Returns & Exchanges
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 also contains an in-stock item/s, these will be shipped together with your pre-order item/s.
Custom-tailored items are non-returnable, as they are created exclusively for you. Delivery time for custom-tailored pieces may take an extra 1-2 weeks, but rest assured, the wait is well worth it.
Unfortunately, once your order is placed, cancellations or changes cannot be made.
Unfortunately, information such as address, name, telephone number and other information cannot be adjusted after the order has been confirmed. The order is confirmed as soon as you have completed your purchase. Always make sure that the information you provide at checkout is correct before you complete the order.
Please note, that it is not possible to change or add products to an order once the purchase has been 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!
All sale/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.
- Custom-tailored items are non-returnable, as they are created exclusively for you.
* Returns are not free, your label will be generated in our returns portal and the total deducted from your refund. Estimated return cost:
Norway: 79 NOK / 7 USD / 7 EUR
Rest of Europe: 300-400 NOK / 29-37 USD / 27-35 EUR
Australia: 500-600 NOK / 49-56 USD / 52 EUR
Rest of the world: 300-400 NOK / 29-37 USD / 27-35 EUR
If you would like to make a return or exchange*, please email firstname.lastname@example.org. Make sure to include your full name and order number. We will get back to you as soon as possible with a return label and further instructions.
*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.
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.
Please note that the costs for the return shipment as well as any related costs for importing the goods back to Norway shall be borne by you and will be deduced from your refund.