Refund policy

Last updated: October 16, 2026

We want you to love what you ordered. If something isn't right, here's how returns, exchanges and refunds work at MORANE.

14-day returns

You can return most items within 14 days of delivery. To be eligible, items must be:

unworn, unwashed and unaltered
in the same condition you received them, with all original tags attached
in their original packaging

We may refuse a return, or reduce the refund, if an item shows signs of wear, makeup, deodorant, perfume or damage.

Items that can't be returned

Made-to-order and custom pieces, including any gown ordered in a custom size or custom colour
Lingerie, bralettes and bodysuits, for hygiene reasons
Gift cards

These items can still be returned if they arrive damaged, defective or not as ordered (see below).

How to start a return

Email shopmorane@shopmorane.com within 14 days of delivery with your order number, the item(s) you want to return and the reason.
We'll reply within one business day with the return address and instructions.
Ship the item back with a tracked shipping service and send us the tracking number.

Please don't send items back without contacting us first. Returns sent without approval, or to the wrong address, can't be accepted.

Return shipping costs

Return shipping is paid by the customer and is not refunded, unless the item arrived damaged, defective or wrong. In that case we cover it. We recommend a tracked service; we can't be responsible for returns lost in transit.

Damaged, defective or wrong items

If your order arrives damaged, defective or isn't what you ordered, email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We'll send a replacement or give you a full refund, including any shipping costs, at no extra charge.

Exchanges

Need a different size or colour? Email us to request an exchange within 14 days of delivery. You pay to send the original item back, and we'll ship the replacement free once the return is approved, subject to availability. If the new size or colour is sold out, we'll refund you instead.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 5 business days. Your bank or card provider may take a further 5–10 business days to show it.

If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us.

Cancellations

Orders are sent to production quickly. You can cancel within 12 hours of placing your order by emailing us, as long as it hasn't been processed yet. After that, the order can't be cancelled, but you can return it under this policy once it arrives. Made-to-order and custom pieces can't be cancelled once production has started.