Refund policy

Returns, exchanges and refunds

To start a return or exchange, email hello@motarafw.com first so we can send you a return authorisation and the address to send your pair to. Please do not send a pair back before we have replied. Pairs sent back without authorisation cannot be accepted.

 

Customers in the UK, EU and EEA

You can cancel your order within 14 days of delivery without giving a reason. Tell us by email, then send the pair back within 14 days of telling us. The pair must be unworn and in its original box, and you pay the cost of return shipping.

Once your pair reaches us, or you show proof that you have posted it, we refund the item price and the standard delivery cost to your original payment method within 14 days.

 

Customers in all other countries

You can exchange a pair, or return it for store credit, within 14 days of delivery. The pair must be unworn and in its original box, and it must reach us within that time. You pay the cost of return shipping. We issue your exchange or credit after your pair has arrived and been inspected.

 

Personalised pairs

Personalised and made-to-measure pairs, including Motara Privé pairs and pairs with embroidered initials or custom artwork, cannot be returned or exchanged. A catalogue style that we make after you order it is not personalised for that reason alone.

 

Faulty or wrong pairs

If your pair arrives faulty or is not the pair you ordered, email hello@motarafw.com as soon as you can with photos and your order number. Once we have confirmed the problem, we will remake or replace the pair at no cost to you.

 

This policy does not affect your statutory rights.