We now offer store credit, exchanges or a cash refund for your item with our returns partner Swap!
You have 14 days from the date of delivery to return/exchange 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. Returning for a refund costs £1.99 for UK customers and this amount will be deducted from your refund amount.
Get started here: https://returns-portal.com/
Our returns portal is easy to use: you just need to enter your order number and email address and you will be given the option to return or exchange your item/s. Make sure to enter your details exactly as shown on your confirmation.
Follow the steps below:
1. Open the returns portal here
2. Enter your order number and e-mail address used to place the order
3. Select the item/s you would like to return
4. Select if you would like to receive a refund, exchange or take store credit
5. Once your returns label/QR code has been created you will need to use this within 7 days
Exchange:
You can chose to exchange your item for another one of the same value, once you have returned your item the exchange will be shipped out and you will receive an email with the new tracking details within 5 working days.
Exchanges are free of charge.
Store Credit:
You can chose 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. This will be issued within 5 working days via email.
Returns for store credit are free.
Cash Refund:
You can receive a monetary refund for your item - you will receive a Royal Mail label/QR code tor return the parcel. Once this reaches our warehouse a refund will be processed within 5-7 working days.
A returns cost of £1.99 will be deducted from your refund.
Please only return the items you have specified via the portal and do not send multiple orders in one parcel, as this may cause issues with your return order being processed. If you are unable to return your unwanted items within the 14-day return policy then please contact our customer service team before your policy expires. You can email help@motelrocks.com or you can use the live chat to speak with a member of the team straight away!