Return/Withdrawal

WITHDRAWAL FROM CONTRACT & RETURNS

You have the right to withdraw from your purchase contract anytime before we fulfill your order or within 14 days of receiving your order, starting the day after receipt, without having to justify your decision. This right is different from the physical process of returning the parcel.

Withdrawal requests (before fulfilling your order) or return requests (after the delivery of your order) must be submitted in your account. You can access your account using the email address used for placing your order. You will get a unique access code via email. Inside the account, you will see your order history. Choose the order you want to withdraw or return and search for the "Cancel items" or "Return Items"

Withdrawal from contract (before fulfilling your order) - Log into your account, access your order, and click the "Cancel items" button. You will immediately receive a confirmation email with the content of your request - this is your legal proof that you have exercised your right of withdrawal.

Return process (after the delivery of your order) - Log in your account, access your order and click the "Return items" button. Select the items you want to return. You will immediately receive a confirmation email with the content of your request - this is your legal proof that you have exercised your right of withdrawal, but this does not mean you have sent back the products to us. After you receive the confirmation email, proceed with the physical return of the products. Details below:

Physical return of the products

We accept returns within 14 days, starting from the day your order has arrived at the delivery address.

All international shipping costs for the return are supported by the customer.

For a faster and safer international return, we strongly recommend that you use the shipping companies we work with: DHL Express or UPS. Anyhow, you can also use another registered international delivery company (we do NOT accept deliveries through Post Services) for the return and provide us with all shipping details through email at customer@murmur.ro.

For an easier return process, we can arrange a delivery pick-up at your place with our delivery company. Write us an email with all the pick-up details, and we can generate a payment link for the delivery costs and provide you with the shipping label that you must print and attach to the parcel.

DELIVERY DETAILS FOR THE RETURN:

Company: SC SURFACE ANATOMY SRL
Address: Electromagnetica, Calea Rahovei nr. 266-268, corp 3, etaj 2, camera 11b, sector 5, Bucureşti, Romania
Po. Number: +40 (747) 057 780

In case of any dispute, we strongly recommend you retain proof of return, such as a consignment note.

RETURN POLICY

Returned items must comply with our returns policy:

Items must be returned unworn, undamaged, unwashed and unused, with all tags attached and the original packaging included
Footwear must be returned with the original branded boxes. When trying on footwear, please do not mark the soles or damage the shoe box
Products must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you. We can only proceed with further necessary alterations.

LINGERIE LINE: Lingerie items like bodysuits or panties/knickers cannot be returned.

We do monitor the number of returns made by customers and more than 3 unjustified returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of future orders being refused.

MURMUR will contact you within 5-8 working days (except weekends and public holidays) to confirm the returned goods.

REFUNDS

Once your return has been received, checked and accepted by our brand, it can take up to 14 days for the refund to be processed. When your return has been accepted subject to the returned goods meeting the conditions listed in the paragraphs above, your refund will be processed to your original payment method, excluding any delivery (shipping and return) costs or taxes/import duties. Refunds can take up to 14 days to show in your account, depending on your payment provider.

If you have paid via Paypal, any transactional charges that might apply will not be refunded as these charges are levied by Paypal and not MURMUR.

For orders paid by Klarna or PayPo, we process the return and send them all the details, but the payment process is done exclusively through their platform directly to you.

Shipping costs (for orders under 400 euros), Return costs (for any order) & Import duties and taxes costs are not refundable.

EXCHANGES & CREDIT NOTES

If you wish to exchange your order for a different size and/or product(s) or be issued with a credit note, please contact customer@murmur.ro within 14 days of receipt of your order and send the package back to us. Moreover, you must fill in the Return Form enclosed with your order and return it together with the order. Exchanges are subject to stock availability. We recommend you to contact us as soon as you decide to change the size/product/color, so we can put on hold the desired item until the return comes back to us.

The Credit Note contains only the amount of the products, excluding any delivery or taxes costs. You can use the Credit Note for any future orders placed on our website. Fulfill the Return Form specifying the desire to proceed with a credit note, and after we process the return, we create a Personalized code you can use at checkouts. We will inform you as soon as the Personalized Code will be created.

For any information, do not hesitate to contact us via email customer@murmur.ro or phone/Whatsapp +40 (747) 057 780.

RETURN FORM IN THE PARCEL

You will find the return form in the parcel alongside your ordered product. If you have lost the form, you can download it here.