Cancellations & Refunds

Each Mora garment is made in considered quantities, and many pieces are crafted or finished specifically after an order is placed. We therefore encourage you to review the product details, measurements, and delivery timelines carefully before completing your purchase.

If you would like assistance with sizing or selecting a piece before ordering, please contact us at connect@labelmora.com

Order cancellations

An order may be cancelled within 24 hours of being placed, provided production, alteration, personalisation, or dispatch has not begun.

To request a cancellation, email connect@labelmora.com with your order number and the subject line “Cancellation Request”.

Once an order has entered production, alteration, personalisation, or dispatch, it cannot be cancelled.

If Mora is unable to fulfil an order, the customer will be informed and the full amount paid will be refunded to the original payment method.

If the requested size is unavailable

In the rare case that the requested size is unavailable, you may:

Select another product of equal or greater value, paying any applicable difference; or
Receive store credit for the value of the eligible item

Store credit is valid for 6 months from the date of issue. It cannot be exchanged for cash or transferred to another customer.

If a replacement product is of a lower value, the remaining balance will be issued as store credit.

Made-to-size and personalised orders

Garments made to measurements supplied or approved by the customer, altered on request, or otherwise personalised cannot be returned or exchanged.

If a made-to-size or personalised item differs materially from the measurements confirmed by Mora, or arrives defective, damaged, or incorrect, please contact us within 48 hours of delivery. We will assess the concern and arrange an appropriate resolution.

Minor variations arising from handmade processes, natural fabrics, hand embroidery, hand printing, dyeing, or screen settings are not considered defects. These variations are part of the individual character of the piece.

Sale items and other exclusions

The following are not eligible for return or exchange unless they arrive defective, damaged, or incorrect:

Sale or promotional items
Made-to-size, altered, or personalised garments
Gift cards
Items purchased from exhibitions, pop-ups, or third-party platforms, which remain subject to the terms communicated at the point of purchase

Defective, damaged, or incorrect items

Please inspect your order as soon as it arrives.

If an item is defective, damaged in transit, or different from what you ordered, email connect@labelmora.com within 48 hours of delivery with:

Your order number
A description of the issue
Clear photographs or a short video showing the item, packaging, and concern

Please retain the original packaging until the matter has been resolved.

Once the issue has been reviewed and approved, Mora will arrange and bear the cost of return shipping. Depending on availability and the nature of the concern, we will offer a repair, replacement, store credit, or refund.

Please do not send an item back before receiving written authorisation from Mora. Unauthorised parcels may not be accepted.

Refunds

Refunds are offered only when:

An eligible cancellation is approved;
Mora is unable to fulfil the order; or
An approved defective, damaged, or incorrect item cannot reasonably be repaired or replaced

Once the returned item has been received and inspected, we will notify you of the decision.

Approved refunds will be initiated to the original payment method within 7–10 business days. Your bank or payment provider may require additional time to reflect the amount in your account.

For Cash on Delivery orders, approved refunds will be transferred to a bank account provided by the customer.

Original shipping charges, duties, taxes, and customer-paid return shipping charges are non-refundable unless the item supplied by Mora was defective, damaged, or incorrect.