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Refund policy

PRE-ORDERS

All pre-order items are 100% made to order and will take 4-6 weeks to ship. Shipment delays do not qualify for refunds. If your order also contains an in-stock item/s, these will be shipped together with your pre-order item/s. 

CHANGES/ CANCELLATIONS

If you need to change or cancel your order, contact us ASAP. You can reply directly to your order confirmation email. Unfortunately, if there's been more than 24 hours since you placed your order, cancellations or changes cannot be made. 

PROBLEMS WITH ORDER

Let us know within 7 days of receiving your order if something is wrong- incorrect or damaged item, etc. Reply to your confirmation email with what the problem is and include pictures if applicable. We'll take care of you! 

SALE/DISCOUNTED ITEMS/SAMPLES

All discounted items and samples are final sale.

RETURNS & EXCHANGES

We sincerely hope that you adore your Murlong Cres items as much as we do. However, if you find yourself needing to make a return, we kindly ask you to review the following guidelines:

To initiate a return, please ensure that it is requested within 14 working days from the date of receiving your order. As a valued customer, you are entitled to a 14-day right of withdrawal. In the event of any disputes, we are committed to adhering to the recommendations of the Norwegian Complaints Board.

For a successful return, please ensure that the items remain unused, with safety tags intact and within their original packaging. Unfortunately, any items that have been used, damaged, soiled, or altered in any way may be declined and returned back to you.

If you are based in Norway we offer one (1) free exchange per order. If you wish to make a second exchange, we will not cover the shipping costs. Follow the same process as if you would initiate a return. We cannot do international exchanges at this time - you would need to place a new order with the items you want. 

Returns will be refunded to the original payment method. If the original payment method is not available, you will be issued a store credit.

PLEASE NOT THE FOLLOWING:

  • We do not stand for the return shipping cost* and it will be deducted from your refund.

  • We're unable to accept returns beyond the 14 days of your receipt and anything sent to us after the 14 days may be rejected and returned back to you.

  • The costs for the return shipment as well as any related costs for importing the goods back to Norway shall be borne by you.

  • When you drop off your package at the post office, we highly recommend you to obtain the tracking number and proof of postage for further reference.

* The return shipping cost is:

Norway: 50 NOK
Rest of Europe: 200 NOK
Rest of the world: 300 NOK

If you need help with your return, please email us at hello@murlongcres.com for assistance.

HOW TO SUMBIT A RETURN REQUEST

If you would like to make a return, please click here to proceed and you will be directed to our service for returns. Please follow the steps. When the form has been submitted, we will come back to you in a separate email with further instructions.

RETURNED TO SENDER / REFUSED PACKAGES

Orders refused or deemed undeliverable by either Posten or DHL will be returned to our warehouse. We will contact the customer via email and phone a total of three times before cancelling the order. Customers who still want to receive the package must pay for a new shipping label.