RETURNS & EXCHANGES

During the 30 days following the delivery of your order, you may request a refund for regular-priced items. For items purchased with a promotional voucher or at a discount, you have 14 days to request a refund. Please note, all custom, bespoke, or made-to-order items are final sales.

HOW TO REQUEST A RETURN:

Message us from an email you used when placing an order

MORTAR reserves the right to refuse any returns shipped without prior request. Products must be returned in unused condition, with all labels and original packaging intact and re-sellable. We cannot accept returns where labels have been removed or the product has been opened.

All exchanges are subject to availability. If the item you wish to exchange is in stock, we are happy to facilitate the exchange.

The cost of return shipping for refunds or exchanges is the responsibility of the purchaser. We do not provide prepaid shipping labels for returns at this time.

Refunds for returned merchandise will be processed within two weeks of receipt. Refunds will be issued to the original payment method, excluding shipping costs, duties, and/or taxes. For EU customers, VAT will be included in the refund.

For questions about the return process, contact us via email.

DAMAGED GOODS & WARRANTY

Many of our products are handmade, which gives them unique characteristics. Small imperfections inherent to the natural materials used add to the distinctiveness of each piece. However, if your item arrives damaged, please contact us immediately.

HOW TO SUBMIT 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.

We offer a 2-year warranty on all furniture products, subject to proper usage. For tips on product care and how to ensure longevity, visit our MATERIAL CARE GUIDE.

For any questions about the claims process, please email us at mformortarmail@gmail.com.