Return and exchange policy
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returns portal or at our physical store Calle Fernández de la Hoz 56, Madrid.
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- Exchanges: Shipping and logistics management cost €4.50.
-Returns: Shipping and logistics management cost €8.
- Exchanges and returns at the physical store: Free.
On the portal, you can opt for a refund, an exchange of garment or size. The refund will be processed automatically once the package has been verified in our warehouse. This process can take 2 to 5 days from the reception of the package.
The exchange or return period cannot exceed 14 days from when the customer receives the package at their home. MORAY reserves the right to reject or return the package to the customer if the product is unpackaged, washed, without its tag, or shows signs of having been used. If delivery of the return at the store was selected, the product must be deposited at the store within the same 14-day period.
Options available on the returns portal
On the portal, you can choose between:
⁃ Garment or size exchange
⁃ Refund
⁃ Store credit (+10% additional)
The refund will be processed automatically once the package has been received and verified in our warehouse. This process can take between 2 and 5 business days from the receipt of the package.
*If store credit is selected, it will not be possible to request a refund to the original payment method later.
On the portal, you can choose between:
⁃ Garment or size exchange
⁃ Refund
⁃ Store credit (+10% additional)
The refund will be processed automatically once the package has been received and verified in our warehouse. This process can take between 2 and 5 business days from the receipt of the package.
*If store credit is selected, it will not be possible to request a refund to the original payment method later.
Defective or incorrect products:
In case of a defect, manufacturing error, or having received an incorrect garment, please send an email to contact@moray.es attaching a photo of the problem and our team will resolve it as soon as possible. In case of a defective product, a free exchange or a full refund will be provided.
Costs for exchanges and returns:
When making an exchange or return, these will be the charges associated with the collection and shipment of the order to our warehouse:
1. Exchange: €4.50 for collection and shipping, with no additional cost for the new garment.
2. Refund: €8 for collection, shipping, and management.
3. Store credit: 10% extra balance and no additional cost
4. Exchanges and refunds are accepted in the Rest of the World:
-Europe: exchanges (€10) and returns (€15)
-Norway, Switzerland, and United Kingdom: exchanges (€25) and returns (€35)
-Rest of the World: exchanges (€25) and returns (€35)
Exchanges and returns can be made without additional cost at our physical store Calle Fernández de la Hoz 56, Madrid.
If you wish to cancel an order, you must notify MORAY by email at contact@moray.es. MORAY will proceed with the refund of the order amount, including shipping costs, provided that the order has not been prepared and loaded by our logistics warehouse onto the courier trucks, in which case it will not be refunded. If the order is not in transit but in preparation, the consumer will in any case have the right of withdrawal.