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We have answered some of the top questions you might have about Moshions.
How do I know the item I have purchased is authentic?
Moshions products are only available on its official Site shop.moshions.rw, physical shop in Kigali - Rwanda,  and certified stockists announced via our Site. Any item found beyond the above-mentioned parameters is NOT authentic. 

Does Moshions offer private appointments? 
Yes, Moshions offers personalised consultation at the physical shop to customers in need of bespoke services. To request or learn more about this arrangement, visit www.moshions.rw/bespoke.
How can I make an order online?
To place an order, visit shop.moshions.rw. The Site features a wide range of products for menswear and womenswear – available for direct purchase or pre-order. 

Does Moshions ship worldwide? 
Moshions partners with the reputable shipping agency DHL to bring you the purchased items wherever you are in the world. After placing your products in the cart and filling in address information, a shipping rate will appear.

How long will I receive my order?
The purchased items reach you in less than 15 days. In case of unforeseeable delays, Moshions will communicate a new arrival date.

How do I choose the right size?
Every product page includes details to help you choose the right size. The “Size Guide” pop-up shows standard measurements for reference. We advise you to use the latest recorded measurements when ordering on our Site.

Does my Moshions purchase have warranty? 
Moshions products are crafted with quality and mastery to last long. You can benefit a window of returns and exchange in case your product is not in a good condition. Moshions does not assume responsibility after the window closes. However, we encourage you to work with local tailors if any issue arises. 
Please read full guidelines of our return policy here. 

What materials make up each of the outfits and accessories sold?
There are a variety of materials we use in making our outfits and accessories from organic cotton, silk, linen, polyester, wool, prado, beads and leather. Each outfit is made with a specific concentration of each material that is needed. For a more detailed explanation you can view this *line sheet* outlining all our sold outfits and accessories as well as what each product is made of.

What measurements do you use? (US or European)
Moshions uses a European standard in measurements. Other primary size references are seen on the Size Guide here. 

Is Moshions an ethical fashion brand?
Since its inception, Moshions has explored conscious practices to fit in the extraordinary blend of contemporary and culture. The pursuit of eco-friendliness has seen the brand switch to organic fabric, create zero-waste products and learn more about reducing carbon footprints across the operations. 
Our transparency goes deeper than applying fair wage to direct employees but in every stage of the supply chain. We are committed to doing more.

Which payment methods do you accept?
Moshions accepts a wide range of secure payment solutions. The full list is available on the footer of the Site. In case your payment fails, please contact your bank and finally let us know via customercare@moshions.rw.

Which currencies do you accept?
Moshions accepts all currencies. Your purchase will likely be converted to the US Dollars for a monetary resolution. 

Is my online payment secure?
Moshions prioritises security and confidentiality for all online payments. The Site processes any transactions with the certified gateway, DPO, only

How do I track the status of my order?
Compose a text on how they can find it via the order email.

Can I update or cancel my order?
Canceling is only valid in 15 minutes after placing the order. 

Can I place my order by phone?
We strongly encourage you to place your order via our shopping Site www.shop.moshions.rw for a proper follow-up. The failure in orders placed over the phone call will not be attributed to Moshions. 

                                                         Shipment

Do you ship worldwide?
Yes, all our products are shipped to every country that DHL delivers to.

How much do you charge for delivery?
Moshions partners with the reputable shipping agency DHL to bring you the purchased items wherever you are in the world.  For delivery charges, Moshions uses the same shipping rates that have already been set by DHL, which vary according to each respective region of the world. For more information please visit https://www.dhl.com/en/express/shipping.html to get actual shipping/delivery rates depending on your region.
 
Do I need to be present to sign for my order?
Anyone present at the delivery address can sign for your order, however we do not deliver to neighbors or local pick-up points.

Can I change the delivery address for my order?
Once your order has been placed, it is not possible to change or update the delivery address.

What happens if nobody is present to receive the parcel?

                                                             Returns

What should I do if my order arrived damaged?
We encourage you to immediately indicate when you receive a damaged package by writing to  customercare@moshions.rw or by calling +250 788 645 543 to inform us of the issue. You can also refuse it altogether. For more information regarding our return policies please review this document.
What is Moshion's return policy?
In case of any situation where you are not fully satisfied, Merchandise may be returned for exchange or full refund to our store in Kigali – Moshions will take care of the return shipping costs within 15 days of the actual purchase. The item should be accompanied by the printed or email receipt. All merchandise returned for exchange or refund must be in the original packaging and in perfect condition to be accepted. Items such as necklaces, face masks, and personalised orders cannot be returned for hygienic reasons. Kindly check the return eligibility under ‘Return Note’ on the product page.

What should I do if the items delivered don't match what I ordered or if something is missing?
If for any reason your order is not what you expected or something is missing from it, please contact customercare@moshions.rw within 24 hours  so that we can help you.

How do I return items?
Please follow the following step by step process;
Write to customercare@moshions.rw or call +250 788 645 543 to inform us of the issue.
Fill in the Return Voucher provided to you inside the packaging. 
Organise the parcel as indicated on the Return Voucher or from our customer care agent.
Hand over the Parcel to Our Shipping Partner DHL. 
We will follow up and update you upon the receipt of the parcel.

What should I do if I cannot find my prepaid return label?
If you can not find your prepaid return label, Moshions has put this under consideration by attaching a printable version in your return confirmation email. 

Can I return my item/s to a store?
Yes, Merchandise may be returned for exchange or full refund to our store in Kigali.

How long does it take for a refund to be processed?
An email will be sent to you as soon as your refund has been issued. Depending on your bank, the amount will appear in your bank account details within 7 to 15 days.

What are refund conditions?
Once the returned item/s is/are received, we will check that the return complies with our return and refund conditions. If it does, we will credit the refund to your original payment method. There may be a slight delay (usually between 7 to 15 days) for the amount to appear in your account details depending on your bank. Please note, refunds may only be requested by the customer that placed the original order.
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