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.