Frequently Asked Questions

FAQS.

I have an order

We love to hear from our customers so we can keep improving our service and products. If there’s something that didn’t go as expected, please reach out to us here so we can analyse your case and try to find a satisfactory resolution.

We’d also love to hear from happy customers on social media, so even if it is to just say “Yay!” or post pictures with your new Moteefe product, please tag us with [email protected]

My parcel is late. What should I do?

If it’s already past the estimated time of arrival indicated in your confirmation email, we recommend you double check the delivery address for your order.

If the address you gave us is incomplete or incorrect, it’s likely that your parcel will either be delayed or returned to us. If it’s returned to us, we’ll make sure to contact you in order to get your full address before re-shipping it. Please be aware that the return process can take a considerable amount of time.

If the delivery address is correct and the estimated time of arrival has passed, you can reach out to us here. Please provide your order number and delivery address, and we’ll be happy to investigate this for you.

How can I track the status of my order?

When you place your order, you immediately receive a confirmation email with all your order details and a magic link to your order tracking page. You can follow the status of your order up to dispatch by using that magic link or by introducing your order email address and order number in the ‘Track your order’ page.

We will also send you another email when the campaign ends and your order is sent to production, as well as when the production process is finished.

Parcels are then shipped with standard delivery. As such, once your order has been shipped, we can only offer estimated delivery timeframes. You can see these on your confirmation email and in your order tracking page.

If you’re having trouble accessing your order tracking page, please send us an email here with a description of the issue and a screenshot of the error message you’re getting, and we’ll be sure to help you out and give you the information you’re looking for.

How do I cancel or change my order details?

Order changes and cancellations are only accepted within the first 24 hours. The exact date and time for this deadline are in the confirmation email you receive when you place your order.

If you’d like to change the size, colour or shipping address, you can do this by signing into your account or following the link in your confirmation email. Please make sure you click on the “save and confirm” button so that your change can be processed.

If you’d like to change the product, the number of items ordered, or to cancel your order, you should contact us by clicking ‘Submit a request’ below.

I did not receive all the goods I ordered or received the wrong goods

If you have ordered several items in the same order, these might be shipped in different parcels, as they might belong to different campaigns with different timings, and/or be produced by different suppliers. As such, you might receive these products on different days.

If the items you’ve received do not match the ones listed in the confirmation email we’ve sent you right after your purchase, we kindly request you to send us photographic evidence of the received items, by emailing us here. Once we liaise with the supplier and confirm the mismatch, we’ll immediately send you the items missing.

Where can I leave my feedback?

We love to hear from our customers so we can keep improving our service and products. If there’s something that didn’t go as expected, please reach out to us here so we can analyse your case and try to find a satisfactory resolution.

We’d also love to hear from happy customers on social media, so even if it is to just say “Yay!” or post pictures with your new Moteefe product, please tag us with bombu[email protected]

Send us an email