Murnau Den Linden and Murnau of London partnership with Contrado, a British manufacturer based in London. They produce our products and also deliver them to your address. This is what they say regarding Returns (alternatively, you can read it at their site).
We want you to love your purchase
If a product is faulty in any way, then we will redo it. Please call our in-house Customer Services team quoting your order number within 21 days of receiving your product, and we will act fast. A Customer Services representative will explain the process which starts with providing a photo of the fault, along with a clear description of the problem, emailed to our customer care team.
In most cases, remedy action is taken as soon we are clear on the issue via email, usually within in a few hours. If the fault cannot be verified over email, the item may be required to be returned to us for inspection. Please do not send a product back to Contrado without contacting a member of our team first, as we may be able to save you the trouble.
We are determined that you should be a happy customer, and we put in huge efforts to produce the best product we can. If it hasn't happened or if you are unsatisfied, please raise your concern so we can fix it and improve.
Sadly we cannot accept return of non-faulty goods because the bespoke product has been produced and customised specifically to order, therefore impossible to reuse.