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FAQ'S

Question: What currency are the prices I see on the website?

Answer: All prices are in USD.

Question: I just placed an order. When will it ship?

Answer: We try our best to ship items as fast as we can. Please allow 3-7 working day processing time for your order to ship out; average shipping times are 14-21 days. 

Due to COVID-19, we face delays beyond the standard shipping time of 2-4 weeks; this highly depends on the flight's availability and your country's customs strictness. Your patience and understanding is highly appreciated at current times of Crisis. We are working hard to get your items safely to you.

Question: Tracking numbers will be updated 3-5 days after your order has been shipped.

Answer: If you don't have a tracking number after 7 business days, please email us atsupport@momorii.com.

If you have miss-spelled or auto-filled in an incorrect address, reply to your order confirmation email and confirm. Once you double-check if the address given is wrong, kindly notify us via email at support@momorii.com. If the given address is incorrect, we can change the address to the correct one within 12 hours. No refund will be given after the 12 hours of the wrong submission.

Question: How long does shipping take?

Answer: Shipping times are only estimates and, unfortunately, cannot be guaranteed, especially during COVID-19. The average shipping time is around 2-4 weeks to the majority of the countries. 

Question: When will my order ship?

Answer: Orders are usually processed within 3 to 7 business days. We urge all customers to inform us within 12 hours upon placing the order(s) if you would like to change the shipping address or cancel the order. If we did not receive an email from you, we assume your is good, and we will proceed to process the order accordingly.

After processing and production, your items will usually be shipped within 3 to 7 days. Delivery time for international takes around 10 to 14 days.

If your orders have not arrived within 90 days of order processing are eligible for a refund or free reshipment. Please get in touch with us at:support@momorii.com for assistance.

Question: How much is the shipping cost?

Answer: We provide free shipping of over $65 to the major countries. (Zone 1) 

If your order is less than $65. We charge $4.95 for the standard shipping. 

Answer: We provide premium shipping to these countries as there is no reliable standard shipping lines. (Zone 2) 

We charge $49.95 for the premium shipping. 

If your location does not fall under the shipping zones, we will contact you with the shipping rates and estimated delivery days. 

Question: How do I track my order?

Answer: You can check on the status of your order at any time by going to the following link: https://momorii.com/apps/tracktor/track. You can also reach out to our customer support team atsupport@momorii.com to ask questions anytime.

Question: Where is my order?

Answer: As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If you did not receive an email for some reason, please check your spam folder and addsupport@momorii.com to your safe sender list.

Question: What if my item is damaged?

Answer: You will be eligible for a replacement if your item breaks within the 30 days grace period after you have gotten your item from our courier service based on the items on your residence.

Would you please send us the following details at: support@momorii.com

  • Order Number
  • Full Name used to place the order
  • Email address used to place the order

We will send you a replacement.

Question: What size should I order?

Answer: We've included a handy sizing chart next to every item in our store. We encourage you to pay close attention and even measure yourself to be double sure! Remember, sizes can fluctuate a little bit across different types of apparel and footwear - so to ensure you look as fabulous as humanly possible - take a look at the chart. Naturally, if you have any questions, you can contact us and we'll be happy to help.

Question: How do I return an item?

Answer: Please check our refunds and returns policy for detailed information.

Question: My order won't go through. What should I do?

Answer: If you are still receiving an error message after reviewing your credit card information, billing and shipping address, please make sure you are using the latest version of your web browser.

Question: Why isn't my tracking link working? 

Answer: If the tracking link is not working, please copy the tracking confirmation number from your email and enter it directly into the shipping carrier site here for detailed information on your package's shipping status.

If you are still unable to locate the package, kindly email ussupport@momorii.com and provide us with the below information:

  • Order Number
  • Full Name used to place the order
  • Email address used to place the order

We will look into the matter as soon as possible.

Question: My package never arrived, what should I do?

Answer: If you have not received your order after 45 days. Please get in touch with our support teamsupport@momorii.com and provide us with your full Name, order number and email address used to place the order.

Question: Will I have to pay for international taxes and duties?

Answer: Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Momorii cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions, customs agents may delay the delivery of some packages.  

Question: What if I received the wrong item? 

Answer: If you have received an incorrect item, please get in touch with us at support@momorii.com and provide us with:

  • Order Number
  • Full Name used to place the order
  • Email address used to place the order

We will make sure the issue is resolved for you!

Question: How do I use my discount code?

Answer: Enter your discount code in the "apply coupon code" section under "order summary" during the checkout process.

Hit apply and the discount amount will be reflected on the order total immediately.

Question: Can I use multiple discount codes on my order?

Answer: Only one discount code may be used per order.

 

Question: Will my discount code work on sale items?

Answer: No discount codes will not work on sale items. If you have sale items in your cart, they will not reflect the discount.

Only items that are not on sale will be discounted.

Question: I ordered 2+ items but only received 1. Where is my 2nd item?

Answer: We have multiple fulfillment centres and have a large assortment of products not stocked in-house. When you order multiple items at a time, they may be shipped separately. Therefore, you may receive one item before the next item. Please do not panic if you don't receive all of your items at one.. They are on the way. You can use your tracking number to track your orders.

 

Question: What is that smell (applicable to apparel)

Answer: When customers open their bags of garments, they will get a strong vinegar smell. Through the print process, we use pretreatment on our garments before printing. Once the pretreatment is sprayed and the image is printed, the garment is sent through the dryer.

Once the garment passes, the quality control and check are bagged and labelled for shipping so the smell can be strong.

Removing the smell is easy. Just wash the garment inside out in cold water with a light detergent and the smell will be removed. 

If you have any other questions on care instructions of your garment, please email our support team:support@momorii.com.

 

Question: What packaging will the item be delivered in: (applicable to custom-printed jewelry)

Answer: Presentation Box (our gift for you!)

Each item is placed inside a presentation box, which secures it during shipping and provides a luxury feel of the item when opened.

 

REFUND POLICY (applicable to custom made jewelry)

As each product is custom-made, refunds are not possible under most circumstances. However, if you discover that the items are defective upon arrival, you can email to support@momorii.com, we will try our best to resolve your issue. We have found that most problems are quickly resolved through remake or replacement requests to give our customers the confidence to shop with us. We will evaluate on a case-by-case basis.

 

RETURN POLICY (applicable to custom-made jewelry)

Each item is custom-made for every customer - and as such. We cannot accept the general return for items. This includes: 

  • Change of mind
  • Items ordered in error (including wrong quantity, design or variant selected)
  • Exchanges for alternative design or product
  • Not as expected items
  • Unwanted items

 

If there is a verifiable defeat or quality concern, please email our support team, support@momorii.com; we will try our best to resolve your issue.