Refund policy

Return & Refund Policy

At Moretra, we want you to love what you ordered. If something isn't right, we're here to help. This policy explains how returns, exchanges and refunds work for orders placed on moretra.com.

30-Day Returns

You may request a return within 30 days after your order is delivered. To be eligible, the item must be:

  • Unused, unworn and unwashed, in the same condition you received it
  • In its original packaging, with all tags and accessories included
  • Accompanied by your order number or proof of purchase

Items That Cannot Be Returned

  • Personalized or custom-made items (for example, items with a custom name), unless they arrive damaged, defective or incorrect
  • Gift cards
  • Items marked "Final Sale" at the time of purchase

How to Start a Return

Email us at support@moretra.com with your order number, the item(s) you want to return and the reason. Our team will reply within 24–48 business hours with return instructions and the return address. Please do not send items back without contacting us first, as returns sent without authorization cannot be processed.

Damaged, Defective or Wrong Items

If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery and include clear photos of the item and packaging. We will send a free replacement or issue a full refund at no extra cost to you, and you will not need to pay return shipping.

Return Shipping Costs

For returns due to a change of mind, the customer is responsible for return shipping costs. Original shipping charges (if any) are non-refundable. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

Exchanges

Need a different size or color? Contact us and we'll help you arrange an exchange, subject to availability. The fastest way is to return the original item and place a new order for the item you want.

Refunds

Once your return is received and inspected, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few additional days for the refund to appear on your statement.

Order Cancellations

You can cancel your order free of charge if it has not shipped yet. Please contact us as soon as possible. Once an order has shipped, it can no longer be canceled and must be handled as a return.

Contact Us

Moretra is operated by LUCKY ECOM LLC.

  • Address: 5200 Windhaven Pkwy, Apt 3204, Lewisville, TX 75056, United States (business correspondence only, not a returns address)
  • Email: support@moretra.com
  • Phone / WhatsApp: +1 (409) 202-8969
  • Support hours: Monday – Friday, 9:00 AM – 5:00 PM (Central Time)