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: 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_HU/payments.

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_HU/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. 

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). 

The Italian Motivi website only delivers to Italy. 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). 

Yes. When your parcel is handed to the courier, DHL will send you an email with the link to track your order or you can use the “On demand delivery” service to choose your desired delivery method.

Here are the available delivery options:

• Reschedule the delivery: you can change the delivery date of the shipment if the one initially scheduled does not meet your needs (up to 7 calendar days).
• Collect from a DHL Point: you can indicate a DHL point as the delivery address and pick up your parcel at the desired time.
• Alternative address: you can specify an alternative delivery address anywhere in the destination country of the shipment.
• Deliver to a neighbour: if you are not at home, you can authorise the courier to deliver the parcel to a neighbour specified by you.

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.

You can contact the courier directly within 7 days from when the notice was left to ask for free re-delivery of your parcel. 
After this time (if you have not requested delivery or another delivery attempt was not successful), the parcel is returned to our warehouse and the order is cancelled.

If you placed the order as a registered user, you can check its status under the “My orders” section in your account.

In any case, when the order is handed to the courier, you receive an email from DHL with the links to check the route of your parcel, from picking up to delivery or use the “On demand delivery” service to choose your desired delivery method.

If you have not received the shipment confirmation email, check your spam folder and/or check the order status on the “Track your order” page. To do so, enter your order number and email address and confirm to continue.

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

With “on demand delivery”, you can choose the desired delivery method after receiving the confirmation email from DHL notifying that your parcel has been picked up.

Here are the main delivery options available:

• Reschedule the delivery: you can change the delivery date of the shipment if the one initially scheduled does not meet your needs (up to 7 calendar days).
• Collect from a DHL Point: you can indicate a DHL point as the delivery address and pick up your parcel at the desired time.
• Alternative address: you can specify an alternative delivery address anywhere in the destination country of the shipment.
• Deliver to a neighbour: if you are not at home, you can authorise the courier to deliver the parcel to a neighbour specified by you.

First of all, check the website for the delivery times of purchases.

If your order is late compared to standard times, check the status under the “My orders” section on your online account.

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 – these products are marked in the basket with “Longer delivery” – it might take up to 6 working days to prepare your order.
• If however you did not buy any item marked “Longer delivery”, 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. Parcel delivery normally takes 1-2 days. 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. Check your email address to find the email our Customer Service sent to inform you of the cancellation and reasons.

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.

Order preparation
Normally, orders received from Monday to Friday (except 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 (take this into account when calculating the delivery time). At some times of year (sales and special offers), order preparation might be subject to delays due to the high online shopping traffic.
If your order contains at least one item not immediately available in stock, which you recognise in the basket as it is marked with “Longer delivery”, the entire order preparation time goes up to 4-6 days.

Order dispatch
motivi.com undertakes to perform delivery in 1-2 working days from order pick-up by the courier. Deliveries are made Monday to Friday (except public holidays) during normal business hours (9am to 7pm). 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 manage the return process and the refund request.

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.

Of course. Read the instructions inside the parcel or go to the “Returns and Refunds” page to find out how to return an item.

Yes. Read the instructions in the parcel or go to the “Returns and Refunds” page to find out how to return an item.

You can return an item by courier.  Returns are always free if you use the prepaid return label you found in the parcel for shipping. You have up to 14 days from delivery of the order to return an item. Read the instructions in the parcel or go to the “Returns and Refunds” page to find out how to return an item.

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.

No. All the products you don’t wish to keep must be returned together.

You can return products purchased online, free of charge, within 14 days after receipt of the parcel.

Nothing. Returns are always free if you use the prepaid return label you found in the parcel for shipping.

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).

Shipping is always free for 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.

No, at the moment products purchased online can only be returned by courier.

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

Refunds are made by crediting the amount back on your credit card or PayPal account, depending on the method used for the purchase. 

It normally takes 7-10 working days from acceptance of the return to process the refund and credit it (the time depends on your bank or credit institution, and in some cases it might take longer).

Once the return has been accepted, we will send you a confirmation email.
It normally takes 7-10 working days from acceptance of the return to process the refund and credit it (the time depends on your bank or credit institution, and in some cases it might take longer).

Refunds are made by crediting the amount back on your credit card or PayPal account, depending on the method used for the purchase.

Yes, if you would like to change an item you can go to a Motivi store. Remember to take the printout of the order confirmation email or the delivery confirmation email. You have 14 days from receipt of the parcel to change your item. 

Please note that you cannot change one or more products purchased online via the return by courier request.

Signing up on the website is quick and easy.

Go to the registration page and enter the data required. Then confirm to continue and complete the registration.

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.