At Murano Shop, we are dedicated to providing you with not only exceptional menswear but also a seamless and dignified shopping experience. We understand that sometimes a product may not meet your expectations. Our Returns & Exchanges policy is designed to be straightforward and customer-centric, reflecting our commitment to sophistication and efficiency.

Returns & Exchanges Eligibility

To be eligible for a return or exchange, the item must be:

  • Unworn, unwashed, and in its original condition.
  • In the original packaging with all tags attached.
  • Returned within 15 days of you receiving the shipment.
Please Note: For hygiene reasons, we cannot accept returns or exchanges on the following items from our collection: Boxer Briefs & Trunks, Briefs. All sales of these intimate apparel items are final.

Return Process: A Step-by-Step Guide

  1. Initiate Your Request: Within the 15-day window, please contact our customer service team at [email protected] to initiate your return or exchange. Please include your order number and details about the product you wish to return or exchange.
  2. Receive Instructions: Our team will respond promptly with a Returns Authorization Number and detailed instructions on where to send your package. Please do not send returns directly to our corporate address without this authorization.
  3. Ship the Item: Carefully pack the item(s) and include a copy of your original order confirmation. You are responsible for the shipping costs associated with the return unless the return is due to an error on our part (e.g., wrong item shipped). We recommend using a trackable shipping service.
  4. Inspection & Processing: Once we receive your return, our quality team will inspect the item(s). Upon approval, we will process your refund or exchange within 3-5 business days.

Refund Timelines and Methods

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved Refunds: Your refund will be processed, and a credit will be automatically applied to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Timeline: Please allow up to 10 business days for the refund to be reflected in your account, depending on your card issuer’s or PayPal’s processing policies.
  • Exchanges: For exchanges, we will process the shipment of your new item as soon as the return is approved. Standard or free shipping rates will apply to the new shipment.
  • Please Note: Original shipping fees are non-refundable.

Return Request Email Template

To expedite your request, you may use the following template when emailing us at [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Murano Shop Customer Service Team, I would like to request a [return/exchange] for an item from my recent order, Order #[Your Order Number], placed on [Date of Order]. Order Details: – Product Name: [e.g., Merino Wool Cardigan] – Size: [Size of the item] – Reason for Return/Exchange: [Please provide a brief reason] I confirm that the item is unworn, unwashed, and in its original packaging with all tags attached. Could you please provide me with the Returns Authorization Number and further instructions? Thank you for your assistance. Sincerely, [Your Full Name] [Your Phone Number]

Questions?

Our dedicated customer service team is here to help you with any questions regarding your return or exchange. Please do not hesitate to contact us at [email protected].

Thank you for choosing Murano Shop.