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Can I cancel or amend my order?

We can attempt to cancel or amend your order – but this is not guaranteed. Please email the customer service team ASAP and title your email with “CANCEL” or “AMEND”. If your order has already been dispatched we are not able to cancel or make any changes.

Please be aware that we cannot change the items you have ordered, we can only change details such as your delivery address.

You can email our customer service team on: or you can use the live chat to speak with someone straight away!

How do I track my order?

You can use the courier link below to track your parcel with the tracking number provided on your confirmation.


If you have any problems with tracking or delivery please get in touch with the customer service team!

When will I receive my refund?

Please allow 5-7 working days from the date your parcel is scanned by to our warehouse for a return to be completed, you can track your return parcel here: with your order number.

Please be aware that items are refunded separately so allow 48hr

If your return falls outside of the timeframe please contact the customer service team and they can help you out!

Can I purchase a gift card?

You can purchase a gift card to use on our website here: is an e-gift card so the code will be sent to the email address provided, you will not be sent a physical copy of this in the post. You can redeem a gift card at checkout by entering the unique code in the box before you enter any payment information.

If you are having any problems purchasing or using a gift card please contact customer service on: or use the live chat to speak with a member of the team straight away!

How do I return my order?

You have up to 14 days to post your return from the day your Motel order is delivered. Please be aware all items must be returned to us in a brand-new condition with tags attached to qualify for a refund.

Unfortunately we are not able to offer exchanges so you will need to return your item/s for a refund and place a new order if you would like a different size.

For further return instructions:

General Information
Why can't I apply my discount code?

All discount codes are subject to terms and conditions, can only be used on full priced Motel items and exclusions will sometimes apply. Some codes are one use only and/or have a minimum spend attached. If you have any problems applying a code to your order please contact the customer service team with the code and the items you are trying to apply this to so that they can help out!

How do I contact customer service?

You can contact our customer service team from many different platforms:
Phone: +44 808 164 5850
Contact form:

You can also contact us via our live chat, Facebook or X.

Our customer service team is available:
Monday-Thursday: 9:00am - 5:00pm (GMT)
Friday: 9:00am - 3:30pm (GMT)

Please be aware we are closed on weekends and UK bank holidays.

Stalk us on instagram #motelrocks

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