OUR RETURN POLICY
Moriel Heritage offers store credit or refunds within 7 days from the delivery date, for items with tags attached and in original, unworn condition.
To begin, email heritage.clientteam@gmail.com with your order number.
All returns must be approved by our client team before an item is sent back.
All Sale Items & Accessories are considered Final Sale.
Orders paid for in full or in part with store credit are considered Final Sale.
STORE CREDIT
Returns processed as store credit receive an additional $5 USD bonus credit, with no processing fee deducted. Credit may be used on any future purchase and is valid for 1 year from the date of issue.
REFUNDS
Refunds are issued to the original payment method once the item has been returned and inspected. A return processing fee of $5.95 USD applies, plus $1.00 USD for each additional item in the same return, deducted from the refund. Original shipping costs are non-refundable.
CHANGE OF MIND & FIT
We accept returns for change of mind, sizing and fit on full priced items within 7 days of delivery, for store credit or refund as set out above. Size guides are available on every product page.
HOW TO REQUEST A RETURN
- Email heritage.clientteam@gmail.com within 7 days of delivery, quoting your order number and the number of item(s) to be returned.
- Our client team will respond within 2 business days with your options and, where a return is required, the correct return address.
- Approved returns must be dispatched within 7 days of approval using a tracked service, with your name and order number enclosed.
Items sent without prior authorisation cannot be accepted. Please do not return items to the address printed on your original packaging.
PROCESSING TIMES
Approved returns are inspected, and processed within 5 business days of arrival. Refunds are issued to the original payment method within 5–10 business days thereafter. Store credit is issued on approval.
Our returns team reserves the right to refuse a return that does not meet the conditions below.
CONDITION REQUIREMENTS
Items must be returned in original condition: unworn, unwashed, with all tags attached, and free from marks, scent, cosmetics or pet hair. Co-ordinated sets must be returned in full; individual pieces cannot be accepted. Items that do not meet these conditions will be returned to the customer, at their postage expense.
ITEMS WE CANNOT ACCEPT
- All sale items which are considered final sale
- All Accessories including Earrings, Bracelets, Necklaces, Bags & Belts
- Swimwear for hygiene reasons
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Claims submitted more than 7 days after delivery
FAULTY OR INCORRECT ITEMS
If an item arrives damaged, faulty or incorrect, please contact us with photographs within 7 days of delivery. Where a fault is confirmed we will arrange a replacement, or refund where applicable, and no return is required.
The following are not considered faults: loose threads or raw edges, slight colour variation caused by screen or lighting differences, natural variation in fabric texture, and measurement differences of 2–3cm between pieces.
RETURN POSTAGE
Return postage is at the expense of the customer, along with any customs or import charges incurred. We recommend a tracked service, as we are unable to accept responsibility for parcels lost or undelivered in return transit.
UK & EUROPEAN UNION - 14 DAY COOLING OFF PERIOD
Orders delivered within the UK or EU may be cancelled within 14 days of receipt without reason, with a full refund of the item. Return postage remains the responsibility of the customer. This entitlement applies in addition to the terms above.
CANCELLATIONS
Orders may be cancelled within 24 hours of purchase. After this period orders have entered processing and cannot be cancelled.
DELIVERY DELAYS & CUSTOMS
Delays arising from customs clearance, carrier processing, weather events or peak seasonal volumes fall outside our control and are not grounds for refund once an order has been dispatched. Duties, taxes and import fees levied by the destination country remain the responsibility of the customer.
Where a carrier confirms an order has been lost in transit, we will reship at no cost.
FAIR USE
Returns are assessed in good faith. Where patterns indicate items worn prior to return, a disproportionate volume of returns, or claims that cannot be substantiated, we reserve the right to limit return options on future orders or to decline them.
