Return Policy
We want our customers to be fully satisfied with the choice they have made. If for any reason you are not happy with your order, the size is not suitable, or the delivered product does not match with your specifications, or you find a manufacturing defect, you have the right to return your order.
We accept returns within 14 days, starting from the day your order has arrived at the delivery address.
Return items not accompanied by a filled out Return Form will not be accepted. The printed Return Form is provided by us within any package.
Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged, unwashed and unused, with all tags attached and the original packaging included
- Footwear must be returned with the original branded boxes. When trying on footwear, please do not mark the soles or damage the shoe box
- Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you
- Lingerie/bodysuits must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
- Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you. We can only proceed with further necessary alterations.
All the international shipping costs of the return must be supported by the customer.
For a faster and safer international return, we strongly recommend you to use the shipping company we work with: DHL Express or UPS. Anyhow, you can also use another registered international delivery company (not post services) for the return and provide us all shipping details through email at eshop@murmur.ro.
For an easier return process, we can arrange a delivery pick-up at your place with our delivery company. Write us an email with all the pick-up details and we can generate a payment link for the delivery costs and provide you the shipping label that you must print and attach to the parcel.
In case of dispute, we strongly recommend you retain proof of return, such as a consignment note.
We do monitor the number of returns made by customers and more than 3 unjustified returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of future orders being refused.
MURMUR will contact you within 5 days (with the exception of weekends and public holidays) of receipt of the returned goods.
DELIVERY DETAILS FOR THE RETURN:
Company: SC SURFACE ANATOMY SRL
Address: 16 Dr. Burghelea Street, Bucharest
Romania, 024032
Po. Number: +40 (747) 057 780
REFUNDS
Once your return has been received by our brand, it can take up to 5 working days to process.
When your return has been accepted subject to the returned goods meeting the conditions listed in the paragraphs above, your refund will be processed to your original payment method, excluding any delivery costs or taxes/import duties. Refunds can take up to 14 days to show in your account, depending on your payment provider.
If you have paid via Paypal, any transactional charges that might apply will not be refunded as these charges are levied by Paypal and not MURMUR.
EXCHANGES & CREDIT NOTES
If you wish to exchange your order for a different size and/or product(s) or be issued with a credit note, please contact eshop@murmur.ro within 14 days of receipt of your order and send the package back to us. Moreover, you must fill in the Return Form enclosed with your order and return it together with the order. Exchanges are subject to stock availability. We recommend you to contact us as soon as you decide to change the size/product/color, so we can put on hold the desired item until the return comes back to us.
The Credit Note contains only the amount of the products, excluding any delivery or taxes costs. You can use the Credit Note for any future orders placed on our website. Fulfill the Return Form specifying the desire to proceed with a credit note, and after we process the return, we create a Personalized code you can use at checkouts. We will inform you as soon as the Personalized Code will be created.
For any information, do not hesitate to contact us via email eshop@murmur.ro or phone/Whatsapp +40 (747) 057 780.