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Can I cancel or amend my order?

We can attempt to cancel or amend your order – but this is not guaranteed. Please email the customer service team ASAP and title your email with “CANCEL” or “AMEND”. If your order has already been dispatched we are not able to cancel or make any changes.

Please be aware that we cannot change the items you have ordered, we can only change details such as your delivery address.

You can email our customer service team on: or you can use the live chat to speak with someone straight away!

How do I track my order?

You can use the courier links below to track your parcel with the tracking number provided on your confirmation.


Royal Mail:

If you have any problems with tracking or delivery please get in touch with the customer service team!

When will I receive my refund?

Swap Returns (UK)
Please allow 5-7 working days from the date your parcel is delivered for a refund to be processed, you can track your parcel with the Royal Mail tracking number provided on your receipt. 

Rebound Returns (ROW)
Please allow 5-7 working days from the date your parcel is scanned by to our warehouse for a return to be completed, you can track your return parcel here: with your order number.

Please be aware that items are refunded separately so allow 48hrs for the full return to be completed.

If your return falls outside of the timeframe please contact the customer service team and they can help you out!

Can I purchase a gift card?

You can purchase a gift card to use on our website here:

This is an e-gift card so the code will be sent to the email address provided, you will not be sent a physical copy of this in the post. You can redeem a gift card at checkout by entering the unique code in the box before you enter any payment information.

If you are having any problems purchasing or using a gift card please contact the customer service team!

How do I return my order?

You have up to 14 days to return from the day your Motel order is delivered. Please be aware all items must be returned to us in a brand-new condition with tags attached to qualify for a refund.

UK customers
We offer exchanges, store credit or a refund your returned items.

For further return instructions please see our help centre:

UK customers
How to return from the UK?

ROW customers:
How to return from other countries?

General Information
Why can't I apply my discount code?

All discount codes are subject to terms and conditions, can only be used on full priced Motel items and exclusions will sometimes apply. Some codes are one use only and/or have a minimum spend attached. If you have any problems applying a code to your order please contact the customer service team with the code and the items you are trying to apply this to so that they can help out!

How do I contact customer service?

You can contact our customer service team from many different platforms:
Phone: +44 808 164 5850
Contact form:

You can also contact us via our live chat, Facebook or X.

Our customer service team is available:
Monday-Thursday: 9:00am - 5:00pm (GMT)
Friday: 9:00am - 3:30pm (GMT)

Please be aware we are closed on weekends and UK bank holidays.

Stalk us on instagram #motelrocks

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