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Shipping & Returns

 

Shipping & Returns

How long does shipping take?
Morati offers two worldwide shipping options for orders: Standard and Express. Available shipping options may vary depending on the product type, quantity ordered, and address type. Standard shipping takes 7-10 business days. Express shipping takes 3-4 business days.

Returning Damaged/Defective Items
We strive for no returns, we are tireless in ensuring that every product that comes from our website is flawless. It’s what you deserve. But if something does go wrong, what will we do about it. In cases of damage or defect, we can quickly arrange replacement if you provide a digital image of the damage or defect along with a clear description of the problem and preferred action (replacement, refund or credit) in an email to our customer support team. In most cases, action can be taken as soon as we have this evidence from you. If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Morati for inspection. We’ll then contact you with our next course of action.

I need to change my shipping address.
Please provide an alternative address and we will update it for you right away. If the product is already marked “Shipped” then we cannot update the address. If it’s still in the “Processed” phase, we’ll do everything we can to make sure it gets changed.

The special characters in my address are not showing up correctly in my email confirmation. 
Your email may not be displaying the characters correctly. If you provided us with the correct address we have it and it will show up correctly on the shipping label.

How much is shipping?
Standard shipping is $10. Express shipping is handled by DHL and is charged by weight see individual products for specific fees.

Who are your international shipping carriers?
Express shipping is handled by DHL, the Standard shipping varies depending on your country.

Can I track my order?
If your order is being shipped to the United States, you can track your orders in www.usps.com. You can also check your order status on your Morati account.

I'm missing items from my order.
If you're missing an item, double check the package and other products to make sure it's not hiding somewhere. Different products ship from different locations and are split into different orders so it may still be on the way. If you still can't locate it, please let us know and we will make sure you get what you ordered.

I think my package has been lost.
Please note that all ship times are estimates and not guaranteed. If you do not receive the items within 4 weeks of the shipping date, please let us know and we will take further action with the order.


I received the incorrect items.
Please send us a photo of the item(s) and any additional description. We will review it and begin processing a replacement right away.

Who covers the return shipping cost?
If the product is claimed as damaged or defective and it cannot be determined remotely, Morati will provide a prepaid return-shipping label to inspect the product. 
In all other cases, return shipping costs are the responsibility of the customer. You will be notified when your return is received at our facility with an indication as to what will follow. 

How long will it be until I get my money back?
If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchased (depending on the processing speed of the bank that issued the funds). 
If you have requested an account credit, be advised that returning funds usually take 48 hours to appear in your Morati account. This credit, once available, may be used to make a purchase at Morati World. 


When will my refund show up?
All refunds are issued back to the original form of payment. Refunds should appear on your account in 2-3 business days if issued with a credit card. Refunds issued to a bank account typically take 7-10 days to reflect on the account balance. If your refund does not show on your account balance within this time, please contact your credit card company or financial institution.

What items can't be returned?
Our products are all custom made to order. This means you choose exactly what you want to purchase and we produce it. We accept returns on orders that do not match the design criteria given to us by you, the customer, if there is evidence that we have not provided a product of the standard you expect then returns are negotiable. However, we cannot accept return of non-defective products on the basis of their design, or any other deviation in customer preference for making the order. No items can be returned for refund 30 days after receipt. And we cannot accept the return of used items.