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.

 

Cancellations and changes

Changed your mind or need to correct something? Please contact us as soon as possible at support@mortenoir.co.uk.

Because every MorteNoir piece enters production shortly after an order is placed, we may be unable to change the size, colour, delivery address, or other order details once production has begun. However, this does not affect any cancellation rights you may have under applicable consumer law.

For most standard products purchased online by UK customers, you may cancel your order from the moment it is placed until 14 days after the day you receive it. You do not need to provide a reason.

To cancel, email support@mortenoir.co.uk with your order number and a clear statement that you wish to cancel or return your order.

Returning an unwanted item

After telling us that you wish to cancel, you must return the item within the following 14 days. Please contact us before sending anything back so we can provide the correct return address and instructions.

You do not need our approval to exercise a statutory cancellation right, but contacting us first helps ensure that your return is sent to the correct location and processed without unnecessary delays.

Unless the item is faulty, damaged, incorrect, or not as described, you will normally be responsible for the cost of returning it. We strongly recommend using a tracked delivery service and keeping your proof of postage.

You may inspect and try on the item as you would in a physical shop. Returned items should not be worn beyond what is reasonably necessary to check their fit, appearance, and characteristics.

Please return items:

• Unwashed and unaltered

• Free from stains, strong odours, makeup, deodorant marks, pet hair, or damage

• With any original tags and packaging, where reasonably possible

We may reduce the refund if the item’s value has been diminished because it has been handled beyond what was reasonably necessary to inspect it.

Products that cannot be returned for a change of mind

The statutory right to cancel may not apply to:

• Products made to your individual measurements or specifications

• Clearly personalised products

• Sealed products that cannot be returned for health or hygiene reasons once opened

A product is not automatically excluded from cancellation rights simply because it is produced after an order is placed.

These exceptions do not affect your rights if an item is faulty, damaged, incorrect, or not as described.

Faulty, damaged, or incorrect items

Every MorteNoir order should arrive as described and in satisfactory condition.

If your item is faulty, damaged, incorrect, or materially different from the product listing, please contact support@mortenoir.co.uk as soon as possible and include:

• Your order number

• A description of the issue

• Clear photographs where relevant

• Photographs of the packaging if the order arrived damaged

We will work with you to provide an appropriate remedy in accordance with your legal rights, which may include a repair, replacement, price reduction, or refund.

Please do not send a faulty or incorrect item back before contacting us, as we need to provide the appropriate return instructions.

Refunds

When you cancel an eligible online order, we will refund the amount paid for the returned products and any standard delivery charge you originally paid. Additional costs for an upgraded or premium delivery service may not be refundable.

Refunds will be made to your original payment method. We may wait until we receive the returned goods, or until you provide evidence that they have been sent back, before issuing the refund.

Where a refund is due, it will be processed without undue delay and no later than 14 days after we receive the returned goods or satisfactory evidence that they have been returned.

Your bank or payment provider may take additional time to display the refund in your account.

International customers

Customers outside the United Kingdom may have additional mandatory rights under the consumer laws of their country. Nothing in this policy is intended to restrict any rights that cannot legally be excluded.

Questions about a return?

If you have any questions about cancelling an order, returning an item, or reporting a problem, contact us at support@mortenoir.co.uk. We usually respond within 1–2 working days and will always do our best to help.