Ordering & Delivery

PROCESS

Once you have placed your order we will get back to you via email confirming your order is being processed. We will then provide all the information necessary for you to track your purchase – estimated delivery date and transport. In case you requested a personalization of a product, the possibilities will be explained via email.

 

PRICING

MOR operates in EUR currency. We are not held responsible for currency changes, and your bank determines the exchange rate that appears on your credit card statement.

For deliveries inside the European Union (EU), all prices include the legal Portuguese VAT = 23%. For deliveries outside the European Union (EU), the VAT is not included. However, you may have to pay additional taxes or import duties. You may find more information on taxes and duties bellow at Duties & Taxes.

The prices displayed do not include shipping costs. You may find more information on shipping charges bellow at Shipping Costs.

 

WARRANTY

Under the terms of the legislation in force (Decreto-Lei nº 24/2014, of 14 of February, by Diário da República), all products sold at www.mordesign.eu are covered by a guarantee of conformity of the goods corresponding to a period of 2 (two) years from the delivery of the goods.

 

PRODUCTS

As most of our products are manufactured in natural materials and crafted by hand each possess unique characteristics. Small imperfections are often inherent to the natural materials we work with and are what makes each piece unique. Therefore, the products displayed in this website are just samples and not necessarily equal to the ones you will receive. Still, it is our point of honor to always maintain their high quality.

 

SHIPPING

WHERE DO WE SHIP?

We deliver most of our products worldwide, cooperating with several parcel services. If you cannot check out due to shipping limitations, please feel free to contact us at email@mordesign.com, and we will do our best to arrange shipping.

 

HOW LONG DOES IT TAKE?

From the moment we receive your order, we will take 3-5 working days to handle all the logistics.

MOR Design does not guarantee that all the items available on the website are in stock at the time of your order. However, if we are out of stock in the item you purchased, we will immediately get in contact with you.

For accessories and lamps which are held on stock, the delivery time will take between 1 and 3 weeks, depending on the recipient country (both distance from our warehouse and local regulations at the destination). As most of our products will be manufactured upon request only, it can take between 6 and 8 weeks to produce and deliver the goods. For time sensitive deliveries please reach us at email@mordesign.com

All the timings mentioned above will be shared with you properly via email, so you can follow the whole process in the best way.

 

SHIPPING COSTS

The shipping cost will be calculated at checkout, depending on the size of the order and the shipping destination. Upon entering your shipping address, you will see the checkout total update with the appropriate shipping rate. We will always try to individually find the best solution for you.

 

DUTIES & TAXES

For deliveries inside the European Union (EU), all prices include the legal Portuguese VAT = 23%.

For deliveries outside the European Union (EU), the VAT is not included. However, you may be charged VAT, import duties, and/or taxes upon receipt of your package, which are levied by customs. MOR ships your package according to Incoterm Delivered Duty Unpaid (DDU). This means that we do not collect VAT, duties and/or taxes on orders to countries outside the EU, and we cannot predict what your charges may be. If you do incur any such additional charges, they must be rendered for your package to clear customs.

MOR does not cover additional storage or shipping costs that may result from lack of custom clearance or duty/tax payment. Please contact your local customs office for more information. 

 

RETURNS

We want you to be happy with your purchase from us.

You may return your purchased item within 30 days after the delivery of your order in its original packing and condition. We reserve the right to refuse returned items that are not in original condition due to the following reasons (but not limited to): missing original packaging, item packaged differently than way received, missing components, visible damages caused by customer or incorrect packaging. We will not take back personalized items, that got manufactured upon the customer request.

The customer is responsible for any shipping charges associated with returning an item.

Refunds for returned products will be made within two weeks from the date of receipt of the product to the original purchaser’s credit card. Note that the original shipping cost, duties, and/or taxes will not be refunded. For countries within the EU, VAT will be included in the refund. 

To initiate a return please contact us at email@mordesign.com. Make sure to include your order number as well as a reason for the return. We will evaluate each situation and act as needed to solve it as soon as possible.

If your order has been returned to us due to failed delivery attempts, you can either request a refund minus accumulated shipping costs for the order, or we can re-ship the order once re-shipment costs have been paid.

We do not offer direct exchanges. Orders can be exchanged by returning for a refund and submitting a new order.

 

INCORRECT OR DAMAGED ORDERS

In case your product(s) appear to be damaged or have been broken during transportation, please make sure you take pictures of any visible damages to document potential issues (both of the packaging and products itself) and contact us at email@mordesign.com, sharing the following information: order number; photos; article. Please hold on to all packaging and product(s) while we review your claim. We will evaluate each situation and act as needed to solve it as soon as possible.

Damaged goods must be reported immediately upon receipt of goods. Make sure to check all packages carefully at delivery! Report any visible damages directly to the carrier before signing for the delivery. Make sure it is noted on the delivery receipt and signed by the carrier.

Delivered goods need to be checked for potential delivery damages within 15 days of delivery. Make sure to report any potential claims within this 15-day timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

Please note that many of our products are hand-made and therefore each possess unique characteristics. Small imperfections are often inherent to the natural materials we work with and are what makes each piece unique.

 

COLLABORATIONS

For any inquiries concerning retail, large orders, partnerships or project requests please contact us and we will find a solution together. We welcome proposals in these terms.