Refund policy

EXCHANGES AND RETURNS

 

/ ONLINE RETURNS

Returns are available internationally. The procedure will be managed according to the market of origin:

1. Managed through Morena Dept logistics (UPS / Correos):

  • Spain: Mainland and the Balearic Islands.

  • Portugal.

  • European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Slovakia, Slovenia and Sweden.

  • International Countries: United Kingdom, USA and Canada.

2. Managed by the customer:

  • Spain: Canary Islands, Ceuta and Melilla.

  • Rest of the World: Countries not listed above and non-EU territories. The customer must bear the full cost of transport and any customs charges arising from importation.

 

/ ONLINE EXCHANGES

The size or item exchange service is available exclusively in the following territories:

  • Spain: Mainland and the Balearic Islands.

  • Portugal.

  • European Union.

 

/ EXCHANGE AND RETURN FEES

1. Managed with Morena Dept’s logistics carrier:

  • Spain (Mainland) and Portugal:

    • Returns: €4.50 (deducted from the refund amount).

    • Exchanges: First exchange free. Additional exchanges: €4.50.

  • Balearic Islands:

    • Returns and exchanges: €7.00.

  • European Union:

    • Returns and exchanges: €12.00.

  • International Countries (United Kingdom, USA, Canada):

    • Returns and exchanges: €25.00.

2. External management (Shipping at the customer’s expense): In territories where the return is managed independently (Canary Islands, Ceuta, Melilla and countries not listed), the cost will depend on the carrier chosen by the customer. Morena Dept will not cover shipping costs or import duties.

/ HOW TO START A RETURN

To start a return, you can contact us at returns@morenadept.com.

 

/ EXCHANGE AND RETURN CONDITIONS

For any exchange or return to be accepted, strict compliance with the following points is required:

  • Condition of the goods: Items must be returned in perfect condition, with no signs of use, washing, stains, odours or any condition that would prevent them from being sold as new.

  • Packaging: The product must include its original packaging and all factory-fitted tags.

  • Processing period: The request must be submitted within a maximum of 14 calendar days of receiving the order.

  • Exclusions: For hygiene reasons, exchanges or returns are not accepted for underwear, socks and accessories (earrings, bracelets or rings) that are outside their original packaging.

  • Initial shipping: Shipping costs for the original order are non-refundable.

 

/ OUTLET AND PROMOTIONS POLICY

  • Returns: Items purchased under "Final Sale" or "Outlet" categories are not eligible for a refund.

  • Exchanges: Only size exchanges are permitted, strictly subject to stock availability at the time of processing.