Returns and Exchanges Policy
We truly hope you love your Murlong Cres pieces. However, if you wish to make a return or exchange, please carefully review the policy below based on your location.
What’s New (as of November 1, 2025)a
We’ve updated our return policy to make things clearer and more flexible for you.
Here’s what’s changed:
- Free returns in Norway when you choose store credit
- Full reimbursement of duties & taxes for international customers who choose store credit
- Refunds still available, but duties & taxes are not refundable
- Once a refund has been processed, it cannot be changed to store credit afterwards
We recommend selecting store credit if you’d like to receive the full value of your order back.
Returns
Return Window
Returns must be initiated and shipped within 14 days of receiving your order.
Item Condition
Items must be unused, with all original tags and safety ribbons intact, and returned in their original packaging.
Return Options
You can choose between store credit or a refund. The difference is important.
If you choose Store Credit (Recommended)
You’ll receive the full item value as store credit on a Murlong Cres gift card.
Return shipping is free within Norway.
No deductions or fees apply.
Store credit will be issued within 10 business days of receiving your return.
If you choose a Refund
Return shipping is not covered by Murlong Cres and will be deducted from your refund if you use our prepaid label.
The following rates apply:
Norway: 200 NOK
Original shipping costs are non-refundable.
Refunds are final once issued and cannot be changed to store credit afterwards.
Refunds are processed within 30 business days of receiving your return. Actual timing may vary depending on Shopify and your bank.
Sale Items
In accordance with Norwegian consumer law, sale items are eligible for return within 14 days.
Non-Refundable Costs
Original shipping costs, international duties, and taxes are non-refundable.
Made-to-Order & Pre-Order Items
These pieces are crafted especially for you and follow the same return terms as above.
We do this to minimize overproduction and ensure each piece is made with purpose.
Return Window
Returns must be initiated and shipped within 14 days of receiving your order.
Item Condition
Items must be unused, with all original tags and safety ribbons intact, and returned in their original packaging.
Return Options
You can choose between store credit or a refund. The difference is important.
If you choose Store Credit (Recommended)
You’ll receive the full item value as store credit on a Murlong Cres gift card.
You cover the return shipping cost.
We will reimburse any duties and taxes you paid upon delivery once your return is processed.
Store credit will be issued within 10 business days of receiving your return.
If you choose a Refund
You cover the return shipping cost.
Duties and taxes are not refundable.
Original shipping costs are non-refundable.
Refunds are final once processed and cannot be changed to store credit afterwards.
Refunds are processed within 30 business days of receiving your return. Actual timing may vary depending on Shopify and your bank.
Return Shipping Rates (if you use our label)
USA: 350 NOK
UK: 350 NOK
Australia / New Zealand: 600 NOK
Rest of the world: 500 NOK
Sale Items
All sale items are final sale for international customers and cannot be returned or exchanged.
Non-Refundable Costs
Original shipping costs are non-refundable.
Duties and taxes are non-refundable unless you choose store credit.
Made-to-Order & Pre-Order Items
These pieces are crafted especially for you and follow the same return terms as above.
We do this to minimize overproduction and ensure each piece is made with purpose.
Exchanges
We currently only offer exchanges for customers in Norway.
- Return Window: Start your exchange and ship the item within 14 days of receiving your order.
- Item Condition: Items must be unworn, with all security ribbons and labels intact.
- Shipping Costs: Free.
- Processing Time: Exchanges are processed within2–3 business days of receiving the item, plus shipping time.
FAULTY OR INCORRECT ITEMS
We take great pride in the quality of our garments, but if you receive an item that is faulty or incorrect, we’re here to help.
Please email our customer service team at hello@murlongcres.com as soon as possible, ideally within 7 days of receiving your order. Include your order number, a description of the issue, and clear photos if relevant.
Our team will assist you in resolving the issue as quickly as possible.
NEED ASSISTANCE?
If you have any questions, our customer service team is happy to help.
Email: hello@murlongcres.com
Support Hours: Monday–Friday, 08:00–16:00 (CET / Norway time)
Please Note: To help us respond to you as quickly as possible, please avoid sending multiple emails regarding the same inquiry. This may delay your place in the queue. Our social media team does not handle customer service inquiries.