Returns & Exchanges

Mora follows an exchange-only policy. We do not accept discretionary returns for refunds.

Eligible standard-sized garments may be exchanged for another size or product when the request is raised within 7 calendar days of delivery. Made-to-size, altered, personalised, and sale items are not eligible, except when they arrive defective, damaged, or incorrect.

For full eligibility, cancellation, and refund terms, please refer to our Cancellations, Exchanges & Refunds Policy.

How to request an exchange

Email connect@labelmora.com within 7 calendar days of receiving your order.

Please include:

Your name
Order number
The item you wish to exchange
The reason for the exchange
The size or alternate product requested

Please wait for written approval and return instructions before sending the item.

Items returned without prior authorisation may not be accepted.

Exchange conditions

To be accepted, the item must be:

Unworn, unused, unwashed, and unaltered
Free from stains, fragrance, makeup, or signs of wear
Returned with all original tags and packaging intact
Accompanied by the order confirmation or proof of purchase

Mora reserves the right to decline an exchange if the returned item does not meet these conditions.

Return shipping for an exchange

For exchanges requested due to size or product preference, the customer is responsible for arranging and paying for return shipping.

We recommend using a secure, trackable courier service and retaining the shipping receipt until your exchange has been completed. Mora cannot accept responsibility for customer-arranged parcels lost or damaged in transit.

The return address will be shared after the exchange request has been approved.

What happens after we receive the item?

The returned item will be inspected after it reaches us.

Once approved, we will confirm the replacement size, alternate product, or store credit by email. Replacement pieces are subject to availability and may need to be made or finished after the exchange is approved.

Any applicable production and dispatch timeline will be communicated to you.

If the requested size is unavailable

If the requested size is unavailable, you may select another product of equal or greater value or receive store credit for the value of the eligible item.

Any difference in price for a higher-value product must be paid before dispatch. If the selected product is of a lower value, the balance will be issued as store credit.

Store credit remains valid for 6 months from the date of issue and cannot be redeemed for cash.

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 the garment differs materially from the measurements confirmed by Mora, please contact us within 48 hours of delivery with photographs and the relevant measurements. Our team will assess the concern and advise on the appropriate resolution.

Defective, damaged, or incorrect items

If your order arrives defective, damaged, or incorrect, email connect@labelmora.com within 48 hours of delivery.

Please send:

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

Once the claim has been reviewed and approved, Mora will arrange and pay for return shipping.

Depending on the nature of the concern, we will offer a repair, replacement, store credit, or refund. A refund will ordinarily be considered when the item cannot reasonably be repaired or replaced.

Please retain all packaging and do not return the item until you receive written instructions from us.

Natural and handmade variations

Many Mora pieces involve natural fabrics and processes completed by hand. Subtle differences in weave, colour, print, embroidery, texture, or placement may occur from one piece to another.

These variations are not flaws. They are part of the nature of the material and process and are not treated as defects.

Items that cannot be exchanged

Unless defective, damaged, or incorrect, we cannot accept exchanges for:

Sale or promotional items
Made-to-size garments
Altered or personalised pieces
Gift cards
Items that have been worn, washed, damaged, or altered after delivery
Items without their original tags or packaging
Purchases made through third-party platforms, exhibitions, or pop-ups where separate terms were communicated