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Returns & Exchanges

What is our returns / exchanges policy?


ONLINE

While we hope that you will love every purchase, if you are not completely satisfied with your goods we will happily offer you a full refund, free exchange or online credit. Our return cut off time is within 14 days from receipt of your item (UK+EU customers) or 7 days from receipt of your item (International customers outside EU). Your item(s) must be received back to us within that time frame. We regret that we are unable to issue refunds for goods returned to us after this time. Returns outside of this timeframes may be accepted at the discretion of MorsePoint Menswear Ltd. and may only be refunded as a credit against a future purchase. Faulty goods will be refunded however this guarantee excludes faults caused by neglect, misuse, accident or normal wear and tear, and failure to follow instructions of care.


READ THE POINTS BELOW CAREFULLY REGARDING ALL RETURNS:

Clothing:
• The item must be in a perfect, resalable condition with all labels and tags attached.

Footwear:
• Must be tried on carpeted surfaces. Use our outer MorsePoint box when returning as to not damage the product box. Do not apply any labels or adhesive tape directly to the product box. Items mistreated this way will be rejected.

Non-returnable:
• MorsePoint cannot accept returns on underwear and swimwear for hygiene reasons.

Additional: 
• Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return.
• The package is your responsibility until it reaches us, therefore, we recommend that you send the package by recorded delivery for security purposes which will insure you for the value of the goods.
• Please keep a record of proof of postage with tracking number.
• If you receive a complimentary gift with your order(s) as part of a ‘gift with purchase’ promotion you must return the gift to us with your item(s).


WHEN WILL I RECEIVE MY REFUND?

We offer a full refund for the price of the item(s) (excluding postage) for any item(s) purchased online. We aim to process all refunds within 1-2 working days of receiving the item. Please be aware that during seasonal peaks there may be a slight delay. All successfully returned items will be credited to the account used to originally purchase the item(s).

Once your return has been processed, you will be sent an email confirmation.

Card: Allow 3-5 working days for this transaction to appear on your bank statement.

PayPal: PayPal will send a confirmation email advising your refund amount and original payment method you used.

Amazon: Amazon will send a refund confirmation to which card your refund if going back to. However, Please allow 3-5 working days for this transaction to show on your bank statement.


IN-STORE PURCHASES

Please return your unworn item(s), in perfect, resalable condition with all labels and tags attached to our store within 7 days of purchase for a full refund, or within 14 days of purchase for an exchange or credit note. Sale items must be returned unworn, in perfect, resalable condition with all labels and tags attached to our store store within 7 days of purchase for an exchange or credit only.

 

HOW TO RETURN YOUR ONLINE ORDER?

Follow the steps on your printed returns form inside the package. If you have misplaced your form, please email us at customercare@morsepoint.co.uk


UNITED KINGDOM INCLUDING NORTHERN IRELAND

1. Log into your customer account (my order history) and file a return request. Please follow the instructions which will then be emailed to you.

2. Fill in the reason box with the number that best describes why you are returning the item.

3. Tick the relevant box on Returns form (inside the package) alongside the items you are returning so that we know whether you want a refund or an exchange.

4. If you wish to exchange an item please fill in the Replacement Details box.

5. Go to http://www.royalmail.com/track-my-return/create/949.
6. Download your returns label and print it at home*
7. Securely attach the label to your parcel, ensuring any other delivery labels are removed from the packaging. 
8. Take your parcel to your local Post Office.

9. It can usually take up to 3 working days (excluding weekends and bank holidays) for your return to be delivered back to our returns office.


*Royal Mail can also print the label for you. Take the email and your packaged item to a Post Office® branch or Royal Mail Customer Service Point (CSP). We’ll then scan the QR code and print the label for you. If you choose a CSP, check before you go that it can print labels. Check our location finder and look for ‘Label printing service is available’ under 'facilities'. 

Keep hold of any proof of postage receipts you receive until the refund has been completed. To keep of track your parcel, you can do so on the link below. 
https://www.royalmail.com/track-your-item

Please note: This is a free returns label.


INTERNATIONAL EU+NON EU customers

1. Log into your customer account (my order history) and file a return request. Please follow the instructions which will then be emailed to you.

2. Fill in the reason box with the number that best describes why you are returning the item.

3. Tick the relevant box on Returns form (inside the package) alongside the items you are returning so that we know whether you want a refund or an exchange.

4. If you wish to exchange an item please fill in the Replacement Details box.

5. Package up your return and make sure it is fully enclosed.

6. Take your parcel to your local Post Office. You may post your return on an economy service, please keep any tracking numbers for future reference. The cost of returning the item to us is your responsibility. The postage paid for the order will not be refunded when returned however exchanges will be posted free of charge.

7. NON-EU Returns: The product must be packed with a note above the address stating the goods are being returned. Failure to do this will result in import duties being removed from the amount refunded- at the customer's expense.

Defective Items

If your item(s) is damaged or has a manufacturing fault we may be able to offer alternatives such as repair or exchanges. In most cases, you will need to return your item(s) for assessment by our returns department. If you are a UK customer, please return your product(s) using the Royal Mail returns service listed above. If you are a customer based outside of the UK, please contact our customer care team for return shipping instructions.

Goods are classified as faulty if they are received damaged, or where a genuine manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted.

MorsePoint cannot accept any responsibility for damaged items or where a fault occurs after a period of 6 months since purchase. In some cases, we may be able to resolve these matters with the manufacturer but we cannot make any guarantees and these matters will be dealt with on a case by case basis.

Once the item(s) is returned a member of our customer care team will inspect the item to determine the cause of the fault and whether you are entitled to a refund, exchange or repair. In some cases, we will have to liaise with the supplier directly.

Where possible faulty items will be repaired either by MorsePoint or by the manufacturer. Most manufacturer repairs usually take between 2-6 weeks depending on the fault, however, you will be advised of this should your item need to be repaired.

If an exchange is offered on a faulty item please be aware that we are only able to do so subject to availability. A full refund will only be offered if the item cannot be repaired or replaced within a reasonable length of time.

For information on all faulty items outside of our returns policy, please contact customercare@morsepoint.co.uk

 

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