RETURNS & EXCHANGE
Everything you need to know about returns, exchanges, refunds and cancellations.
EXCHANGE WINDOW
Notify within 3 days
CONDITION
Damaged or Incorrect item delivered
QUALITY CHECK
Approval required by our QC team
NEED HELP?
WhatsApp our team
When is a return or exchange accepted?
Online returns/exchanges are accepted when:
STORE PURCHASES
Orders collected or picked up from a Mortantra store are not eligible for return or exchange after collection.
HOW TO REQUEST AN EXCHANGE
CONTACT US
Notify Mortantra within 3 days.
SHARE PHOTOS
Send clear photographs of the product.
QC REVIEW
Our Quality Control team reviews your request.
RETURN INSTRUCTIONS
Once approved, our team shares the appropriate return method.
RETURNS & EXCHANGES
Eligibility, shipping/logistics charges and return conditions.
RETURNS & EXCHANGES
Eligibility, shipping/logistics charges and return conditions.
Products must be unused, unworn and returned with their original packaging. Please contact our team within the eligible period before sending any item back.
REFUNDS
Refund information and applicable circumstances.
REFUNDS
Refund information and applicable circumstances.
Refunds may be applicable where a package is lost in transit when shipped by Mortantra or where Mortantra is unable to provide a replacement.
WHEN REFUNDS ARE NOT APPLICABLE
Address issues, refused delivery, sizing issues, used products and handcrafted variations.
WHEN REFUNDS ARE NOT APPLICABLE
Address issues, refused delivery, sizing issues, used products and handcrafted variations.
Refunds are not applicable where an issue occurs due to an incorrect delivery address, refused delivery, sizing preference, used or damaged products, or normal handcrafted variations.
CANCELLATION POLICY
Cancellation conditions before your order is shipped.
CANCELLATION POLICY
Cancellation conditions before your order is shipped.
Please contact our team promptly if you wish to request an order cancellation. Once an order has been processed or shipped, cancellation may no longer be possible.
MADE-TO-ORDER & CUSTOM ORDERS
Important conditions for customised and made-to-order pieces.
MADE-TO-ORDER & CUSTOM ORDERS
Important conditions for customised and made-to-order pieces.
Customised and made-to-order pieces are created specifically for the customer and may not qualify for standard returns or exchanges except where otherwise approved by Mortantra.
The Beauty of Handcrafted Jewellery
Every Mortantra piece is handcrafted by traditional artisans. As a result, natural stones, colours and handcrafted details may have subtle variations from piece to piece. These variations are a testament to their authenticity and the beauty of handcrafted artistry.
STILL HAVE QUESTIONS?
Our team is happy to assist you with your return or exchange request.
