Frequently Asked Questions

General

Are you a real legitimate company?

Motif Official is a legitimate online retail platform under Motif Group Co., Ltd., registered in Thailand.

How do I make an order?

To make an order simply click on add to cart. You then either have the option to proceed to checkout for payment and delivery options, or the option to continue shopping, where you can continue to browse the Motif Official site for more nifty pieces.

Is it possible to pre-order out of stock items?

Yes, you are able to reserve out of stock items and these will be posted as soon as they become available. We will email you the details and expected delivery date if you choose to do so. Please note however that payment for such an order is expected on the date of order. If you order multiple items and some are in stock these will be posted to you first.

Do you have any physical store locations?

We now have a store at 2nd Floor Zen @ Central World in Bangkok, starting on the 6th of August 2015. Make sure you check out the hashtag #MotifCentralworld to find out what pieces are stocked there!

Account / Lookbook

How do I register for an account with Motif Official?

To register for an account is easy. From any page on Motif Official please go to the register tab in the top right. You will be taken to a new page where you are asked for an email and password. That’s all we ask! From your account dashboard you are then able to add more details such as delivery addresses and payment options.

What are the benefits of having an account with Motif Official?

There are several benefits to having an account with us. Firstly it will save you time when checking out and you will be able to earn redemption points every time you shop with us. Also if you leave use your birthday you may receive a special surprise from every time it comes around!

How can I sign up for the Motif Official newsletter?

In the bottom right corner click on the "stay in the know" tab and insert your email address. Alternatively you can sign up from your account dashboard if you register an account with us. 

What is the Motif Official Lookbook?

The Motif Official lookbook page is a place to share fashion inspiration. You are invited to post a picture of your outfit (this can be a fool body picture, or focused on a specific piece) so others can be inspired by your mix and matching. These do not necessarily have to be pieces purchased from Motif Official and we encourage you to bring out your personal flair. Along with inspiring others, the best outfit of the month will be rewarded with extra redemption points to spend in the Motif Official store!

Payments/ Orders

How do I make a payment?

If products have been added to your cart, please click on the “proceed to checkout” tab in the top right corner. You will then be taken to the payment page, where you will be asked to enter your billing address and payment information.

 How can I pay? 

We accept visa and master card along with payments via PayPal. All payments are processed through a secure system provided by 2C2P (Thailand) Co., Ltd. Counterservices at Tesco Lotus, Big C and Thailand post via internet banking are  also available in Thailand only.

Is online payment secure?

Our online payment system is operated by 2C2P (Thailand) Co., Ltd. They adhere to the highest standards of security, in line with the latest worldwide security technology. Please click here for a link to their site and information on their security protocols.

Do you accept payment in my currency?

When ordering from Motif Official your currency will be automatically chosen depending on your location. Currently we offer the following currencies.

Thailand – THB

Singapore – SGD

Hong Kong – HKD

Australia – AUD

Korea Republic – KRW

Japan – JPY

Europe – EUR

United Kingdom – GBP

United States – USD

If your local currency is not in the above list you will be billed in USD.

If I have made a mistake, can I change my order?

If you wish to update an order please email us at contact@motifofficial.com. However if your order has already been shipped we will not be liable for delivery mistakes in your chosen delivery address. If you wish to exchange a purchase please see “How do I exchange an item” below. Please note order changes are subject to stock availability and Motif Official makes no guarantee of changes.

If Motif Official has made a mistake with my order what do I do?

If we have made a mistake with your order please email us at contact@motifofficial.com and please ship back any mistaken items to us. We will be responsible for any postage charges incurred. Once we receive the item we will then post the correct item back to you.

Can I make an exchange or get a refund on my order?

Motif Official only offers refunds in the form of store credit. If you would prefer a cash refund please contact us and we will arnage for a refund via PayPal.  

How do I exchange an item?

When your order from Motif Official arrives you will find a return form enclosed with your invoice. Please complete this form and enclose with any items you wish to return to us and post to:

Motif Official (Returns)

41/100 Nantawan Pinklao Sathorn,

Taling Chan, Bangkok,

Thailand 10170

 

Once we receive the returned item we will update your account with store credit of the amount paid for the returned item. We will email you to confirm this has occurred.

 


Delivery

 

How much is delivery? (Thai domestic)

Delivery within Thailand is free by Thailand Post.

How much is international delivery?

We offer free international delivery on all orders. This option covers economy airmail from Thailand Post, with tracking. If you wish to use an express service this is available at an additional cost. Please click here for region specific pricing.

How long will delivery take?

Domestic delivery will usually take 1-3 working days. For international delivery this varies by region and type of delivery service. Please click here for estimates on delivery. We will also provide you with an estimated arrivale date on your shipping confirmation email, once we have shiped your order.

 How can I track my order?

 Once we have shipped your order we will provide you with a tracking number and the web address where this can be inputted to check the status of your order.

 It has been weeks since my order and my parcel has not arrived. What should I do?

Please contact us at contact@motifofficial.com with your invoice number and your postal tracking number. We will do our very best to trace your order. We may provide compensation depending on the specific situation, but make no guarantees of this. We take no responsibility or liability for the failure of third party postal services

Does my parcel require a signature?

As packages are sent using a tracking service this will usually mean that on delivery you will be asked for a signature.

Will I have to pay duties and taxes on my order?

This is dependent on your country of residence and whether or not it is in a DDP (Delivery Duty Paid) region or not. If you are in a DDU (Delivery Duty Unpaid) country you will be responsible for all import duties and related taxes to release your parcel from customs. 

Questions and Feedback

If you have any other questions please feel free to ask us at contact@motifofficial.com