Return + Exchange Policy

How do I return?

• If you placed an order with us online and would like to make a return or exchange, please click here to visit our returns center. 
• If you shopped with us IRL at one of our store locations, please email us at lovenotes@mureandgrand.com.
• After you visit our returns center, you will be asked to enter your order number and email address to start to process.
• Follow the instructions and select the items you want to return, please see below regarding eligibility prior to shipping anything back to us.
• Once your request is approved, you will get a confirmation email with shipping guidelines.
• Online orders placed within the domestic US will receive free returns.  
• We will try our best to process your return as soon as it is received however, refunds and store credits can take up to 5 - 15 business days to process once we’ve received your package.
• To make things easier for us all, please ensure you have received a confirmation from us before you send the package back. 
• When it is complete, we will send you an email to let you know that it is on the way.

What items are returnable? 

• Eligible items within 15 days from the date of purchase.
• Items must have original tickets and be in their unused original condition. 
• Eligible clothing items must be exchanged within 15 days of receipt of your purchase for exchange or store credit only, refunds are not accepted unless they arrived damaged or faulty. 
• Eligible M+G branded hoodies and sweatshirts must be exchanged within 15 days of receipt of your purchase, for refund, exchange or store credit.
• Eligible jewelry, accessory and home items must be exchanged within 15 days of receipt of your purchase, for refund, exchange or store credit.

What items are non-refundable? 

 The following items cannot be returned:

• Items that have been used, tampered with, damaged, worn, laundered or altered in any way cannot be accepted.
• All sales are "final sale" on discounted, marked down or clearance items. Sale items cannot be exchanged, refunded and are not eligible for store credit.
• Bodysuits, swimwear, underwear, fragrance, and beauty products are "final sale" and cannot be exchanged, refunded and are not eligible for store credit unless the merchandise was found to be defective, and must be reported within 10 days. 
• Gift cards cannot be returned, exchanged or redeemed for cash value.  Lost or stolen gift cards will not be replaced.

The item I received is damaged!

If the purchased product is defective, reach out to us within 7 days of the delivered date. 

• Email us at lovenotes@mureandgrand.com with your order number and a brief description of the fault, and images of the damaged item.  From there our customer service team will be in touch with you regarding the return and next steps.
• Once we’ve given the okay, we will refund you for the cost of the item as well as the shipping costs.  We will cover the costs of the return shipping, for online purchases only.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you. All eligible items can also be exchanged at any of our Mure + Grand retail locations.

What are the refund options?

The following refund options are supported:

• Refunds will be credited to the same card or payment type used to make the original purchase.
• Refund to store credit. 

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

Once you’ve created an RA number, you will need to ensure we receive the item within 10 business days from the date you are in receipt of your Return Label via email. We will be unable to accept returns that are received after this time frame and will be automatically shipped back to the customer.

How soon will I get my refund?

Once your returned item is received and inspected by our team, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

In order to help make the process smoother, please retain a copy/proof of your return tracking information in case the items get lost in the mail.  Any lost packages are not our responsibility.

What is Route?

When checking out, you might notice an additional item in your cart. Don't worry! This is only to ensure your order gets to you in one piece. Lately we've noticed there has been an increased number of lost orders in the mail. We have instated Route Package Protection as an extension to your shopping cart to resist this issue. 

Route offers tracking services and shipping protection extending coverage to online purchases that are lost or damaged in transit, or stolen immediately after the carrier's proof of delivery.

Though you can remove this from your order at any time, we highly recommend keeping this extension. If you choose to remove Route Protection from your order, please be advised that we are not responsible for refunding or replacing orders that are lost, stolen, or damaged in the mail. 

If in the event that your order is lost, please follow this link to submit a claim with Route: https://claims.route.com/

My question is not addressed here...

If you have any queries regarding return or refund, reach out to us at lovenotes@mureandgrand.com.

 

EU/EEA Right of Withdrawal

The following applies to eligible consumers located in the European Union or European Economic Area and does not limit any rights available under applicable consumer-protection laws.

You have the right to withdraw from an eligible online purchase within 14 days without providing a reason. The withdrawal period expires 14 days after the day you, or a person designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires. You may do so through our Withdraw Contract  form. After submitting the form, you will receive an acknowledgment by email confirming that your withdrawal request was received.

After notifying us of your withdrawal, you must return the applicable items within 14 days. Unless otherwise required by law or expressly agreed by Mure + Grand, you are responsible for the direct cost of return shipping, including postage, packaging, duties, taxes, or carrier fees associated with sending the goods back to us. Return shipping costs are not prepaid by Mure + Grand for EU/EEA withdrawal returns.

This does not apply where the item is faulty, damaged, incorrect, or otherwise not as described, in which case your statutory consumer rights still apply.

Items may be inspected as they would be in a retail store but should not be worn or handled beyond what is necessary to establish their nature, characteristics, and fit. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary.

If your withdrawal is valid, we will reimburse eligible payments received from you, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after we receive notice of your withdrawal. We may withhold reimbursement until we receive the returned goods or you provide proof that they have been sent back, whichever occurs first. Refunds will be issued to the original payment method unless otherwise expressly agreed.

The statutory right of withdrawal may not apply to certain goods excluded by law, including personalized or made-to-order products and sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.

Our standard exchange, store-credit, final-sale, and international-sale restrictions do not override any statutory rights that apply to eligible EU/EEA consumers.

🌍 International Orders (Outside the U.S. and EU/EEA)

We adore our friends around the globe—but international orders are handled a bit differently: All international sales are final, meaning we generally can’t accept returns or exchanges.

Exceptions are made only if:

1. You receive the wrong item, OR
   
2. The item arrives clearly damaged.
   
   

In rare cases, we may consider a return or exchange with prior approval from Mure + Grand. If approved, the customer covers return shipping costs.

📩 How to Request a Refund or Replacement

If your order meets the conditions above, here’s how to reach us:

1. Email us at lovenotes@mureandgrand.com
   
2. Include your order number, the item in question, and whether you’d prefer a replacement or refund
   
3. Attach clear photos of the damage or incorrect item
   

We’ll review your request and get back to you as soon as we can. 💌

 

Why this policy for International Orders?

Shipping items overseas can be complex and costly—and once a parcel leaves the U.S., it’s tough to shepherd it back safely. This policy helps us keep prices fair for everyone. If you have any questions or concerns, we’d love to hear from you. Email us at lovenotes@mureandgrand.com