FAQ’s
Most frequently asked questions
ORDER
You can see your order in ‘MY ORDER’ option after you log in your account. You will get the tracking number in option ‘TRACK ORDER’ in my account.
Unusual but it may happen. If you are unable to track your order with the tracking information given on your account, don’t worry we will help you out but please make sure you have contacted your local Fedex/DHL with the tracking detail first.
Canceling the order is only possible if its not shipped yet. Once the order is shipped it cannot be cancelled. However you can request to return your order in ‘my account’ after receiving the order.
We are afraid that no changes can be made once the order is shipped. However if the items are not shipped, you can cancel your order and place a new order with corrections. You will not get an option of cancelling the order in your account once the order is shipped.
SHIPPING
Providing all orders will be shipped via Fedex or DHL. We do not have expedite shipping at the moment so place your order on time. For days like sale, we have the same shipping methods and sometimes there is a delay in shipping so order your favourites on time. The standard shipping charges are $00 for anywhere in the world. There may be extra shipping costs for large orders and that will be notified you before shipping.
we are using courier companies like Fedex/DHL to send your orders. Sometimes for some remote areas (sometimes in UK) we use courier companies like Aramex also.
All online orders will be shipped within 2-3 working days. However if there is any sale season or holidays, there may be a slight delay in dispatch but you will be informed at that time.
We have standard shipping charges at the moment and we are doing expedite delivery, so please place your orders on time.
DELIVERY
At present we are only giving single option for delivery. We do not have expedite delivery option so please place your orders on time.
Depends. Once your order has left our facility, we are unable to make any changes to it. Although you can talk to Fedex/DHL near your location and request them to make changes.
Once the package is shipped, it will take 3-4 working days to deliver at your doorstep. You can track your package in your account. If there is any delay in delivery, you can directly contact Fedex with the tracking number given in your account.
We take good care while doing our ‘Eco friendly packaging’ of your items but if any damage happens in the transit, Mohari will not be responsible for it. In this situation please contact the courier company directly.
If you parcel goes missing in the transit and your tracking detail is not updated, we first recommend you to inform us so we can speak with the courier people directly and be able to track it. If it is lost in transit we will refund the money of your items but the shipping charges are non-refundable.
Delivery is not possible in some areas like remote areas, containment zones, etc. and you will be informed about it before shipping.
RETURNS & REFUNDS
We value your feedback and support the decision if you do not like our product in any case.
You can submit your return request online in your account. You will be prompted to select a reason for your return. Please read our return policy to make sure your item/items qualify for a return. Since we use eco-friendly packaging, we expect you to use the same packaging too.
We curate each piece with love and hope but we also understand if you don’t want to own one. So here are the reasons that qualify your return:
- You have received the wrong size.
- It doesn’t work for you and thus you don’t want it.
- Or you have changed your mind for any reason.
Returning is simple. Just go to ‘my account’ and click on return an item on your order list. You will have to fill a form there and voila. We will notify you when we have received your return.
Unfortunately, Mohari does not Pay for the courier charges for sending it back to us so courier charges for return will be borne by the customer. Sorry!
Unfortunately, we are not providing facility to exchange an item at this moment. Since everything is made and sent from so far, we request you to decide before finally purchasing. However if you really like your dress but you want to exchange the size then you can make a return of your existing item and place a new one.
Now this is something very important we need to say. Here are some of the reasons, your return is either not eligible or not accepted by us.
- If the dresses you are returning are worn, torn, washed or used in any way we will not accept the return.
- If the labels are removed/cut from the dresses, we cannot accept them in return.
- If the return is made after 7 days of receiving the order, we will not be able to accept the return.
- Gift wrapping and shipping charges of both sides while returning are non-refundable.
- Intimates, Jewelry and body care items are not eligible for return.
While returning an item please remember to get receipt or proof of postage and tracking number from the courier you are sending it from. Please do not send via post as it takes a lot of time and sometimes parcel gets lost.
If we find any unethical or wrong behaviour of any kind while returning our items we will immediately deactivate your account. Every piece is handmade and curated by women artisans and hence their hard work demands acknowledgement and respect.
Once the items have reached our facility and we are done checking, your refund will be processed in 2-3 working days. You will only get refund of the original amount you paid. If the items you bought were on sale and now they are increases in prices, in that case you will receive refund of the amount that you have paid and not the difference. Your refund will be credited in the same account you have paid from.
OTHERS
If you haven’t done anything to upset us then we didn’t delete your account. Just kidding. Try putting in correct password and login in to log in again. Also remember that we have authority to discontinue your account. 🙂
There may be some technical issues but you can also try by deleting your browser cache and refresh the website.
