FAQ

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Frequently Asked Questions

GENERAL

  1. What’s the best way to find what I’m looking for?

    The search tool at the upper right-hand corner the quickest and easiest way to narrow down our selection. You can also navigate the site using the main menu or browse by category IE. Designers, Apparel, Accessories. Also, check out our Inspirations and Trendbook for fresh ideas and the hottest new items.

  2. Do I need to register to place an order?

    No, you don’t need to register to place an order. However, registering in the system allows access to special features such as: checking the status of your order, tracking the shipment of your order, viewing your order history, and participating in special offers and promotions. To register, simply click the REGISTER link at the top of the page and follow the simple instructions.

  3. I already have an account but cannot login. What should I do?

    There are several possible reasons why you may not be able to login:
    -you may have incorrectly entered your username (e-mail address) or password;
    -if you have forgotten your password, you may retrieve it by clicking "Password reminder" on the login page. Your current password will be sent to the e-mail address provided during registration. If you are still having trouble, please contact our Client Services via e-mail at klient@mostrami.pl.

  4. I’ve placed an order, when can I expect to receive it?

    All products available for purchase on MOSTRAMI.PL are produced by top tier Polish designers and are not commercially nor mass produced. Therefore, the fulfilment of the order should take no more than 14 business days from the time of purchase and should not, under any circumstance, take more than 30 days from the conclusion of the sale contract. However, in the case of circumstances outside of MOSTRAMI.PL’s control resulting in delays, you will be notified immediately by a client service representative.

  5. Is it possible to order an item in a custom size?

    Yes. If you would like to custom order a size, please contact Customer Services prior to completing your order to discuss the options. You can contact Client Services via e-mail at klient@mostrami.pl. Please be kindly advised that custom sized orders are not eligible for returns or exchanges.

  6. My account has been blocked, what should I do?

    If your account appears to be blocked, please contact Client Services via e-mail at klient@mostrami.pl. The site administrator reserves the right to block a user account in the case of breach of Terms of Use.

  7. What is the best way to contact the Client Service office?

    The Client Service office is open Monday through Friday from 9 a.m. to 6 p.m. Central European Time (CET). You can contact us via e-mail at klient@mostrami.pl at any time.

  8. How can I receive an invoice for my order?

    MOSTRAMI.PL issues an invoice (VAT invoice in Europe) based on the data submitted. The invoice is issued electronically and sent to the e-mail address provided at the time of order. Invoices can be issued to an individual or a corporation. It is possible for the billing and shipping details to be different.

  9. What does the ordering process involve?

    -by placing an order on MOSTRAMI.PL, the client accepts and agrees to the terms and conditions of the sale
    -the client is obligated to pay for the purchase via one of the available payments options listed below
    -once the payment is processed, MOSTRAMI sends the client a confirmation of payment
    -at the time of shipment, MOSTRAMI sends the client confirmation of shipment and the order tracking number

  10. What is the client balance?

    The client balance is a virtual account, to which cash can be added to make purchases from MOSTRAMI.PL.

PAYMENT OPTIONS

  1. How can I pay for my order?

    MOSTRAMI offers the following methods of payment:
    -Credit card: VISA, MasterCard
    -Electronic transfer
    -PayPal
    -Bank transfer to account number: 75 1030 0019 0109 8533 0003 5778
    Full list of approved payment methods:

  2. Does MOSTRAMI charge additional fees for credit card payments?

    We do not charge any additional fees for any of our available payment options.

  3. When do you begin processing my order?

    We begin processing your order immediately once payment has been received to our account.

  4. How can I be certain that my personal information is protected and the whole process is safe?

    Your safety is of utmost importance to us. At each stage of the process, we attach great importance to the protection of your personal data. We use the highest quality technology and security system. In addition, a team of IT-specialists is on hand so that all processes are carried out flawlessly.

  5. How to use the Mostrami.pl gift card?
    1. Go to Mostrami.pl
    2. Log in or register
    3. Add your desired items to the cart
    4. Choose the >> gift card << option as the payment method
    5. Enter the code from your gift card

SHIPPING

  1. What are the shipping options and who covers the cost of shipping?

    The cost of shipping within Poland is 16 PLN per package. This cost for shipping will be added to your order. For international shipping rates please refer to the "Shipping" section in the Help menu.

  2. How is my order shipped?

    Each order made within Poland is shipped by DHL . NOTE: Please check your package upon delivery to make sure it has not been damaged in transit.

  3. What documents are included in my shipment?

    Your shipment will contain a Return/Exchange/Claim form. The invoice will be sent electronically via e-mail.

  4. What time of the day can I expect to receive my shipment?

    DHL provides shipping services on weekdays between 9 a.m. to 6 p.m. For alternative delivery options, contact our Client Services via e-mail at klient@mostrami.pl. You can also contact DHL directly at DHL or by phone at 46 814 82 20 (Monday to Saturday from 7 a.m. to 7 p.m. CET).
    Clients registered with MOSTRAMI.PL can track their orders in real time on our website.

  5. Can I pick-up my order in person?

    MOSTRAMI.PL is based in Poland and provides mail-order service only. We do not provide the option to pick up orders from our office. Our shipping partner will expedite your items to the address specified at the time of your order.

  6. When are orders made on weekends or holidays processed?

    Orders made on weekends or holidays are processed on the next business day following a purchase. You can check the status of your order in the MY MOSTRAMI section or in your order confirmation.

  7. Is it possible to receive my order within 24 hours of purchase?

    Due to the nature of the products available on MOSTRAMI.PL, orders are generally processed within 14 days of payment. However, we make every effort to ensure that shipments are made as quickly as possible. Orders are shipped as soon as the payment is cleared and the item is available. Clients receive an order confirmation with the estimated time of delivery.Registered users can track the status of their orders in MY MOSTRAMI section of the site.

  8. Is it possible to receive my order on a Saturday?

    Orders are generally shipped for delivery on weekdays. However, at the client's request, deliveries can be made on Saturdays, Sundays or holidays. Special delivery is subject to an additional fee.

  9. Is it possible to postpone the delivery date of my order?

    It is possible to delay the shipment date provided the package has not yet been forwarded to the shipping company. Changes to the delivery must be requested at the time of order. In this case, please contact our Client Services via e-mail at klient@mostrami.pl. Requests for later shipment dates can also be entered in the Notes section of your order.

  10. What should I do if my order has been damaged during shipping?

    When accepting the package from the shipping company, please check the package and contents carefully for any damage.
    If your order has been damaged, please prepare two identical copies of a damage report in the presence of the courier and contact our Client Services immediately via e-mail at klient@mostrami.pl.
    If you notice that your package is damaged after you have signed for it and there is no damage report, please contact form provided with your order (the form is also available for download on MOSTRAMI.PL) and include it in the package with the returned product.

RETURNS AND EXCHANGES

  1. Can I return a product?

    Every product offered by Mostrami may be returned within 14 days of receiving the parcel. The item has to be sent back in its original state, unused and clean, with all of its tags intact, free of any smells such as lotions, perfumes, etc. You can return an item by filling out the printed form and sending it along with the returned parcel or you can fill out the form originally attached to the parcel.

    Due to the nature of products offered by Mostrami and with accordance to existing laws, custom made items - which entails all items made according to particular requirements of the client or adjusted to meet his or her individual needs - cannot be returned. If in doubt, do not hesitate to contact Mostrami prior to placing the order.

  2. Can I file a claim for items purchased?

    Under the Electronic Sale of Consumer Goods Act, all of our products are covered by a two-year warranty.
    Claims on faulty goods can be filed within this period of time by printing the claims form and sending it to MOSTRAMI along with the product in question.
    Claims must be accompanied by the original invoice or other proof of purchase.

  3. Who covers the cost of returns, claims, or exchanges?

    In Poland, the cost of shipping any item for return, exchange, or repair will be covered by MOSTRAMI. The cost of shipping a new item to replace an item for claim or exchange will also be covered by MOSTRAMI.
    For international returns, exchanges, or claims, it is the client's responsibility to cover the cost of shipping to MOSTRAMI. In case of return or claim, the shipping cost of the replacement item will be covered by MOSTRAMI.

  4. In the case of returns or claims, how am I reimbursed and how long will it take?

    Reimbursement for an item that has been returned to MOSTRAMI will be processed within 14 days of its delivery to our office and will be returned in the original form of payment. Once the return or claim has been successfully processed, our Client Services will send you an email confirmation of the change of the order status.

  5. Can I only exchange an item for the same product in a different size or can I get a completely different product? How are differences in price taken into account?

    MOSTRAMI offers exchanges for the same item in another size or colour. Exchanges are processed at no additional cost.
    If you wish to exchange your purchase for another product from the same or different designer, we recommend returning the item and completing a new purchase. Please follow the return process as previously indicated.

  6. If I file a claim for a damaged product, is it going to be replaced or do I receive a refund?

    For all claims on damaged items, the client may choose from the following options: repair of the damaged product, refund of the original cost, or replacement of the product.
    The final decision concerning the form of resolving the complaint belongs to the Designer who will take into consideration the Client's preferences, as submitted to the Returns Department of Mostrami.pl.
    Given the unique character of many of our products, replacement of certain items will not be possible.

Kontakt
Have a question for us?

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Contact us by e-mail:

Kontakt klient@mostrami.pl

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