Returns and Exchanges Policy

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

Refund to original payment method

• If you choose a refund to your original payment method, original shipping costs are non-refundable.
• Return shipping is not covered by Murlong Cres. If you use our prepaid return label, the return shipping cost will be deducted from your refund.
  

Return shipping rate

• Norway: 200 NOK
  

Important information

• Refunds are final once issued and cannot be changed to store credit afterward.
• Refunds are processed within 30 business days after we receive and inspect your return.
• The exact 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.

Mystery Bundles

Mystery bundels are non-refundable.

Return Window

Returns must be initiated and shipped within 14 days of receiving your order.

Item Condition

All items must be unused and unworn, with original tags and safety ribbons attached, and returned in their original packaging. Items that do not meet these conditions cannot be accepted.

Duties, Taxes & Pricing

All international orders ship Delivered Duties Paid (DDP), meaning duties and taxes are already included in the item price you see at checkout.

We cover these charges upfront to ensure a seamless delivery experience with no unexpected fees upon arrival.

Because these duties and taxes are paid directly to customs on your behalf, they are non-refundable when you choose a standard refund.

However, if you choose store credit, we will reimburse the full amount of duties and taxes, as store credit remains within our system and allows us to absorb these costs without financial loss.

This structure also reflects why our international pricing differs between regions — duties, import taxes, and logistics costs vary significantly across countries.

Return Options

You may return your item for store credit or a refund. Please read the differences carefully.

Store Credit (Recommended)

Choosing store credit offers the best value.

You will receive:

• The full item value as a Murlong Cres gift card
• Reimbursement of any duties and taxes paid at delivery
• Store credit issued within 10 business days of receiving your return

You cover the return shipping cost.

Refund to Original Payment Method

If you prefer a refund:

• You cover the return shipping cost
• Duties and taxes are non-refundable
• Original shipping costs are non-refundable
• Refunds are processed within 30 business days after we receive your return
• Refunds cannot be changed to store credit once processed

Actual timing may vary depending on Shopify and your bank.

Return Shipping Rates (when using our label)

USA: 350 NOK
UK: 350 NOK
Australia / New Zealand: 600 NOK
Rest of the world: 500 NOK

Return label costs are deducted from your refund or store credit.

Using Your Own Shipping Label

If you choose to return your order using your own shipping label, please be aware that the parcel may be stopped in customs and subject to additional duties and taxes upon re-import to Norway. Any such charges are the responsibility of the customer.

When using our return labels, all duties and taxes are already included in the return cost, ensuring smooth customs clearance.

If you use your own shipping label, you are fully responsible for the shipment reaching our warehouse safely and without additional charges. We cannot be held responsible for parcels delayed, held, or returned due to customs issues when an external label is used.

Sale Items

All sale items are final sale for international customers and cannot be returned or exchanged. Including Mystery Bundles.

Non-Refundable Costs

• Original shipping costs
• Duties and taxes (unless you choose store credit)

If you wish to change your item, you will need to file a return and place a new order for the correct style, size, or color.

Return Requirements:

• Return Window: Items must be registered and shipped back within 14 days of receiving your order.
  
• Item Condition: Items must be unworn, with all security ribbons and labels fully intact.
  
• Processing Time: Returns are processed within 2–3 business days after we receive your item.
  

If you need help selecting the right size or style for your new order, our team is happy to assist you.

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.