FAQ's

FAQ - Frequently Asked Questions

Topics covered and questions answered;

  • Changes to orders
  • Discount codes
  • Returns, Refunds and Exchanges
  • International orders and fees
  • Warranty/Guarantee
  • International Shipping 
  • Care instructions

 

       Can I change my order items or address? 

Once an order is placed, we cannot make any changes to the items ordered or delivery address. We encourage customers to double check all products ordered as well as the address before confirming the order and submitting it. 

Orders placed at 2pm or sooner will be dispatched the same day. Orders placed after 2pm may still be shipped the same day but this cannot be guaranteed. 

Discount codes

Only one discount may be used per order and multiple codes cannot be used together. Sometimes a promotion is automatically applied such as a bundle discount which would remove the ability to apply a discount code. 

Discounts codes cannot be retroactively applied to an order and must be included when an order is submitted to be eligible. Promo codes may not be applied to previously placed orders.

In the event of a customer using Shop Pay to checkout, the discount code needs to be entered before clicking this payment method. 

To enter a code when starting at the homepage, first click the cart icon in the top right of the page. Then click 'View Cart'. This will open a cart page which allows a code to be input at the top of this page. 

Returns, Refunds and Exchanges

Returns and Exchanges can be found using the portal at the top of the homepage on the main menu bar.

Any issues with the portal please contact us at Contact@Murgs.co.uk

We acknowledge that sometimes mistakes are made, and we appreciate that. If you order the wrong size, colour or looking for a refund - we'll be happy to refund or exchange the items, no questions asked.

Customers looking for a refund or exchange will need to submit their order information into the returns portal found here.

Items need to arrive back at the return address given within 30 days of purchase to qualify for a refund or exchange. 

Proof of purchase is recommended upon sending a return as the customer is responsible for it until it reaches us. 

The buyer will need to pay shipping to return the items to the address given through the email returns procedure for refund or exchange. We will cover costs for shipping to send out the replacement or exchanged item.

If a free gift is issued as part of a bundle then the gift must be returned if the bundle is part refunded. The gift must be sent back with the items to be refunded and be in a like new, resalable condition.

       Returned items

If an item is returned to us due to delivery not completed or return to sender, we will resend the order one more time for free using standard tracked delivery. This remains true regardless of the delivery charges paid.

International orders and import fees 

Due to recent changes and the UK leaving Europe, there are now some import fees that may apply when ordering internationally. It is your responsibility to check with your own countries laws and regulations to the fees that may apply. We are not responsible for any VAT, Import or Duty incurred in an order overseas. 

Warranty/Guarantee

We offer a 12 month warranty on all equipment and clothing purchased via the online store or Amazon. Proof of purchase is required in the form of the order number found on the order confirmation email, or paperwork included with your order. Issues covered in the warranty are; splitting or separation of stitching. Any problems caused due to lack of care or negligence (ie. Not following correct washing instructions) will not be covered by the warranty. 

International Shipping

We now offer international shipping to a majority of destinations. Due to the nature of us shipping items from the UK internationally, shipping costs are expensive. To combat this we've chosen to use an economy shipping plan whist still subsiding the shipping rates covering as much as 40% of the cost ourselves. 

The only issue with international delivery we like to advise customers on is returns. It may be costly for a customer to return an item as this is a cost the customer would cover. Please follow all size guides and if unsure at all, shoot us an email at Contact@murgs.co.uk. We'd much prefer to get you the correct size first time. 

Care Instructions

Murgs sleeves need to be washed at 40°C or less and can be machine washed. Must be left to air dry. We recommend leaving the sleeves in an open aerated space overnight. Strictly do not iron or apply any direct heat eg; tumble dryer, hair dryer or radiator.