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Complimentary Shipping and Returns
Shipping, Exchanges & Returns
WHERE WE DELIVER
We currently offer complimentary delivery to peninsular Spain and the Balearic Islands, mainland Portugal, metropolitan France, Italy, Germany, Belgium, the Netherlands, Luxembourg, Austria and the Republic of Ireland.
We do not deliver to the Canary Islands, Ceuta, Melilla, overseas territories or special tax territories, PO boxes or mail-forwarding addresses.
All orders are dispatched from Spain. As deliveries are made within the European Union, no customs duties or import charges are payable on receipt.
Delivery times
IN STOCK
Estimated delivery is 4 to 8 working days from confirmation of the order.
MADE TO ORDER
Some pieces in the collection are made once the order is placed. In these cases, estimated delivery is 10 to 15 working days, covering both making and transport.
The date or estimated lead time is shown on each product page before purchase.
Where an order combines pieces held in stock with pieces made to order, all are dispatched together once the order is complete, and the longer lead time applies.
Lead times are estimates. In periods of high demand, or in exceptional circumstances affecting the carrier, delivery may take longer. Should a significant delay arise, we will be in touch.
Secure delivery
Every order is insured for its value and requires a signature on delivery.
Once your order leaves the atelier, you will receive an email with tracking details.
Please provide a complete, correct address where someone can receive and sign for the delivery.
Returns
You have 14 calendar days from receipt of your order to tell us you wish to return a piece.
Once you have told us, you then have a further 14 calendar days to prepare the piece and make it available to the carrier.
To begin, complete the returns form on our website. If you have any difficulty, write to us at contacto@murmells.com
Please do not send the piece yourself. Once your request is approved, we will arrange collection from the address provided.
Each order includes one complimentary collection. To return several pieces from the same order, please send them together in a single parcel. The cost of a second collection, or of a separate return, is borne by the customer, unless it results from an error on our part or a faulty piece.
You may also return a piece in person at our atelier, by appointment.
Conditions of return
Pieces may be tried on just as you would in a shop, only to check size, character and fit.
For us to refund the full value, pieces must be returned:
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Unmarked, and free of odour, wear or any sign of use.
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Unwashed, uncleaned, unaltered and unrepaired.
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With their original labels and accessories.
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In their original box and packaging wherever possible.
The customer is responsible only for any diminished value resulting from handling beyond what is needed to establish the nature, characteristics and fit of the piece.
Should we notice anything on receipt, we will be in touch before applying any deduction.
Made-to-order pieces in standard sizes may be returned on these same terms.
Size exchange
You may request a size exchange within 14 calendar days of receiving your order.
The first size exchange on each order is complimentary and includes collection of the original piece and delivery of the new size.
The piece must meet the same conditions set out for returns. The new size is sent once we have received and checked the original.
Exchanges are subject to availability. If the new size must be made, we will let you know the estimated lead time before confirming the exchange. Should it be unavailable, you may choose another size, wait for it to be made, or request a refund.
A size exchange uses the complimentary collection included with your order. Any further collection or separate return requested thereafter is at your cost, save for a fault or an error on our part.
Refunds
Refunds are issued to the same payment method used for the purchase.
They are made without undue delay and, in any event, within the legal maximum of 14 calendar days from the day you tell us you wish to withdraw.
Once the piece has been handed to the designated carrier, you will receive confirmation. The time for the amount to appear in your account depends on your bank or payment provider.
As initial standard shipping is complimentary, there is no initial delivery charge to deduct from the refund.
Incorrect, faulty or damaged pieces
If you receive a piece that is incorrect, faulty or damaged in transit, please contact us as soon as possible through the form, or by writing to contacto@murmells.com
We will arrange collection at no cost and consider the most fitting solution with you — correction, repair, replacement or refund, as the case may be.
We may ask for photographs to identify the issue and speed its resolution. This request does not limit your legal rights.
Undelivered orders
If you notice an error in the address, please contact us as soon as possible. Once an order has been dispatched, it is not always possible to amend it.
Where an order is returned to the atelier owing to an incorrect or incomplete address, repeated absence or non-collection, we will contact you to arrange a new delivery. The cost of re-dispatch may be borne by the customer where the issue is attributable neither to Murmells nor to the carrier.
Should you prefer to cancel the order, it will be handled under the applicable return conditions.