence.
Something not right? We've got you.
If your order arrives with a fault, a print issue, or isn't what you expected based on the product listing, please reach out to us within 14 days of receiving it:
📧 support@mortenoir.co.uk
Just include:
- Your order number
- A brief description of the issue
- Photos where relevant (this helps us resolve things faster)
We aim to respond to all requests within 14 working days and will always work with you to find a fair resolution — whether that's a replacement, a partial refund, or a full refund depending on the situation.
Can I cancel my order?
Yes — but only while your order is still in "Confirmed" status, before production begins. Once your item is in production, we're unable to cancel as materials have already been cut and allocated to your order.
If you need to cancel, contact us as soon as possible at support@mortenoir.co.uk and we'll check the status right away.
Returning an item
If a return is approved, we'll send you the correct return address and instructions. Please don't send anything back without confirming with us first — unconfirmed returns cannot be accepted.
Returned items must be:
- Unworn, unwashed, and in original condition
- Sent back within 14 days of receiving our approval
Please note that return shipping costs are the customer's responsibility. We recommend using a tracked service for your peace of mind.
What can't be returned?
A small number of items are non-returnable for hygiene or production reasons:
- Tights, underwear, swimwear, socks, and masks
- Items returned more than 14 days after delivery
- Items that have been worn, washed, stained, or altered
- Orders delayed due to incorrect address or contact details provided at checkout
Refunds
Once a refund is approved, we'll return the full amount to your original payment method in the currency you paid. Refunds are typically processed within 14 working days of approval.
Still unsure about something? Don't hesitate to reach out — we're a small team and we genuinely care about every order. We'd rather answer a question before you buy than have you feel uncertain after.
📧 support@mortenoir.co.uk
