SHIPPING & EXCHANGES
SHIPPING COSTS
UK:
Free shipping on all orders. For larger furniture, additional shipping fees may apply if costs exceed the average. You will be contacted via email if adjustments are needed after order processing.
EU:
Free shipping on all orders. For larger furniture, an additional shipping fee may apply, with notice provided via email. The UK, Switzerland, and Norway are considered outside the EU.
Rest of the World:
Shipping costs are calculated at checkout based on order size, weight, and destination. Enter your shipping address during checkout to see the final total with shipping costs included.
For Archive Sale items, shipping fees will always be calculated at checkout regardless of the country. All Archive Sale items ship from our warehouse in Scotland.
WHERE WE SHIP
MORTAR ships to most countries worldwide. If your country is unavailable during checkout, please contact us for assistance. Orders are shipped from our Scotland warehouse.
SHIPPING TIMEFRAMES
Shipping times are applicable to in-stock items. Made-to-order and pre-order items have specific timeframes listed on the product page. MORTAR typically processes orders within 1-4 business days, excluding shipping time. For oversized or specialty items, shipping may exceed standard timeframes. You will be notified of any significant delays.
MORTAR reserves the right to select the most suitable shipping method, which may result in longer delivery times. In such cases, you will be informed.
DELIVERY
Once your order is placed, you will receive an order confirmation followed by a tracking email once your package ships. Please ensure all shipping details and personal information are accurate at checkout, as we cannot change order contents or reroute packages once shipped.
EXCHANGES & RETURNS
You may request a refund for regular-priced items within 30 days of delivery. For items purchased with a promotional voucher or at a discount, the refund request window is 14 days. Custom, bespoke, and made-to-order items are final sales and not eligible for refunds.
To initiate a return:
Message us from an email you used when placing an order
Returned items must be unused, with all labels and original packaging intact. Return shipping costs are covered by the customer, and refunds will be issued within two weeks of receipt. Shipping costs, duties, and taxes are non-refundable.
DAMAGED GOODS/CLAIMS
Many MORTAR products are handmade, with natural materials that may feature unique characteristics. However, if your item arrives damaged, please contact us immediately.
To file a claim:
1. Message us from an email you used when placing an order
2. Attach photos of the damage, packaging, and item label.
3. Our team will follow up with a return authorisation and further steps.
Damaged goods must be reported immediately upon receipt. Faulty items will be replaced with the same product, subject to availability.
B2B
For B2B customers requiring invoicing and VAT-exempt pricing, please contact us before placing your order. VAT, import duties, and taxes for non-EU orders are levied by customs and must be paid before delivery. MORTAR does not cover additional fees for customs clearance or tax payment delays.
PAYMENT
We accept Visa, MasterCard, American Express, Maestro, Union Pay, Apple Pay, Google Pay, Bancontact, iDeal, and PayPal. Full payment is charged upon order placement, even for pre-orders. For pre-orders, canceling due to future delivery dates means the stock cannot be reserved.
If you are charged incorrectly, we will give you the option to reorder at the correct price or cancel.
VOUCHERS & PROMOTIONS
Voucher codes cannot be combined with other promotions or applied to past/future orders outside their valid date range.
PRICES
Orders in the UK are charged in GBP, orders in the USA in USD, and all others in EUR. Currency exchange rates are determined by your bank.