Morts and More – Refund and Exchange Policy
At Morts and More, we are dedicated to ensuring a seamless shopping experience for both our made-to-order handmade shoes and our standard e-commerce products. Customer satisfaction is of utmost importance to us, and we have crafted a comprehensive refund and exchange policy that covers both product categories. Please take a moment to familiarise yourself with the details below:
1. Refund Policy:
1.1 Eligibility for Refund:
– For made-to-order handmade shoes: Refunds can be requested within 48 hours of placing the order, provided the production phase has not commenced. Customisation options may impact eligibility for a full refund.
– For standard e-commerce products: Refunds can be requested within 30 days of receiving the item.
1.2 Refund Process:
– To initiate a refund request, contact our customer support team at [email protected].
– Refunds will be issued using the original payment method and may take 7 business days to reflect in your account.
2. Exchange Policy:
2.1 Eligibility for Exchange:
– For made-to-order handmade shoes: Exchanges can be requested within 48 hours of placing the order, provided the production phase has not begun.
– For standard e-commerce products: Exchanges can be requested within 30 days of receiving the item.
2.2 Exchange Process:
– To initiate an exchange, reach out to our customer support team at [email protected].
– You will receive instructions on returning the original item in its original condition and packaging.
– Once the original item is received and inspected, we will process the exchange.
– The new item will be shipped to you within the original estimated timeframe.
3. Non-Refundable and Non-Exchangeable Items:
– For made-to-order handmade shoes: Items that have entered the production phase are not eligible for refunds or exchanges.
– For standard e-commerce products: Items showing wear, damage, or customer-induced alterations are non-refundable and non-exchangeable.
4. Damaged or Defective Items:
– If you receive a damaged or defective item, contact our customer support team within 7 days of receiving the product. We will guide you through the return process and offer a replacement or refund.
5. Contact Information:
– For all refund and exchange inquiries, reach out to our customer support team via email at [email protected] or by phone at +4402033973983.
– Customer support is available during our operational hours of 9am-5pm.
Please note that this policy may be revised periodically. Customers are encouraged to review the policy before making a purchase. We are committed to providing excellent service and ensuring your satisfaction with Morts and More’s diverse range of products. Thank you for choosing us for your handmade shoe and standard e-commerce needs.