Motel's Policy

Despatch:

• All orders received before 11.00am Monday-Friday will normally be dispatched the same day. Orders received after 11.00am or at weekends or public holidays, will be sent on the next working day.
• If there is a problem with your order preventing us from dispatching, we will normally contact you within 24 hours of the order being received by us or on the next working day.

Deliveries:

• Deliveries are normally made within 3-5 working days from dispatch unless advised otherwise or if being sent outside of the UK.
• All deliveries are sent via Recorded Delivery or other secure courier service.
• Please ensure that someone is available at your delivery address to accept the goods, as a signature is normally required.

Overseas Orders:

• Motel does not charge any customs duties on International shipments or any destination outside of the EU. If any additional customs charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of Motel.
• While we do not expect that there will be any additional charges attached to your order, we recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your on-line order with Motel.

Delivery Charges:

• Delivery charges for all orders are as follows:
• United Kingdom: £4.00
• European Community (EU): £5.50
• International (All over destinations): £10.00

Motel Returns Policy

• At Motel we want you to be fully satisfied every time you purchase from us. Occasionally though, we know you may want to return items, so below is our returns policy. You can contact us at the following email address customerservice@motelrocks.com
• Returns should be sent to:
  
  Returns,
  Motel Rocks,
  Unit 27, Hunt End Ind.Est,
  Dunlop Road,
  Redditch,
  B97 5XP.
  
  All returns MUST have a RAN number (Returns Authorisation Number), see below for more details. Returns without an RAN number may be refused.
• Please include with your return full details of what you are returning, and what you would like as a replacement. Please also include a list of 3 alternative garments should your original choice no longer be available.
  
  If you decide to make any changes with regards to your return after you have received a Returns Number, please contact us before sending back your parcel. You can email us at: customerservice@motelrocks.com, or phone us on: 01527 551815

Returns:

• You can return all goods and receive a refund, if you do so within 14 days from the date of delivery. All items must be returned with a Returns Authorisation Number (RAN), details of how to obtain a RAN are contained below. Delivery costs are not refunded unless the goods are found to be faulty. Please note that the goods must be returned in their original unworn condition and with all packaging and tags etc. intact.
• In the case of underwear unless faulty these can only be returned if they are unworn.
• We request that all goods are returned within 14 days of the date of your request for a Returns Authorisation Number.
• If the goods delivered are faulty or have been damaged in transit, then we will either exchange the goods free of charge, or give you a full refund including delivery costs, providing the goods are returned to us within 14 days from the date of delivery.
• We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags.
• Motel will not accept returns for any non-faulty items or items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by fax or email) on the same day if they wish to return.
• In all circumstances you must contact us first in writing, by email in order to inform us of your intentions and to obtain a Returns Authorisation Number (RAN). We reserve the right to refuse returns if this procedure is not followed.
• Please ensure you have read and understood thoroughly "How to return or exchange an item" below before returning goods.

Exchanges:

• If the ordered is in the wrong size and an exchange is required, this can be provided but a delivery charge will be incurred. If you want to exchange the item for an alternative one, please contact us initially to obtain a Returns Authorisation Number (RAN) and to ensure that the size you need is available. Please note the goods must be in their original condition and packaging with all tags etc. intact, as we cannot exchange used goods. Please see "Returns" section above for specific conditions. A delivery charge will be incurred for sending out any new goods.
• In the case of underwear, lingerie and swimwear items, unless faulty these can only be exchanged if they are unworn, have their hygiene strips in place and if tried on, were done so while wearing existing underwear.
• All exchanges are offered subject to product availability and the customer will incur any shipping costs for such exchanges.
• Exchanged items will only be dispatched after the returned goods have been received complete with a RAN and undergone a quality control check.
• Please ensure you have read and understood thoroughly "How to return or exchange an item" below before exchanging goods.

How to return or exchange an item:

• In order to facilitate the return of your items you must contact us first in writing, by email in order to inform us of your intentions and to obtain a Returns Authorisation Number (RAN). This must be done within 14 days of receiving your order. We reserve the right to refuse returns if this procedure is not followed.
• PLEASE NOTE WE CANNOT ACCEPT PARCELS BACK INTO OUR WAREHOUSE WITHOUT THIS RAN NUMBER CLEARLY MARKED ON THE OUTSIDE OF THE PARCEL
• Please ensure that you enclose your original invoice and the returns form on the back has been completed with the items you are returning. Please then wrap the package safely & securely and send. In the case of a defective item, please in addition provide a full description of the fault and again, send it to us in its original condition and all packaging and tags etc. intact. The Return Authorisation Number should be written on your original invoice and on the return-shipping label.

• For your protection we strongly recommend that you use a recorded-delivery service or a courier that will offer proof of delivery. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by Motel.

Refunds:

• All items must be returned to us following the guidelines and conditions above before a refund or replacement is issued.
• Refunds to you will normally be made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser's credit/debit card excluding shipping charges unless faulty (please see above). As previously stated in our Delivery Policy, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).
• As an alternative to a credit/debit card refund, you can request a Motel store credit that can be used against future purchase at any Motel store (excluding online).

Canceling an item:

• Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. However, we regret that we cannot accept cancellations of orders where the item has been worn, not in its original condition or without all its packaging and tags. In the case of underwear, lingerie and swimwear items, unless faulty these can only be cancelled if they are unworn, have their hygiene strips in place and if tried on, were done so while wearing existing underwear.
• To cancel this contract, please send an e-mail giving the reason for the return as "Contract cancellation". Please package the relevant item safely & securely and send it to us with the original delivery slip so that we receive it within seven working days of the date that the item was delivered to you.
• For your protection we strongly recommend that you use a recorded-delivery service or a courier that will offer proof of delivery. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received by Motel. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty.

• This Delivery & Returns policy does not affect your statutory rights as a consumer. If you have any further questions on our Returns Policy, please email us or telephone us. (see contact us section).