Frequently Asked Question
Last Updated: August 19, 2026
What products does Mourven sell?
Mourven currently offers Knit Caps and Knit Sweaters.
Where does Mourven ship?
Mourven currently ships orders within the United Kingdom only. We do not currently offer international shipping.
Is shipping free?
Yes. Mourven provides free shipping within the United Kingdom. There are no standard shipping charges added to eligible UK orders.
Which delivery carrier does Mourven use?
Mourven uses Evri for order delivery.
How long does order processing take?
Orders generally require 1–2 business days for processing before they are dispatched.
How long does delivery take?
The estimated total delivery time is 4–6 business days. This includes approximately 1–2 business days for processing and 3–4 business days for transit after dispatch.
Delivery times are estimates and are not guaranteed delivery dates.
What is Mourven’s order cut-off time?
The order cut-off time is 4:00 PM.
Orders placed before 4:00 PM on a business day can enter the normal processing schedule. Orders placed after 4:00 PM will be treated as being received on the next business day for processing purposes.
What days does Mourven process orders?
Our regular business days are Monday to Friday, 9:00 AM to 5:00 PM.
What should I do if my package is delayed?
If your order has not arrived within the expected delivery timeframe, contact us at support@mourven.shop.
Please provide your order number and, where available, your tracking information. We will review the available shipment information and provide the appropriate information regarding your delivery.
What should I do if my package arrives damaged?
Contact us at support@mourven.shop as soon as possible. Please provide your order number, a description of the issue, and clear photographs of the damaged packaging and product.
We will review the information and determine the appropriate resolution according to our Return & Refund Policy.
Can I return a product if it is not defective?
Yes. Mourven accepts eligible returns for both defective and non-defective products within the 28-day return window, subject to the conditions in our Return & Refund Policy.
How long do I have to request a return?
You have 28 days from the date your order was delivered to request a return.
You must contact us at support@mourven.shop within this period. Returns requested after the 28-day window may not be accepted.
What condition must a returned product be in?
For a non-defective return, the product should be unused, unworn, clean, and in an acceptable condition for return, with original packaging or tags where applicable.
Products that have been worn, washed, stained, altered, or damaged after delivery may not qualify for a non-defective return.
All returned products are subject to inspection.
What if I receive the wrong product?
If Mourven sends you the wrong product, contact us at support@mourven.shop and provide your order number, a description of the issue, and clear photographs of the product.
If the incorrect shipment is confirmed to be Mourven’s error, Mourven will cover the applicable return-label cost.
What if my Knit Sweater or Knit Cap is defective or damaged?
Contact us at support@mourven.shop and provide clear photographs showing the defect or damage.
We will review the issue and determine whether the product qualifies as a defective-product return.
If the issue is confirmed as being Mourven’s responsibility, Mourven will cover the applicable return-label cost.
Who pays for return shipping?
For an approved non-defective return, the customer is responsible for the return shipping and return-label cost.
If Mourven sent the wrong product or a product is confirmed to have arrived damaged or defective, Mourven will cover the applicable return-label cost.
Do you charge a restocking fee?
No. Mourven does not charge a restocking fee for approved returns.
Restocking fee: £0
Do you offer direct exchanges?
No. Direct exchanges are not accepted.
If you need a different Knit Sweater, Knit Cap, size, colour, or another product, you will need to return the eligible original product and place a new order separately.
How long does a refund take?
Once an eligible return has been received and reviewed, an approved refund is processed within 8 business days.
The time for the refund to appear in your account may vary depending on Stripe or your financial institution.
Where will my refund be sent?
Approved refunds are normally issued to the original payment method used for the order.
What should I do if my refund is delayed?
If your refund has been approved but has not appeared after the applicable 8-business-day processing period, contact us at support@mourven.shop with your order number and refund details.
We will review the available refund information. After a refund has been processed, the time required for the funds to appear in your account may depend on Stripe or your financial institution.
Can I cancel my order?
Yes. You may request cancellation within 1 day (24 hours) of placing your order by contacting support@mourven.shop.
Please provide your order number and the email address used when placing the order.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible. If the order has already been dispatched, the applicable return process may need to be followed.
Can I change my shipping address after ordering?
Contact us at support@mourven.shop as soon as possible if you need to change your delivery address.
An address change may not be possible once your order has entered processing or has been dispatched, and we cannot guarantee that a requested change can be made.
What payment methods does Mourven accept?
Payments are processed through Stripe. The payment options available at checkout depend on the payment methods supported and presented by Stripe.
What currency are Mourven’s prices shown in?
All Mourven product prices are displayed in GBP (£).
How can I contact Mourven?
You can contact Mourven by email at:
support@mourven.shop
For order-related questions, please include your order number and a clear description of your question or issue. For damaged, defective, or incorrect products, please include clear photographs where relevant.