Return Policy

MORLOW RETURN POLICY

Thank you for visiting and shopping at Morlow and We are truly sorry if you are having any issues or inconvenience about the purchase. Please read the steps below carefully to get better result for your return request.

Customers have 15 days from the day they received their item to request a replacement, refund or returns. Shipping and handling fees are not refundable in any cases.

First of all, if you would like to refund or return for any reasons, please contact our Support Team at [email protected]. Please include the order number, provide reasons why you request a replacement following with proof such as pictures of the items in order for us to more quickly process your return.

When can I request a replacement item?

A: Each product has to be inspected carefully before delivered. But mistakes are inevitable and to make sure that all customers are satisfied, we offer replacement items for any of the following reasons:

  • The product itself is flawed;
  • Final product is materially different than the design presented on our website;
  • The following information of product is not the same as the order: type, size, color.

 

How do I return items?

A: If customer would like to return the item we only accept return of items if they meet all of following conditions:

  • Within 14 days of receipt of your shipment
  • In original condition
  • Unwashed and Unworn
  • In the original packaging

After contacting our Morlow Support Team at [email protected] and receive our response, please do exactly following instructions: Pack all the returned items, along with a print off of your confirmation of purchase email, go to local post office, or another courier, to ship the package to the address we noticed you via email.

Please provide us the tracking number from post office or couriers. You will receive an email as soon as we received your items. We will also send you another email to notify you if we approve or reject to refund in your case.

 

Can I exchange for switching size/color of the product?

A: All product are customized based on customer’s demand so please check size chart carefully before making purchase, we can support exchange size or color but it will require handling and fulfillment fee, and fee is based on product’s option – this fee is only to run our system without profit, so we hope that you can understand this for us.
So check size chart before ordering, you still can contact to us in 12 hours after order was made if you want to change any order information (for free), we will update so do it as soon as possible.

In other cases, we do not support return for any reason such as “no more interest” or “don’t like anymore”.

 

Lost your packing list?

A: We will check and if carrier lost your package, we will process new package for fee.

If item got lost/ returned to sender because shipping address provided by customer was wrong, we can support reship item, but it will require handling fee – this fee is only to run our system and buy new shipping label, no profit, so we hope that you can understand this for us.

Pack in original packaging, unwashed and unworn in resalable condition with original warranty info, package inserts, etc. with your name, address, and phone number (or alternatively a copy of the invoice) describing what action you’d like us to take once we receive the item.

 

Lost your order?

A: If carrier lost your order, we will send replace to you. So contact to us if you need any support.

In case order is returned back to us because of wrong shipping address provided by customer, order will be donated to local charity.

 

Credits?

Issued in the same manner the purchase was made, usually same day we receive in our warehouse. Please allow one billing cycle for credit card credits to show up on your statement. Checks are mailed within two weeks. If you purchased your item through PayPal, we process the return and they will credit your account. Sorry, shipping fees are not refundable unless we made the error.

Email us at [email protected] (Monday through Friday 9 AM to 5 PM PST only).