Return Policy

How do I return an item?

In the unlikely event that you’re not entirely satisfied with your purchase, you can simply return the items to us within 14 days of the date of dispatch, in its original, saleable condition, with all labels and tags attached.

To return an item to us simply log onto to your MotelRocks account online, view the order using the “Completed Orders” link under the “My Account” menu, and click “Return Item(s)” button.

Please note that you will need to have access to a printer whilst completing your online return (to print off your returns form and pre-paid UK address label). If you do not have a printer to hand, then please write the Freepost address provided at the end of the returns process on a piece of paper, and affix this to your parcel prior to taking it to the Post Office (we advise you to hold on to the receipt Royal Mail provide you with as this is your proof of return).

Note: When trying on items of clothing, please ensure that you are not wearing make-up, perfume or deodorant which may leave a scent or marks on the items. We will not accept the return of any items where there is evidence that these instructions have not been followed. reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

Do I have to follow the returns procedure online?

Yes, please do not return any items to us without first logging into our automated Returns system and following the instructions to register your return online. Any returns made without following this procedure will not be accepted into the warehouse, but will be rejected and returned to you.

How long do I have to return an item?

Under the Consumer Protection (Distant Selling) Regulations 2000 you have the right to cancel your order within 7 working days following the receipt of your goods. You must inform us of your wish to cancel in writing within 7 working days by following the Returns procedure online, and you must take reasonable care of the item(s) and not use them prior to return. You must return the item(s) to us in their original packaging, with all tags and labels attached as soon as possible after informing us of your wish to cancel.

What happens if I’m outside of the returns period?

Please contact Customer care by either ringing 0800 195 8589, or emailing

Do I have to pay anything to return my items?

Returns for UK customers are free of charge, providing you follow the returns procedure.

How will I know that you have received my returned parcel?

We will notify you by email once we’ve received and processed the returned item(s).

All items will be inspected upon return

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within 7 – 10 working days. Remember that timescales for processing payments to your debit/credit card always depend on your bank/building society, and we cannot influence timescales imposed by them.

What should I do if the refund amount is incorrect?

Contact , and we will solve the problem as quickly as possible.

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