Refund policy

Last Updated: August 25, 2026

1. Your Right to Return

At Shmorgen, we want you to be completely satisfied with your purchase. Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 calendar days of receiving the goods, without giving any reason.

In addition to your statutory rights, we offer a 30‑day return policy for items that are unused, unworn, and in their original condition. This means you may request a return within 30 days after the delivery date.

Customers must contact us before returning any item. Returns sent without prior approval may not be accepted.

2. Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Items must be unused, unworn, and in the same condition as when received.
  • Items must be returned in their original packaging, including all tags and labels.
  • All original accessories, dust bags, and documentation must be included.
  • Proof of purchase, such as an order confirmation or receipt, must be provided.

Items that have been worn, washed, damaged, altered, or used for purposes other than inspection may not be eligible for return. We reserve the right to refuse returns that do not meet these conditions.

3. Return Process

To request a return, please follow these steps:

Step 1: Contact us at hello@shmorgen.com with your order number and the reason for your return.

Step 2: Our customer support team will review your request and provide return instructions, including the designated return address, if your request is approved.

Step 3: Carefully package the item in its original packaging and send it to the address provided by our team. We recommend using a tracked shipping service for your protection.

Step 4: Once we receive and inspect the returned item, we will notify you by email regarding the status of your return.

Please do not send returns to the original shipping address or any address without prior authorisation. The correct return address will be provided after your return request has been approved.

4. Return Shipping Costs

Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or not as described, Shmorgen will cover the cost of return shipping. Please contact us with photos of the issue, and we will arrange a prepaid return label or reimburse your return postage.

Customer‑Initiated Returns
For returns due to personal reasons, including change of mind, incorrect size selection, or personal preference, you are responsible for the cost of returning the item. Return shipping costs are non‑refundable unless the item is faulty.

We do not charge any restocking fees.

5. Refund Process

Once your returned item is received and inspected:

  • We will send you an email confirming that we have received your return.
  • We will inspect the item to ensure it meets the return eligibility conditions.
  • If approved, a refund will be issued to your original payment method.
  • We will notify you by email once the refund has been processed.

Please allow 5‑10 working days for the refund to appear in your account, depending on your payment provider. The refund will include the cost of the returned item(s) and the original standard delivery charge. Any additional delivery costs for premium or express shipping will not be refunded.

6. Exchanges

We currently offer exchanges for items that arrive faulty, damaged, or incorrect. If you need a different size or style, please return the original item for a refund and place a new order for the desired item.

If you need assistance with an exchange for a faulty or incorrect item, please contact us at hello@shmorgen.com.

7. Faulty, Damaged, or Incorrect Items

Please inspect your order carefully upon delivery. If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible and provide:

  • Your order number
  • A description of the issue
  • Clear photos showing the fault, damage, or incorrect item

Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund for goods that are faulty, not of satisfactory quality, not fit for purpose, or not as described. Our team will review your request and provide an appropriate solution.

8. Late or Missing Refunds

If you have not received your refund after the expected processing period:

  • Check your bank account or payment provider again, as processing times can vary.
  • Contact your payment provider, as there may be a delay before the refund is posted.
  • If the issue continues, please contact us and we will investigate.

9. Return Address and Processing

Shmorgen is an international online retailer. To provide efficient return processing, returns are handled through designated return facilities based on product type and customer location.

The correct return address will be provided after your return request has been approved by our customer support team. Please do not send items before receiving return instructions.

10. Order Cancellation

You may cancel your order within 14 days of placing it, before the order has been dispatched. To cancel, please contact us at hello@shmorgen.com with your order number.

Once an order has been dispatched, cancellation requests cannot be accepted. You may exercise your right to return the item after delivery in accordance with this policy.

11. Contact Information

For any return or refund questions, please contact us:

Store Name: Shmorgen
Email: hello@shmorgen.com
Phone: +44 1708 479681
Business Address:
72 Heath Park Road, Romford, RM2 5XA, United Kingdom

Business Hours:
Monday — Saturday
9:00 AM — 6:00 PM (GMT)

Response Time:
We aim to respond to customer inquiries within 24‑48 working hours.