We wish all of our customers to be happy and satisfied with their purchase. This is why we have chosen some of the top providers.
First of all, check your purchase for defects or flaws once it is delivered or upon pick up. Items recognized as defective upon receipt, should not be worn (donned) by the customer or recipient if such item is to be eligible for exchange.
Defects and flaws are defined by, but not necessarily limited to: open or separated seams, missing stitch, holes, inconsistent threading/looming, erroneous thread tensions, needle cuts or chews, loose or missing attachments such as buttons or snaps, or printing which is smeared, bleeding or not as ordered.
We only provide exchanges for defective products or those provided in error. Customers whom have made an error in their purchase selection (based on size, color or preference) may, at our discretion, receive an exchange of product of same or greater price. It is rare that we will be able to provide an exchange for error in selection purchase for customized items.
Proof of purchase is required to receive an exchange. No exchanges will be given for items which are dirty, noticeably worn, have been soaked, washed or dry cleaned, or have been stained. No exchanges are issued without us first having the suspect item in-hand.
For any other conditions, visit Contact The mOtto Shop as soon as possible to inform us that you wish to make an exchange or if you have a concern with the products you have received.
Internet (On-line) Purchase Exchanges
1. Customer Selection Errors: You must return (postmark) the item to us within fourteen (14) days of receipt of the item. We recommend you visit Contact The mOtto Shop to inform us that you wish to make an exchange.
2. Defective Products and Those Provided in Error: You must go to Contact The mOtto Shop and select Exchange Shipping Authorization (ESA) within thirty days of receipt, providing the respective Order or Receipt Number and any additional comments regarding the reason for desiring an exchange. Contact us by any other means available on our Web site should this manner not be adequate.
An ESA Number will be issued for exchanges for which we have approved, based on information known or provided by the customer. In such case, we will send a Paid Shipping Return Document (PSRD) for customers to return suspect items at no shipping cost. Suspect items must be received by us within fourteen (14) days of receipt of the PSRD. Upon validating and confirming reason for Exchange, we will exchange said items and ship (at our charge) to the "Ship To" Address as indicated on the original order.
If we contest the reason for liability for a defective product or a product provided in error, we will contact the customer with our justification, providing further correspondence or conversation necessary to work toward resolving any issues.
We will treat any order issue with the greatest concern and recommend you go Contact The mOtto Shop to provide us as much information as possible.
