We offer exchanges (US only), store credit or a refund for your item with our returns partner Loop!
You have 30 days from the date of dispatch to return any items. Please note that all items must be returned to us in a brand-new condition with tags attached to qualify for a refund.
If you are returning from Mexico please see information here.
- Enter your order number and email address, telephone number or zip code. Please enter everything exactly as it appears on your order confirmation.
- Choose which item/s you are wanting to return/exchange and why. Please only include the items you have chosen in your return parcel and do not send back multiple orders in one parcel.
- US Customers: You can choose either a QR code or a postage label for your return. Remember to send off your parcel within 28 days, your return will expire after this time.
- Canadian customers: You will need to cover the cost of any return yourself and you will not be provided with a returns label/QR code once you register the return, you will be shown the returns address to use for your parcel. Please send off your return as soon as possible and remember to keep your postage receipt.
Exchanges (US customers only)
You can exchange your item for a different size. Once your return has been processed by our warehouse the exchange will be shipped out and you will receive an email with the new tracking details - all exchanges are sent on a standard shipping service.
An exchange costs $7 and this will need to be paid in the portal.
Store Credit
You can choose to receive store credit for your items - this will be in the form of a digital gift card that you can continue to use until the balance reaches 0. Once your return has arrived with our warehouse this will be issued within 5-7 working days - you will receive an email with your gift card information and please check your junk folder just in case.
US Customers: Returns for store credit are free.
Please be aware, if you have chosen to receive store credit for your item then this cannot be converted in to a monetary refund after being processed.
Refund to Original Payment Method
You can receive a refund to your original payment method for your item. Once your return has arrived with our warehouse the refund will be issued within 5-7 working days.
US Customers: A returns cost of $7 will be deducted from your refund.
Underwear
Due to hygiene and health reasons all knickers are non returnable.
If you experience any problems processing your return order, please email our customer care team at help@motelrocks.com