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help@mottandbow.com

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Mon-Fri 9am-6pm EST

FAQ Policies

General FAQ’s

Which countries do you ship to?

We offer international shipping to most countries worldwide. For a detailed list, please check the dropdown menu of all the countries we ship to. On desktop, toggle the international flag in the top right corner of the header bar. On mobile, access the menu by pressing the three lines in the top left corner of the header bar, and you'll find the international flag at the bottom.

Do you have a store to visit?

No, all of our jeans are exclusively sold on our website. This is how we keep prices fair!

Are your prices in USD?

Prices will vary based on the country selected, with most countries displaying prices in their local currency. During checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

USA Orders

Returns and Exchanges

Can I exchange my order?

Absolutely! You can exchange your order within 30 days from the date of delivery, provided the item is unused and in pristine condition.

How long will it take my refund to be completed?

Refunds are processed immediately if dropped off at a Happy Returns location; you should receive your Mott & Bow gift card in your inbox a maximum of 5 business days after drop off. For mail-in returns using prepaid labels, you can expect your refund to be processed within 15 business days, starting from the day we receive the package back at our facility. There is a $9 processing fee per return (not per item) for mail-in returns and a $5 processing fee per return (not per item) when done through a Happy Returns location.

How long will it take for my exchange to be sent?

We will process and send out your new order within five business days from the date it was requested. Once it ships, it will take 3-7 business days to get to your door.

How do I request a refund?

Visit our returns page and follow the instructions to process your refund.

Where should I mail the products I want to return?

To return your product(s), please visit our returns portal and follow the steps detailed there. You’ll be guided to find your nearest Happy Returns location, where you can drop off your return. Alternatively, you can send your product(s) back to us by mail, using a prepaid label.

Is the restocking fee charged per return, or per returned item?

For returns made through Happy Returns Bar, there is a $5 processing fee per return (not per item). For mail-in returns, the processing fee is $9 per return (not per item).

Why was my refund short?

Your refund may be slightly reduced as we deduct the cost of return shipping, along with a processing fee per return ($5 for Happy Returns and $9 for mail-in returns).

Why is my order not showing up on the return site?

If your order is not appearing on our returns portal, it is likely beyond the 30-day allowable return period. If that is not the case, please contact us at help@mottandbow.com.

Orders and Shipping

Where's my package?

We send a tracking number via email for all shipped packages. To check the status of your order, simply visit our tracking page and enter your order number, email address or tracking number.
You can also contact the carrier directly:
U.S. Postal Service: 1-800-222-1811 UPS: 1-800-742-5877

What if I need to change or cancel my order?

We can't modify, change, or intercept a package to alter a delivery once an order has been placed. Nevertheless, if you see a mistake in your order, email us at help@mottandbow.com as soon as possible, and we will try our very best to accommodate your request.

How long will it take to get my order?

We offer multiple shipping options:
A. Basic (2 to 7 business days)
B. Standard (1 to 5 business days)
C. Second Day (if placed on a business day before 11 AM EST)
D. Next Day (if placed on a business day before 11 AM EST)

What happens if incorrect address information prevents package delivery?

If a package is undeliverable due to incomplete or erroneous destination information, the carrier cost of $30 USD will be billed to the customer. Should the customer wish to have the package re-sent, they will only need to pay half of this amount ($15 USD), and we will cover the other half.

What is your returns policy for USA orders?

Kindly refer to our returns policy page for detailed information. If you would like to return an order, please visit our USA returns portal and follow the return process detailed there.

International Orders (non-US)

Returns

Do you ship internationally? If so, which countries do you ship to?

We offer international shipping to most countries worldwide. For a detailed list, please check the dropdown menu of all the countries we ship to. On desktop, toggle the international flag in the top right corner of the header bar. On mobile, access the menu by pressing the three lines in the top left corner of the header bar, and you'll find the international flag at the bottom.

Can I exchange my order?

Unfortunately, we only offer returns for international orders.

How do I request a refund?

To request a refund, visit our international returns portal and enter your order number and email address.

Where should I mail the products I want to return?

To return your products, please visit our international returns portal and follow the return process detailed there. You’ll be guided to find your nearest DHL location to drop off your return. Scheduled pickups by DHL couriers may also be available.

Why was my refund short?

Your refund may be slightly reduced as we deduct the cost of return shipping and, occasionally, duties and taxes that are non-refundable by certain countries.

Why is my order not showing up on the return site?

If your order is not appearing on our returns portal, it is likely beyond the 45-day allowable return period. If that is not the case, please contact us at help@mottandbow.com for assistance.

Orders and Shipping

Where's my package?

We send a tracking number via email for all shipped packages. To check the status of your order, simply visit our tracking page and enter your order number, email address or tracking number.

What if I need to change or cancel my order?

We can't modify, change, or intercept a package to alter a delivery once an order has been placed. Nevertheless, if you see a mistake in your order, email us at help@mottandbow.com as soon as possible, and we will try our very best to accommodate your request.

How long will it take to get my order?

We offer ​​international shipping via DHL Air Express and ePost Global Standard. Standard shipping takes between 2-10 business days, while express shipping typically delivers in 2-3 business days, but may take up to 8 days in some cases.

What happens if incorrect address information prevents package delivery?

If a package is undeliverable due to incomplete or erroneous destination information, the carrier cost of $30 USD will be billed to the customer. Should the customer wish to have the package re-sent, they will only need to pay half of this amount ($15 USD), and we will cover the other half.

What is your return policy for international orders?

Kindly refer to our returns policy page for detailed information. If you would like to return an order, please visit our international returns portal and follow the return process detailed there.

SHIPPING (USA)

FREE SHIPPING ON ORDERS OVER $150:

Enjoy quick & free domestic shipping on orders over $150.

ORDERS UNDER $150:

Domestic ground shipping is $7 for orders under $150. Orders take between 3-7 business days to reach your door.

2 DAY SHIPPING / NEXT DAY AIR:

In stock orders placed by 11:00 am EST on a business day will most likely ship that same day, however, it is not guaranteed.

RETURNS AND EXCHANGES (USA)

USA RETURN POLICY

  • Orders placed between November 15, 2024, and December 15, 2024, may be returned up until January 15, 2025, for an exchange or a return.
  • Orders placed on or after December 16, 2024, will follow the standard 30-day return window policy.
  • Returns are refunded via store credit in the form of a Mott & Bow gift card, which you will receive by email once your return is processed. Please note that Mott & Bow gift cards have no expiration date. Additionally, please keep in mind that we cannot refund shipping costs.

RETURN PROCEDURE:

Refunds are processed immediately if dropped off at a Happy Returns location; you should receive your Mott & Bow gift card in your inbox a maximum of five business days after drop off. For mail-in returns using prepaid labels, you can expect your refund to be processed within 15 business days, starting from the day we receive the package back at our facility. There is a $9 processing fee per return (not per item) for mail-in returns, and a $5 processing fee per return (not per item) when done through a Happy Returns location.

USA EXCHANGE POLICY

Please note you may exchange your product only once. If you'd like to exchange your product for a different size, you may do so via our Exchange option. If you'd like to exchange your product for a different fit, style or product, you may do so via our Return Shopping option.

For exchanges:

  • You may drop off your product at a Happy Returns location and your exchange will be processed immediately. You will receive an email with your tracking information.
  • You may also mail-in your product. In that case, please follow the instructions to return with a pre-paid label. We will process and send out your new order within five business days from the date it was requested, and you will receive an email with your tracking information.

INTERNATIONAL ORDERS (NON-US)

  • To place an international order, check the dropdown menu of all the countries we ship to. On desktop, toggle the international flag in the top right corner of the header bar. On mobile, access the menu by pressing the three lines in the top left corner of the header bar, and you'll find the international flag at the bottom.
  • Standard and express shipping options are available: standard shipping takes between 2-10 business days, while express shipping typically delivers in 2-3 business days, but may take up to 8 days in some cases.
  • Prices will vary based on the country selected, with most countries displaying prices in their local currency.
  • For orders placed after 8/5/24: Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear as a separate line item. If they are already included in the product price, there will be a note at checkout clarifying. Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility. It will be noted at checkout for full transparency before you order.
  • For orders placed before 8/5/24: duties and taxes will be determined by the destination country and may vary based on the shipment location and weight of the package. Unfortunately, these charges are beyond our control, as they are managed entirely by the respective government authorities.
  • Mott & Bow, Inc. will not be responsible for any duties, taxes, or customs fees associated with the destination country. The buyer is accountable for any and all fees, taxes, duties collected by the destination country.
  • Mott & Bow's domestic and international checkouts ensure "guaranteed landed cost," meaning the price you see at checkout is the final price of all goods and services. No additional fees will be due upon delivery unless that method is presented and selected.
  • If duties and taxes are charged at checkout, they will appear as a separate line item. If they are already included in the product price, there will be a note at checkout clarifying their inclusion, and they will not appear as a line item.
  • For countries that require duties and taxes to be paid upon delivery (DDU), that will be made clear at checkout, and the customer will be responsible for paying those fees through the carrier's tracking information prior to or upon delivery.

INTERNATIONAL RETURN POLICY (NON-USA)

  • Orders placed between November 15, 2024, and December 15, 2024, may be returned up until January 30, 2025, for a refund issued as a Mott & Bow Gift Card.
  • Orders placed on or after December 16, 2024, will follow the standard 45-day return window policy
  • We will issue a refund via a Mott & Bow Gift Card only after receiving the return. Shipping (round trip) and any other fees (e.g. customs fees, duties & taxes) will be deducted from the refund's total. Items must be returned in pristine conditions (unworn, undamaged, and unwashed). To return an order, kindly initiate the return process through our international returns portal and follow the steps detailed there.
  • Returns need to be sent out within 45 days of ordering to the following address:

    Mott & Bow
    5117 N. Cage Blvd
    Suite 101
    Pharr, TX 78577
  • You'll receive an email notification once we have received your order back in our warehouse. If no discrepancy is found, your refund will be processed within the next 3 business days. We will issue a refund via store credit in the form of a Mott & Bow Gift Card for the price of goods purchased (changes in currency during the return period will not be reimbursed). Unfortunately, we cannot refund shipping costs, processing fees, customs fees, duties or taxes.

DISCLOSURE USA AND NON-USA

  • Minimum purchase amount on offers does not include taxes or shipping costs.
  • If a package is undeliverable because of any incomplete or erroneous destination information, or because the recipient rejects the package or is not present upon delivery, the carrier cost will be billed to the customer.
  • We can't modify, change, or intercept a package to alter a delivery once an order has been placed. Nevertheless, if you see a mistake in your order, email us at help@mottandbow.com as soon as possible, and we will try our very best to accommodate your request.

INTERNATIONAL DISCLOSURE

Orders shipped to the European Union (EU) and the United Kingdom (UK) are granted the mandated 14-day cooling off period for returns from the date of order placement. Additionally, our company policy offers a 45 day return window, as stated above.

INTERNATIONAL USA AND NON-US

  • Minimum purchase amount on offers does not include taxes or shipping costs.
  • If a package is undeliverable due to incomplete or erroneous destination information, the carrier cost of $30 USD will be billed to the customer. Should the customer wish to have the package re-sent, they will only need to pay half of this amount ($15 USD), and we will cover the other half.
  • We can't modify, change, or intercept a package to alter a delivery once an order has been placed. Nevertheless, if you see a mistake in your order, email us at help@mottandbow.com as soon as possible, and we will try our very best to accommodate your request.

DISCREPANCY IN RETURN/EXCHANGE REQUEST DISCLAIMER

If there is a discrepancy in your digital refund or exchange request compared to what we actually receive, our customer experience team will contact you. If you return an item that does not meet our return standards (i.e., it is worn, damaged, or washed), or return a product, and want it back, the cost to send that product back to you is $20 USD.

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