Refund policy
Shipping & Returns Policy
At MOR, we believe in transparency, quality, and building trust. We work hard every day to ensure your shopping experience is smooth, secure, and enjoyable. Below you’ll find everything you need to know about our shipping times, returns process, and your rights as a customer.
Shipping
Every order is carefully prepared and shipped in 24 hours. For made-to-order items, please allow extra production time — we always indicate these timelines clearly on each product page.
Shipping times vary depending on your location and the type of product ordered.
Once your order is dispatched, you’ll receive a tracking number via email so you can follow your parcel’s journey.
If any unexpected delays occur (e.g., customs, strikes, or force majeure), we’ll keep you informed every step of the way.
Made-to-Order Products
Some of our pieces are made especially for you, allowing us to offer a truly personalized experience.
Because these items are crafted to your specific preferences, they are not eligible for cancellation or return under Article 16 of EU Directive 2011/83/EU — unless there is a manufacturing defect or the product does not match your order.
Right of Withdrawal (EU Customers)
You have the right to cancel your purchase within 30 days of receiving your order — no explanation needed.
To initiate a return, simply email us at email@mordesign.com with your order number and request. We’ll guide you through the next steps.
Requirements
Items must be unused, in perfect condition, and returned in their original packaging.
Return shipping costs are the responsibility of the customer, unless the item is defective or an error occurred on our end.
Refunds (EU Customers)
If you exercise your right of withdrawal, you are entitled to a full refund of the amount paid, including the original delivery cost (if charged), as per EU Directive 2011/83/EU.
Refunds will be processed within 10 days of us receiving the returned goods or valid proof of return (whichever comes first).
We will issue the refund using the same payment method used during checkout.
Return shipping costs are non-refundable, unless the item was received damaged or incorrect.
If the product has been used, returned without original packaging, or shows signs of wear, we may deduct an appropriate amount from the refund, as permitted by law.
Please note: Made-to-order or personalized products are not eligible for refunds unless faulty or incorrect.
Legal Warranty (EU)
All of our products are covered by the EU-mandated 2-year legal warranty. If an item develops a manufacturing fault within this period, please contact us — we’ll be happy to assess the issue and arrange a replacement, repair, or refund if necessary.
International Orders (Outside EU & USA)
We’re happy to ship worldwide! If you are ordering from a country outside the European Union or the United States, please note the following:
Import duties, customs fees, and local taxes (if applicable) are not included in our prices and may be charged by your local authorities upon delivery. These charges are the sole responsibility of the customer.
Please ensure your shipping address is accurate. We cannot be held responsible for delays or issues caused by incorrect information.
International delivery times may vary due to customs processing and local logistics. We appreciate your patience and will provide tracking for every order.
Return requests from outside the EU/US are handled on a case-by-case basis. Please contact us before sending anything back.
As with all orders, made-to-order and personalized items are non-refundable, unless faulty or incorrect.
Need Help?
We’re always here to help. If you have any questions about shipping, returns, warranty claims or anything else, don’t hesitate to reach out.
Email us at email@mordesign.com or contact us via our social channels — we’ll be happy to assist you!
Thank you for choosing MOR. We’re proud to bring you timeless, high-quality pieces, and we’re here to make sure your experience is nothing short of excellent.