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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!

When will my pre-order item will be shipped?

Your full order will be held until the pre-order item/s become available. We will state a estimated shipping time on the item page and if you have problems please get in touch with the customer service team on

How much is delivery and how long does it take?

Here are our shipping options available to the USA and Canada:

Standard Shipping (3-6 Business Days) - $6.99 (Free over $50)

Express Shipping (3-4 Business Days) - $9.99 ($3.99 over $50)

Expedited Shipping (2 Business Days) - $21.99 ($14.99 over $50)

Overnight/Next Business Day Shipping (1 Business Day) - $26.99 ($21.99 over $50)

Canada Shipping (4-8 Business Days) - $18.00

More Information:

Can I purchase a gift card?

You can purchase a gift card to use on our website here:

This 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 or exchange?

Unfortunately our system is not set up to process exchanges, so you will need to return the item for a refund and re-order the other size.

You will need to pay postage to return any of your unwanted Motel items. You have up to 30 days to return your order from the date of dispatch. Also, please be aware all items must be returned to us in a brand-new condition with tags attached to qualify for a refund.

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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