EXCHANGE & RETURN POLICY
At Motif, our customers are our first priority. Please find our exchange and return policy set out below. Alternatively, our Customer Care team is on hand to guide you through the process should you wish to exchange or return your purchased item(s).
Eligibility
Exchange and refund requests must be made within 14 days of receiving your order. To be eligible, the item(s) must meet the following conditions:
- Unused, undamaged, and in the same condition as received
- All original tags, barcodes, and labels intact
- Packed in their original packaging
- Accompanied by proof of purchase, such as your order confirmation email
If you have received a defective, incorrectly sized, or incorrect item, you will be required to provide supporting evidence (such as photographs) when making your request.
Please note that refunds will not be offered once 14 days have passed since the date of purchase.
Custom and Made-to-Order Items
Custom orders, including alterations and made-to-measure products, are not eligible for refund or exchange.
Refunds
All eligible items will be refunded upon return; however, we are unable to refund postage charges, as these are incurred by the third-party shipping company involved. A handling charge of £5 per order applies to all returned and exchanged items.
The refund process typically takes 5 to 7 business days from the date your return is received.
If you have not received your refund after this period, please first check your bank account. If the refund is not showing, contact your card provider or bank, as processing times can vary before a refund is officially credited. If you have completed these checks and still have not received your refund, please contact us at customerservice@motif.uk.com.
How to Return an Item
All online returns must be initiated by contacting us via WhatsApp, using the icon available on our website.
Please note that refunds cannot be processed in our UK stores for orders placed online. Returns must be sent to our Customer Services team at the address below. If you experience any issues, please email customerservice@motif.uk.com, quoting your order number, name, the item(s) you wish to return, and the reason for return.
Return Address
Motif Online Ltd 378a Leeds Road, Flat 2 Bradford, United Kingdom BD3 9QX
Once your return has been received and inspected, we will confirm receipt by email, text message, or phone call.
Return Delivery Charges
We do not offer free returns. Customers are responsible for the cost of posting unwanted items back to us. We recommend using a recorded or tracked delivery service, as we cannot accept liability for items that fail to reach us.
Please Note
This policy applies to online purchases made through our website only. For queries relating to purchases made in-store, please contact the relevant store directly.