Refund policy

Last updated: October 2026

If something isn't right with your order, this page explains how returns, refunds and exchanges work.

1. Returns

You have 30 days from the delivery date to request a return. To be eligible, your item must be unworn and unused, with all tags and original packaging, and you'll need your order number or proof of purchase. All items are eligible for return.

2. How to return an item

  1. Contact us first. Email support@adlerbay.com with your order number and the reason for your return.
  2. We'll confirm your return and the return address by email.
  3. Pack the item securely and post it back using a tracked postal service of your choice. You arrange and pay for return postage, unless your item arrived damaged, defective or incorrect (see section 3). Keep your proof of postage and tracking number until your refund is confirmed, in case the parcel is delayed or lost in transit.

Please contact us before sending anything back so we can match the return to your order.

3. Damaged, defective or incorrect items

Please check your order when it arrives. If your item is damaged, defective or not what you ordered, email support@adlerbay.com with your order number and photos. Within 30 days of delivery, you can choose a replacement or a full refund. We'll reimburse your return postage once you send us proof of postage, or arrange collection where possible. After 30 days, your statutory rights for faulty goods still apply.

4. Exchanges

There are two ways to exchange an item:

  • Fastest: return the item under section 2 and place a new order for the size or style you want at any time. We'll refund the original item once your return is approved.
  • Direct exchange: return the item and tell us the size or style you want. Once we receive your return, we'll ship the replacement free of charge, subject to stock.

5. UK right to cancel

If you're a UK consumer, you also have a statutory right to cancel your order within 14 days of delivery, for any reason. Tell us within that period, then send the item back within 14 days of telling us. You may handle the item to inspect it as you would in a shop. If it comes back showing more wear than that, we may deduct an amount from your refund. Return postage is at your cost unless the item is damaged, defective or incorrect. This applies alongside the 30-day policy above, and your other statutory rights are not affected.

6. Cancelling an order

You can cancel an order for a full refund before it's processed for dispatch. Email support@adlerbay.com as soon as possible. Once an order has been processed, we can't stop it from shipping, but you can still cancel under section 5 (UK customers) or return it under section 1 when it arrives.

7. Refunds

Once we've received and inspected your return, we'll email you to say whether your refund is approved. Approved refunds are issued to your original payment method within 7 business days. Your bank or card provider may take a few extra days to show the refund. We don't charge restocking fees.

Contact and company information

Email: support@adlerbay.com
Contact form: Contact form
Phone: +44 20 4577 3980

Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
Response time: within 24 to 48 hours on business days

UK return address: 52 King Edward Rd, London E17 6HZ, UK
Returns only. Orders are not dispatched from this address. Please contact us before sending anything back.

MOAR BRANDS CORP.
Registered business address: 329 Howe St, Unit #998, Vancouver, BC, V6C 3N2, Canada
Company registration no.: 777566837BC0001