Returns & Refunds
We want you to feel confident when choosing a handcrafted creation from Moro Heritage. Our return process is designed to be clear, fair and carefully handled.
Clear and carefully managed returns
You may request a return within 14 calendar days after receiving your order. Before returning any product, please contact Moro Heritage and wait for return instructions. Products sent without prior authorisation may not be accepted.
Eligible for return
To qualify for a return, the following conditions should be respected:
- The return request is submitted within 14 days of delivery.
- The product is unused, unworn and unwashed.
- The product remains in its original condition.
- Original packaging, labels and accessories are included.
- Proof of purchase or the order number is provided.
- The return has been authorised by Moro Heritage.
Non-returnable items
Certain items cannot normally be returned unless they arrive damaged, defective or incorrect.
- Personalised or customised products.
- Products made specifically to order.
- Used, worn, washed or altered products.
- Items damaged after delivery through misuse.
- Items returned without original components.
- Products identified as final sale, where legally permitted.
How to request a return
Please follow these steps. Do not send a product back before receiving return instructions from our team.
Contact us
Send your request through our Contact page within 14 days of receiving the order.
Provide details
Include your order number, the product concerned, the reason for return and relevant photographs.
Receive instructions
If the request is eligible, we will provide the return address and packaging instructions.
Send the product
Package the product securely and use a trackable delivery service whenever possible.
Tell us within 48 hours.
Please inspect your parcel after delivery. If a product arrives damaged, defective or different from the item ordered, contact us within 48 hours.
Your message should include:
- Your name and order number.
- A clear description of the problem.
- Photographs of the product.
- Photographs of the exterior and interior packaging.
- A photograph of the shipping label, if available.
Keep the product and all original packaging until our team has reviewed your request. When the claim is approved, we will explain the available solution.
What happens after the return?
Returned products are inspected before a refund is approved and issued.
Inspection
We will notify you after receiving and inspecting the product. A deduction may apply if the item has been used, damaged or returned incomplete, where permitted by law.
Refund method
Approved refunds are normally issued to the original payment method. We cannot generally send a refund to a different card, account or payment method.
Processing time
After the refund is issued, your bank or payment provider may require approximately 5 to 10 business days to display the amount in your account.
Return costs and refunds
Who pays the return shipping costs?
For a return caused by a change of mind, the customer is normally responsible for return shipping costs. If the product is confirmed as defective, damaged during delivery or incorrect, Moro Heritage will provide an appropriate solution and explain the applicable shipping arrangements.
Are original delivery charges refundable?
Original delivery costs may not be refundable except where required by applicable law or when the return results from an error attributable to Moro Heritage. Additional express-delivery costs requested by the customer are generally not refundable.
Are customs duties and import taxes refundable?
Customs duties, import taxes and local processing fees are collected by local authorities or carriers and are generally not refundable by Moro Heritage. Customers may contact the relevant customs authority to ask whether a reimbursement procedure is available.
Can I exchange a product?
Direct exchanges may not always be available, particularly for international orders or one-of-a-kind handmade products. Contact us with your order number and requested replacement. We will confirm the available options.
What happens if my return parcel is lost?
Customers remain responsible for a return parcel until it reaches the authorised return address. We strongly recommend using a trackable and insured shipping service and keeping proof of dispatch.
Where should I send my return?
Do not send a product to an address found on a parcel or invoice without contacting us first. After your request is approved, our team will provide the correct return address and instructions. Visit our Contact page to begin.
Need assistance with your order?
Contact our customer care team and include your order number, the product concerned and a brief explanation of your request.
This policy does not limit any mandatory consumer rights that apply under the laws of the customer’s country or jurisdiction. Last updated: August 2026.