FAQ’s

WHERE IS MOCHARI FROM? PAKISTAN

WHAT DOES MOCHARI MEAN: Mochari is derived from the word mochi meaning a person making something handmade, thus mochari is a way of tribute to skilled Pakistani brethren and the forgotten craftsman whose talents and experience continue to amaze us.

QUICKEST WAYS TO KNOW WHAT YOU WANT:

LIVE CHAT WITH US

CALL US AT +92 322 4009990

VISIT US

INBOX US ON OUR FACEBOOK PAGE

EMAIL US ON MOCHARI.PK@GMAIL.COM

SEE CONTACT US

ORDER

1. How can I place an order?

Once you have chosen your desired article:

Sign in to your online account
When ordering through the product screen you can enter the number of products that you want in the quantity field and click ‘Add to Cart’.
Clicking on the ‘Add to Cart’ button will take you to your Shopping Cart screen where you’ll see a list of the products you’ve selected, the price, quantity, subtotals and grand total.
Once you’ve added all products into your shopping cart, click Proceed to checkout
Enter billing and shipping information
Provide payment information
Review and submit your order
Check the Sales Order Summary

2. How do I complete or check out of an order?

Once your shopping cart has all the items that you wish to purchase, you’ll be asked to enter your billing and payment information.

If you’ve signed in to your already established account, the billing information will already be entered into the billing information screen. If you haven’t signed in, you will be required to enter your Name and Address. Once you’re done entering the required information, put in payment information.
Payment information section lets you select how you’d like to make your payment. For more information on the different types of payment options and their requirements visit the Payment Policy
The final step in completing your online shopping is to click on ‘Place Order’. Once you place your order, you’ll receive an Order Confirmation Email including Items Purchased, Order Number and other details.
You will also be receiving a call from us for final confirmation.

3. I did not receive any Order Confirmation Email, what does that mean?

You should receive this email within one hour of placing your order. If you do not get your order summary within one hour, check your junk/spam folder. If you still haven’t received it, regardless, your order has been placed with us. You should call our customer support number to confirm.

4. When I place an item to my shopping bag, is the item reserved for me?

Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may have purchased the item.

5. How will I know that you have received my order?

Once your order has been logged, you will receive an email containing the details of your order. In this mail, you will be provided with a unique Order ID, listing and price of the item(s) you have ordered and the expected delivery time. However, the order would be shipped only when payment verification is complete (in case of online payments) or telephonic verification of shipping address has been carried out (in case of Cash on Delivery).

6. How can I check the status of my order?

You can visit the Track My Order to check your current order status.

7. What different order statuses can I face?

On placing of order while awaiting payment– Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.
On Payment confirmation: Payment Authorized, Order Processing: Authorization has been received from the payment gateway and your order is being processed.
Order dispatched from warehouse: Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery.
Order complete: Shipment received and transaction completed.
Order Cancelled: The order was canceled.

8. What is the difference between Guest checkout and shopping through a registered account?

In the registered account, your billing and shipping information will automatically be put in your order. Furthermore, in order history, you’ll have all the information regarding your previous orders and current order with their order statuses. However, in guest checkout, every time you place an order with us, you’ll have to put in your billing and shipping information. Furthermore, you won’t have access to your order status, you’ll have to call or email customer support to inquire about your order status.

9. What is the difference between the Order ID and Tracking ID?

Order ID is your unique order number which is given to you in the Order Confirmation Email on placing your order. A tracking ID is sent to you when the order is dispatched.

P.S. Keep in mind, to track your order and its delivery status, you will use your Tracking ID to log on to Blue-Ex/TCS or DHL/SkyNet website, not the Order ID.

10. Can I cancel my order?

You can cancel your order before the item is shipped.

11. Can I add items to the existing order or make changes to an order?

Unfortunately, it is not possible to combine orders or add items to an existing order once the order has been processed. We don’t accommodate any changes to the order. We suggest that the customer cancels the order within 24 hours of placing the order and places a new order.

PAYMENTS

12. How shall I make a payment?

Following are the payment options available for your convenience:

Cash On Delivery (for Pakistan orders only)
Online payment (Visa Debit/Credit, Master Debit/Credit,)
Bank Transfer
WesternUnion

13. Is it safe to use my credit/debit card to make payments?

Yes. All payment information submitted by our customers is kept confidential. All Credit Card and Debit Card payments are processed over a secure encrypted connection, with the highest level of security and confidentiality. Only authorized personnel have the right to access this information.

14. What should I do if my payment fails?

In case of a payment failure, make sure the Information passed on to payment gateway is accurate i.e. account details, billing address etc. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us on mochari.pk@gmail.comor give us a call on +92 322 4009990 with your order number for any clarification.

15. How do I pay Cash on Delivery (COD)?

You can pay through Cash on Delivery (COD-Within Pakistan Only). Once all the items you wish to purchase have been added to your cart, follow the steps below to pay with COD:

Place order as prescribed in ‘How to place an order’.
In the Payment Information form, select ‘Cash on Delivery’
On delivery of the product, you’ll be asked for the required amount in cash a receipt will be provided along with your purchase.

16. In how many destinations is COD service available?

The COD service is available all over Pakistan. COD is not available internationally.

EXCHANGES

17. What if the shoe size I ordered does not fit me/item is defected?

If your order fulfills the exchange policy (See Return & Exchanges) it will be exchanged. Just email us on mochari.pk@gmail.com or contact us on +92 322 4009990 with your order number.

18. Will I have to send you the exchange item back?

No. Once you’ve informed us we’ll send the rider with the other pair and you will have to exchange with him. Delivery charges will apply in case of shoe size exchange

19. How long will an exchange take to process?

All exchanges are processed within 3-4 working days. Any delay will be informed to the customer.

20. What if the shoe I needed to exchange in size is finished or out of stock?

In this case, you will be given the option of exchanging it with any other item worth the same price on mochari.pk.

SHIPPING

21. Do you ship outside Pakistan?

Yes, we ship worldwide

22. What is the delivery time?

For Delivery Within Pakistan: 3-4 Working Days

For International Delivery: 8-10 Working Days

23. What are the delivery charges for local and international orders?

Please See Shipping & Handling

24. How do I check the delivery status?

Please See Track My Order

PRODUCT CARE

25. How do I clean the shoes?

Wipe with a damp cloth to clean-Please use slightly damp, soft cloth to clean your shoes. Do not use any chemicals or liquid contain chemicals in the cleaning process.

26. Is there a difference between handmade and other shoes?

Yes, handmade shoes are made, stitched, cut, sewed all by hand and need to be worn with a little extra care as compared to machine made and other shoes. And there will be a visible difference in the making and finishing of the two kinds.

SIZING

27. How do I calculate my shoe size?

By size chart is given with every article/design

28. I cannot calculate my size?

Call us at +92 3224009990 and we’ll help you out

29. My feet are broad, what size should I order?

If you’re shopping with us for the first time then we recommend a size plus for broad feet in categories like boots, ankle boots, kolapuris only as these are in a narrow fitting. In the rest of the articles, you may go for the usual size you buy from elsewhere

30. Can I order a size above the largest shown on Mochari website?

Yes, you can, we make size up till size 45. See Customisation & Repairs.

31. Will my size be the same for every kind of Mochari shoes?

Yes, but if feet broad then we’d recommend you go for a size plus in all boots and kolapuri style shoes than the one you buy in others. For example, if you have previously bought a Mochari size 10 in Peshawari chappal and your feet are broad then go for a size 11 in boots.

SHOULD YOU NEED MORE INFORMATION ON A SPECIFIC ISSUE, LET US KNOW VIA BELOW AND WE WILL GLADLY ASSIST YOU.