Returns & Exchanges

We sincerely hope you love your Murlong Cres items. However, if you need to make a return or exchange, please review the following guidelines:

Returns:

1. Initiate and Ship: Begin your return and ship the item within 14 days of receiving your order. To make a return or exchange, please click here.
2. Condition: Items must be unused, with safety tags intact, and in their original packaging.
3. Refunds: Returns are refunded to the original payment method. Please note that:
4. Shipping Costs: Murlong Cres does not cover return shipping costs. We recommend using your local post office with a tracking ID.
5. Refund Processing: Refunds are processed within 10 business days after receipt. The exact timing depends on Shopify and your bank's processing times.
6. Non-Refundable Fees: International duties, taxes, and original shipping costs are non-refundable.

Exchanges:

1. Initiate and Ship: Start your exchange and ship the item within 14 working days of receiving your order.
2. Condition: Items must be unworn and still fitted with all security ribbons and labels.
3. Processing Time: Exchanges take around 2-3 working days to process, plus delivery time.
4. Shipping Costs: Murlong Cres does not cover the cost of shipping for exchanges back to our warehouse. However, we are pleased to cover the shipping cost to return the item to you.

If you have any questions or need further assistance, please contact our customer service team at hello@murlongcres.com.

We respond to emails Monday through Friday, 08:00–16:00. Please note that sending multiple emails may push you further back in the queue.

To make a return or exchange, please click here.

Please note that all returns require manual approval, and we process approvals Monday through Friday before 10am. Thank you for your understanding!

All pre-order items are 100% made to order and will take 6-8 weeks to ship. Shipment delays do not qualify for refunds.

If your order includes in-stock items, they will be shipped together with your pre-order items.

After receiving your pre-order, you are entitled to a 14-day right of withdrawal.

Custom-tailored items are crafted just for you and, as such, cannot be returned. Please allow an additional 1-2 weeks for delivery. We assure you, the extra time will be well worth it for the perfect fit and personalized touch.

If you wish to cancel your order, please contact us immediately. Once the order has shipped, we cannot cancel it.

If your order has not yet shipped, we can modify details such as the address, name, and telephone number. However, once the order has been confirmed and shipped, no adjustments can be made to the provided information.

If you need to change your order, please contact us at hello@murlongcres.com.

Please note that once a purchase is made, it is not possible to change or add products to the order.

If there is an issue with your order, such as an incorrect or damaged item, please notify us within 7 days of receiving your order. Reply to your confirmation email detailing the problem and include pictures if applicable. We will take care of it promptly!

All sale, discounted items, and samples are final sale and cannot be returned or exchanged.

If your order is refused or deemed undeliverable by Posten or DHL, it will be returned to our warehouse. In such cases, we will attempt to contact you via email and phone up to three times before canceling the order.

Customer Responsibilities:

1. New Shipping Label: If you still wish to receive the package, you must pay for a new shipping label.
2. Return Costs: The costs for the return shipment and any related import fees back to Norway will be deducted from your refund.
3. Refusal of Shipment: If a shipment from Murlong Cres is refused, you will be responsible for the initial shipping costs, any incurred import fees, and return shipping expenses. In some cases, the shipping carrier may deem the package abandoned, leading to its disposal. Such orders will not be eligible for a refund.

If you have any further questions or need assistance, please contact our customer support team. Your satisfaction is our priority, and we are here to help.