FAQ’s

 

 

  • HOW DO I PLACE AN ORDER?

You have many ways to do so:

Simply add the product(s) you wish to order in your shopping cart by clicking on the “Add to Cart” button located next to the product image. When you’re ready to complete your order, click “Continue Checkout” from within your cart and follow the instructions.

You may also complete your order by calling our customer support team.

Via chat button with our customer support team, they are always there to help you.

 

  • DOES THE IMAGE ON YOUR SITE ACCURATELY REPRESENT WHAT I WILL BE SENT?

We strive for a high degree of image accuracy. However, in some cases, the visual representation may be approximate, or prints may vary. If you are not satisfied with the product you receive, you may return it within 14 days for a refund.

 

  • CAN I ADD ADDITIONAL ITEMS TO EXISTING ORDERS?

We are unable to add additional items to existing orders or substitute individual items. You will need to cancel your existing order and place a new one.

 

  • CAN I SHIP TO A P.O. BOX?

Yes, we can deliver packages smaller items to a P.O. Box. Larger items must be shipped to a street address.

 

  • HOW MUCH WILL SHIPPING COST?

Shipping fees vary based on the quantity and type of item you’ve ordered. See shipping rates chart and options to estimate your charges.

  • DO YOU SHIP INTERNATIONALLY? WHAT IF I NEED EXPRESS SHIPPING?

We will gladly express ship items to most international destinations. To set up express shipping, please call our customer support team to discuss express shipping options and pricing with you.

  • IS MY PACKAGE INSURED?

Mostawrd.com guarantees your satisfaction and we will give you a refund or a replacement for lost or damaged upon arrival purchased items. In the remote event that your package is, please contact our Customer Support.

  • HOW DO I TRACK MY ORDER?

You can quickly check the status of a current order with your order number and email address. As soon as your order is shipped, we’ll send you a confirmation email that includes a tracking number.

  • CAN I CANCEL MY ORDER?

To cancel an order that has not yet shipped, have your order number available and contact our Customer Support Team or by emailing us at info@mostawrd.com. We are unable to process cancellations for items that have already shipped. Please visit our returns page or contact us for alternate options.

 

  • WHAT PAYMENT OPTIONS DO YOU ACCEPT?

We accept all major payment ways, also you can use cash on delivery option. If you want to pay in different way please contact our customer support to handle you request

  • WHEN WILL MY CREDIT CARD BE BILLED?

Prior to shipping, we have only received a pending pre-authorization request from your financial institution. When we request an authorization for your purchase, your financial institution may place a hold on your account for the amount of that pre-authorization request. While your financial institution may place a hold on the pre-authorized amount, your account will only be charged for the actual transaction amount when the first item on the order is shipped. Any pending refunds will process when all items have shipped.

Most financial institutions will remove a pre-authorization hold from your account when the actual transaction amount is debited from your account or 3-5 business days after the pre-authorization request, whichever occurs sooner. Since policies vary between different financial institutions, we recommend that you contact your financial institution with any further questions about a pre-authorization.

 

  • DELIVERY

Delivery times vary depending on your location. Orders are usually sent on the next business day. We make every effort to deliver goods within the estimated timescales set out on our Site; however delays are occasionally inevitable due to unforeseen factors.

You will receive an email or phone call a day after your order has been sent containing the parcel tracking number.

Items must be signed for as they cannot be left unattended. If nobody is there to sign for the parcel, a calling card should be left and you will need to go to the local Post Office to collect the goods. It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter a wrong address, we are not obliged to re-send the order to the correct address at our expense.

  • NON ARRIVAL OF AN ITEM/S

After the customer informs us if an order does not arrive, we will lodge enquiries with our delivery partners to ensure delivery occurs as soon as possible.

Please note that if an item has been lost in transit, we will not despatch a replacement item until we have resolved the problem. Replacement items will be dispatched according to our discretion.

  • WHAT ABOUT DUTIES AND TAXES?

You may be required to pay duties and taxes to claim your package, depending on your local customs office. Mostawrd.com has no control over this, and has no way of determining the total cost of duties and taxes. We encourage you to contact your local postal service or customs bureau for more specific information.

  • WHY CAN’T YOU SHIP TO MY COUNTRY?

Due to shipping restrictions, we may not be able to ship products to certain countries. If you are able to select your country when filling in your address, then we are able to ship most products to your country.

  • RETURN
  1. What can I return?

You can initiate a return up to 14 days after delivery if:

  • You receive a wrong, damaged, defective or counterfeit item
  • You change your mind
  • When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging.
  1. How do I return an item?

Online: Complete your return request on our contact form or call us.

  1. How long will it take to return an item and get my refund?

Please see our timelines for full information.

  1. Once I initiate a return, what happens next?

If the package was delivered to you and you requested for a pick-up, our delivery agent will call you to schedule retrieval. There will be 2 attempts made to retrieve the item(s). If you initially picked-up your package from one of our stations or chose to drop-off at one, please take the items you wish to return to a pick-up station near you.

  1. I have requested for returns pick-up from my home, how long will it take?

Once we receive your request, we will make two attempts to retrieve the item(s).

  1. What happens if I miss both attempts to retrieve my return?

Your return request will be cancelled and you will no longer be able to return that item.

  1. Can I return an item after 14 days?

You will not be able to return an item after 14 days but if it is faulty, it may be covered under warranty.

  1. I initiated a return and requested for pickup at my home, but no one came and it has been a while, what should I do?

If happened, we apologize for this. Please contact us using the form provided.

  1. My return has been collected for a while, but still no news, what should I do?

We apologize for this. Please contact us using the form provided.

  1. Mostawrd.com tells me they have done a bank transfer but I have not received the money, what should I do?

If happened, It takes 2-5 days for the money to reflect in your account. Please contact us if it you still haven’t received your refund after this time.

  1. How do I track my return status?

We will keep you updated by email and SMS about the status of your return. You may also wish to look at our timelines.

  1. Do I have to return all products in my order?

No, you do not have to return your entire order. You can return your choice of selected items.

  1. Do I have to return the free gift when I return a product?

Yes, any free gift must also be returned.

  1. Do I have to pay for shipping charges when I return a product?

You may be charged for shipping a product back to Mostawrd.com.

  1. Can I replace or exchange an item rather than a refund?

Yes. You can replace/exchange an item for another. However, if there is a difference in the price of the item being replaced, you will be charged accordingly. All exchange/replacement is subject to stock availability.

  1. Why was my item redelivered to me instead of a refund?

Returned items will be redelivered to you if we cannot verify your reason for returning it.

 

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