FAQ

You can find your favourite products either by browsing the pages of the website or by using the search engine (enter the product name or number to look for it). 

 
To find the articles more easily, we suggest you use the filters on our website. 

You can select the desired category directly from the main menu: 

• from a desktop/PC, at the top of the screen under the logo 

• from a mobile phone, in the top left hand side corner, where you can see the three horizontal lines 

 In every category, you can filter further by: 

• colour 

• material 

• price 

• sub-category 

• size 

Once you find it, add the product to your basket (if you would like to buy it) or to your wish-list (if you would rather buy it or view it later). 

In the basket you can: 

• change the quantity of each product, add it to the wish-list or delete it; 

• enter a code for a discount or offer; 

• check the total amount of your order before you continue and complete the purchase. 

No. You can place orders on the motivi.com website either as a registered user or as a guest user. 
By registering on the website you can: collect points and loyalty credit, thanks to the loyalty scheme, place and manage your orders more easily and quickly, receive updates and newsletters on news and offers. 

You can choose to pay with: credit or debit card (Mastercard, Visa, Maestro, Visa Electron and PostePay), PayPal, cash on delivery (not available for in-store delivery and for orders over €499), Klarna and Gift Card. For more information on each of these payment methods, please visit the page dedicated to payments: https://www.motivi.com/en_BE/payments.

Order management is free for all payment methods, except for cash on delivery, which costs €3.90. 

It depends on the payment method. 

Credit or debit card: the amount of your order will be charged only when we ship the articles. At the same time, you will receive an e-mail to notify you that your product has been shipped. When completing your order, the amount is authorised exclusively on the payment method, and if your order is cancelled - in whole or in part - the amount will not be charged. 

PayPal and Gift Card: the amount is charged upon completion of the order. 

Klarna: the amount is broken up in 3 instalments in accordance with the regulation  

Cash on delivery: the payment is made directly on delivery, by cash. Please remember that the amount must be exact, otherwise the delivery is not successful. 

For more information, please see the page dedicated to payments here: https://www.motivi.com/en_BE/payments.

Yes. The two addresses (delivery and billing) may differ. 
To use two different addresses, uncheck “The billing address is the same as the delivery address” and enter the new address. 

Order with home delivery: we normally send three e-mails about the order: an order confirmation e-mail (that you receive right after completing your online purchase), a shipping confirmation order (sent by the express courier directly to you when they pick up your parcel for delivery), and an e-mail to confirm the parcel has been delivered. 

Order with in-store delivery: we normally send three e-mails about the order: an order confirmation e-mail (that you will receive right after completing your online purchase), an e-mail confirming that the order is ready for pick-up, and the e-mail confirming the delivery of the parcel. 

Cancelled order: in case the order is cancelled either by you (possible within 30 minutes from the completion of the online purchase) or due to some or all articles of your order being out of stock. 

Return request: we usually send three e-mails: the first confirming the return request, the second approving the return. 

Ensure the order confirmation e-mail is not in your spam folder. If that is not the case, if you placed the order as a registered customer, you can check it in the purchase history available in your MyAccount. Alternatively, our Customer Service will be happy to help you. 

There are two ways to check the status of your order. 

Purchase as a registered customer: go to your online personal profile (MyAccount) and go to the section “Purchase history”. 

Purchase as a guest user: go to the “Track your order” page and enter the order number and e-mail address or invoicing postcode to continue. 

Perhaps you completed the order without logging into your personal online profile (MyAccount). 
In any case, you can still check your order status by going to the “Track your order” page and entering your order number and e-mail address or invoicing postcode. 

Alternatively, our Customer Service will be happy to help you. 

There are various reasons why an online order might be cancelled. For instance: products are out of stock and no longer available, the payment was not successful or not accepted, the delivery address was not valid or is not served by our courier. 

Please note: if your order (or part of it) is cancelled, the price of the products that will not be shipped is deducted in case of payment with credit card or refunded in case of payment with PayPal, Klarna and Gift Card. 

No. Once an order has been completed, it can no longer be changed. However, you can cancel an order up to 60 minutes after completing it (that is, when its status is still “created”). 

Yes. An order can still be cancelled up to 60 minutes after completing it (that is, when its status is still “In process”). 
Find out how. 

Registered user: log onto your personal online profile (MyAccount) and, in the “Purchase history” section, click on the “Order details” link of the purchase you wish to cancel. Then follow the instructions. 

Guest user: go to the “Track your order” page and enter your order number and e-mail address or invoicing postcode to go to your order. Then go to the order detail page and cancel it. 

In-store delivery is free for all online orders. 
Shipping by express courier is free for all orders of €79 or more. In the case of purchases under €79, shipping costs amount to €6.90. 

Free shipping is always available to customers registered in the Loyalty Scheme with the tier Motivi Lover. 

You can choose one shipping option for your orders on motivi.com. 
Shipping to your home by express courier, to receive the parcel directly at your preferred address. 

The overall delivery time is calculated by adding the order preparation time to the shipping time. 

To optimise delivery times, the order may be sent in more than one shipments. 

Preparation time 
If the garments are not immediately available in stock, orders received from Monday to Friday (excluding public holidays) are filled the same day if placed by 1pm or the following working day if placed after 1pm. Orders received on Saturday and Sunday are filled the following Monday. 
If the order contains at least one item of clothing not immediately available in stock, the preparation time is longer, up to 4-6 working days. 

Shipping time 
1-2 working days (3-4 in case of delivery to Basilicata, Calabria, Sicily and Sardinia). Deliveries are made Monday to Friday (except public holidays) during normal business hours (9am to 7pm). Under exceptional circumstances, deliveries may be delayed due to force majeure (e.g. strikes or weather conditions). 

A single order may be fulfilled in more than one shipments with different couriers and you can see the number of shipments in the order details: the articles are grouped together within a frame with the status of the order fulfilment on a black background. 

The Belgian Motivi website only delivers to Belgium. You can change the shipment country by choosing one of the “ship to” options available on the top left hand side (on a desktop) or from the menu (on the mobile phone version). 

No. You can edit the delivery address only during the online purchase and before completing the order. 
An order can still be cancelled up to 60 minutes after completing it (that is, when its status is still “created”).  

Deliveries are made Monday to Friday (except public holidays) during normal business hours (9am to 7pm). If you are not at home at the time of delivery, the courier will leave a notice with the instructions to request a second delivery. 

After this time (if you have not requested delivery or another delivery attempt was not successful), the parcel will be available for free pick-up at your local Post Office. The parcel will remain at your local Post Office for 10 working days, including Saturdays, starting from the first working day following the day on which the shipment arrived at the Post Office. 
Once this time has also elapsed, the parcel will be returned to our warehouse and the order will be cancelled. The refund will be authorised within 7-10 working days from the day on which the parcel reached the warehouse. 

If you placed the order as a registered user, you can check its status under the “Purchase history” section of your personal online profile (MyAccount). 

In any case, when the order is handed to the express courier, you will receive an e-mail directly from the courier to which the delivery has been entrusted, with the link to check the route of your parcel from pick-up to delivery. 
If you have not received the shipment confirmation e-mail, check your spam folder and/or check the order status on the “Track your order” page. To do so, enter your order number and e-mail address or invoicing postcode and confirm to continue. 

When the order is handed to the courier, you will receive an email directly from the courier with the link to check the route of your parcel (from pick-up to delivery). 

Go to our page dedicated to shipments to check the standard delivery times: https://www.motivi.com/en_BE/shipments
If your order is delayed compared to the standard delivery times, check its status in the “Purchase history” section in your personal online profile (Account) or check the order’s status in the page “Track your order”. To do so, enter your order number and e-mail address or the invoicing postcode. Here is what you should do based on the various statuses: 

• Order being prepared: if you purchased at least one item of clothing not immediately available in stock it might take up to 6 working days to prepare your order. Some products might be out of stock or the preparation time might be longer than standard due to a high number of orders being processed, which might happen during a Sale or special offers. We advise you to contact our Customer Service. 

• Order dispatched: your order was handed over to the courier. Normally, delivery of the parcel takes 1-2 days (or 3-4 days in case of shipments to Basilicata, Calabria, Sicily and Sardinia). If your order was shipped earlier, contact our Customer Service. 

• Order delivered: the order has been delivered to the address specified at the time of purchase. If you have not actually received it, contact our Customer Service. 

• Order cancelled: the order has been cancelled. The cancellation may be due to the article being out of stock or to the impossibility to fulfil the order for reasons related to the quality of the article in stock. 

Motivi is committed to meeting the standard preparation and shipping time of orders. However, in some cases there may be delays associated with just one of the 2 steps (preparation and dispatch of the order) or both. 

In preparation: at some times of year (sales and special offers), order preparation might be subject to delays due to the high online shopping traffic. In addition, if your order contains at least one item not immediately available in stock, the entire order preparation time goes up to 4-6 days. 

Ready for shipping: under exceptional circumstances, dispatches may be delayed due to force majeure (e.g. strikes or weather conditions). 

If you placed an order on our online store and you received one or more wrong products, immediately contact our Customer Service. We will help you find a solution. 

Please note that, in most cases, we are obliged to initiate a return and subsequent refund. 

There are many reasons why an order is not dispatched. Some examples: the products are no longer in stock, the payment has not been authorised, the delivery address you specified is not covered by our courier. 

If your parcel is not intact or is damaged, contact our Customer Service. We will investigate the situation with our couriers to find a solution. 

Of course; the articles sold on our website www.motivi.com are covered by the European Legal product Warranty. We suggest you read our page dedicated to “Returns and Refunds” and open a ticket with our Customer Service. 

Yes. Read the instructions inside the original parcel or go to the “Returns and Refunds” page to find out how to return an item: https://www.staging-miroglio-ecommerce.com/motivi/en_BE/returns-and-refunds. 

Read the instructions inside the original parcel or go to the “Returns and Refunds” page to find out how to return an item: https://www.staging-miroglio-ecommerce.com/motivi/en_BE/returns-and-refunds. 

All articles may be returned within 14 days from when you received your total order, but only the first return is free. We therefore advise you to return everything in one go, as the customer must pay for additional return shipments. 

The products must be returned in perfect condition, untampered with, unworn and with the original labels.  

We reserve the right to refuse in-store returns or returns sent to the warehouse late (later than 14 days from activation of the return procedure) or containing garments that are not in the same condition as when they were received. 

To request a return, you must always activate the online procedure that is available within the 24 hours following the parcel’s delivery and for 14 days. 

Since your order may be fulfilled in more than one shipments, please remember that you can only activate the return procedure after you have received the last parcel envisaged for your order (regardless of the delivery date of the previous parcels). 

Online orders may not be exchanged. 

Yes. Put all articles you wish to return in the return parcel for which you opened the request and inform our Customer Service so that it can let the warehouse know that it will be receiving the return parcel and must approve the correct refund. 

Please remember that all articles can be returned within 14 days from when you received your total order, but only the first return is free. For further returns of the same order, you must pay the shipping costs and you must let Customer Service know; we therefore advise you to return everything in one go. 

Usually, you can return products purchased online for free within 14 days from receipt of the parcel, by activating the return procedure as indicated in the instructions found in the “Returns and Refunds” page. 

The return period is exceptionally longer in certain periods. We therefore suggest that you refer to the updates on the page: https://www.staging-miroglio-ecommerce.com/motivi/en_BE/returns-and-refunds. 

Only the first return is free. We therefore advise you to return everything in one go, as the customer must pay for additional return shipments. 

Since your order may be fulfilled in more than one shipments, please remember that you can only activate the return procedure after you have received the last parcel envisaged for your order (regardless of the delivery date of the previous parcels). 

If the full order is returned, any shipping costs incurred at the time of purchase are refunded. If only part of the order is returned, however, the shipping costs are not refunded (if paid). 
The costs for payment by cash on delivery are never refunded. 

Shipping is always free for the first return. We therefore advise you to return everything in one go, as you must pay the shipping costs for additional returns. 

Please note that no orders can be refunded if the return instructions are not followed correctly and/or the items are not intact and in their original conditions. 

Yes. Please read the instructions on the “Returns and Refunds” page: https://www.staging-miroglio-ecommerce.com/motivi/en_BE/returns-and-refunds

No, at the moment a product purchased in a Motivi brand store cannot be returned via the online procedure. 

Refunds are made by credit to the same payment method used during the purchase. If the purchase was made with payment by cash on delivery, the refund will be made by bank transfer. 
Please note: the shop is not authorised to make cash refunds. 

For more information, please go to the “Returns and Refunds” page: https://www.staging-miroglio-ecommerce.com/motivi/en_BE/returns-and-refunds.

No. If you paid by cash on delivery, the refund will be made only by bank transfer once you have shared your IBAN with us. 

The IBAN must be correctly entered when opening the return, otherwise refund times may be longer. 

It is never possible to edit the IBAN entered when opening the return. 

Check the refund times for the payment method you used when making the purchase. You will find all the details in the “Returns and Refunds” page: https://www.staging-miroglio-ecommerce.com/motivi/en_BE/returns-and-refunds

Please take into account the fact that the refund is authorised when the return is accepted: 

• return by express courier: within 7-10 days from when the return parcel reaches the warehouse 

• in-store return: immediately following the delivery at the shop of the returned articles, following authorisation of the sales point personnel.

Goods ordered online may not be exchanged. You must make a return request and possibly make a new order. 

Signing up on motivi.com is quick and easy. 
Click on Login or Register and select the option “register”. If you already have a Motivi loyalty card, select “I have a loyalty card”, otherwise “I don’t have a loyalty card”; then enter the information requested. 

If you don’t remember the number of your loyalty card, ask Customer Service. 

Please remember that in the case of multiple registrations (multiple loyalty cards for the same customer), it is never possible to combine the points and credit of the multiple loyalty cards in a single one. The customer must contact Customer Service and request that the additional loyalty cards be cancelled. 

I have a Motivi loyalty card 
If you have already signed up for the Motivi loyalty scheme, click “I have a loyalty card” and enter the 13-digit number of your Motivi Loyalty Card and the associated surname. Then click the button to proceed. If the data entered are correct, you can complete the registration. 
If you enter a Loyalty Card of another Miroglio Fashion brand, you can’t continue and you must register on the website by selecting the item “I don’t have a Loyalty Card”. You will then be assigned a new Motivi Loyalty Card. 

I don’t have a Motivi Loyalty card 
If you have not signed up for the Motivi loyalty scheme, click “I don’t have a Loyalty card” and enter the data requested to continue. At the end of registration, you will be automatically assigned a new virtual Motivi Loyalty Card. 

Do I take part in the Motivi loyalty scheme if I register on the website? 

Yes. At the end of registration, you will be automatically assigned a virtual Motivi Loyalty Card. If, instead, you have signed up for the Motivi loyalty scheme but have not registered on the website, select the item “I have a Loyalty Card” during registration and follow the instructions to associate the loyalty card you already have to your new personal online profile (Account). 

No, you do not need to be registered to motivi.com to log into your online account. If you haven’t done it yet, sign up now.

You can log into your online account from a computer, by clicking “Login | Register” at the top right, or from a smartphone or tablet by clicking the “stick man” icon at the top right.

If you forgot your password, click “Retrieve password” on the log-in page and follow the instructions to continue.

Log into your online account to manage your details. Here, you can edit your password and privacy settings, update your address list, manage your orders/returns and edit your wish- list.

You can log onto your online personal account from a computer by clicking “Login | Register” at the top right, or from a smartphone or tablet by clicking the “stick man” icon at the top right.

All you need to do is follow a few simple steps to reset the password for your personal online account.

Go to the log-in page, click “Recover password” and enter the email address you used to register to the website. Confirm to continue.

After a few minutes you will receive an email with the link to set your new password.

You can subscribe to the newsletter by following one of the procedures described below.

Registration to the website: when registering on the website, agree to receiving offers and newsletters.

Registered user: if you have already signed up on the website, log into your online account and ensure the “I want to receive the newsletter” box under the “Personal details” section is ticked.

Non-registered user: enter your email address in the specific “Subscribe to our newsletter” box under the fold of the website and click the button on the right to confirm.

If you no longer wish to receive the Motivi newsletter, there are 2 options.

Account (registered user): log into your online account and uncheck the “I want to receive the newsletter” box under the “Personal details” section. Then click “Save changes” to confirm.

Email: open the last newsletter you received, click the “Unsubscribe” link at the top of the email and confirm.

It can take up to a week to process the request. During this time, you might still receive emails from Motivi.

Contact the Customer Service to request deletion of your account online.

Don’t worry, you can contact our Customer Service for any need.