Order, Delivery, Product FAQs
What is the shipping fee locally in Singapore?
For local orders in Singapore, courier delivery is $3.8 flat rate.
When can i receive my order after making the payment?
Orders will be dispatched within 1-2 working days. Local courier delivery in Singapore takes 1-3 working days. For international deliveries, please check international delivery below.
For orders with name personalisation, we require additional 5 working days.
During sale and festive seasons, do take note that there may be a delay in deliveries.
*Kindly note that courier driver attempts 3 times delivery in total. Thereafter, it will be returned back to us. Once it is returned to us, you will need to pay for additional processing and courier fee (total of S$7) to redeliver. Alternatively, you may opt to self collect or pickup at our warehouse office.
How do I track my delivery?
We send email notification to you upon dispatch of your order parcel with your tracking number and tracking URL which allows you to track your parcel status. Please kindly check your spam mail box if you have not received your shipping tracking email, as sometimes our mail gets in there! Kindly mark us as "Not Spam" so you may receive timely updates from us. If you still do not find it, let us know and we will resend.
What if my delivery address is incomplete?
Oh dear! Kindly email us with your order number and send us the complete address within the next 4 hours. We will be able to change the address before the order is being processed. If the order is processed, we will need to wait for the items to be returned before we can make the re-delivery. There is also charge of $5 for redelivery. Please put the subject title as
Can I do self collection?
Yes, you may opt for self collection. The self collection point is at 50 Kallang Pudding Road (about 10mins walk from Mattar MRT) on Friday 5-9pm. You can use the SELFCOLLECT coupon code at checkout and kindly add in the collection date under "Notes to seller" on cart page in your order. Self collection details will be sent to you after your order has been received.
What if I need my parcel urgently?
Please contact us at hello@moriofficial.com to check and arrange if possible for you to do Grab/Lalamove pickup.
Do you ship internationally?
Yes we do! We love that our creations are going places!
Our order processing takes 1-2 working days.
International shipping rates and estimated time:
Malaysia: SGD6 (~MYR19) for ~2 items (up to 1kg), SGD15 (~MYR45) for ~4-5 items. Takes about 3-5 working days. Please note that you will be charged import tax when your total value of items exceed MYR500.
Australia, Hong Kong, South Korea, China, Taiwan, Indonesia, Thailand, Japan, United Kingdom: USD6 for 1 organiser/planner, USD8 for 1 pursebook/dual zip sling bag, takes 6-8 working days
USA, Netherlands, France, Germany, Canada, UAE: USD8 for 1 organiser/planner, USD11 for 1 pursebook/dual zip sling bag, takes 7-15 working days
*Actual rates calculated at checkout
We dispatch from Singapore- please do take note of any import customs duties, foreign taxes or other fees that may be imposed, which you will have to pay.
How do I track my delivery?
We send email notification to you upon dispatch of your order parcel with your tracking number and tracking URL which allows you to track your parcel status.
I have just made a purchase and accidentally ordered the wrong item or design?
If this happens, quickly email us with your order number within 2 hours of your order being placed to ensure that we are aware of the changes. We will do our utmost best to accommodate the changes. However, if the order has been processed, we seek your understanding that we will be unable to make the changes for you!
Am I able to stack discounts?
Our coupon codes are not stackable unless stated otherwise. ;-)
How can I make a bulk order on your products (Wedding , Birthday Party, Corporate)?
Kindly email our team and we will get back to you within 1-2 working days.
If the product is out of stock can I place a Backorder or be on waiting list?
We try to put up our OOS designs on Backorder because we know how much you love them! However, if due to materials or production issues the product is not on backorder on our site, you may email us on the item that you would like to purchase and we will update you if there will be future replenishments.
I did not receive my parcel! What can I do?
Please write to us at hello@moriofficial.com with your order number. If your tracking status shows delivered but you did not receive it, do check if you have missed calls/messages from courier driver and if it was received by a family member/others in the house. Otherwise, write to us and we will check with courier for you.
Please note that courier driver attempts 3 times delivery in total. Thereafter, it will be returned back to us. Once it is returned to us, you will need to pay for additional processing and courier fee (total of S$7) to redeliver. Alternatively, you may opt to self collect or pickup at our warehouse office.
Why is there size or colour difference in my actual product received?
Please note that our bags and pouches are handmade- kindly allow slight size difference of 0.25 inches.
For colour- we try our very best to best represent the colours on our plain background product photos on each of our product page. We also use product titles to best describe the colour. However, some colours of our materials such as greyish-green colour for our water-resistant fabric appears a little different under different lighting (indoor lighting - warm/cool and outdoor natural lighting). We thought the colour's cool like that too, and it has become one of our best-selling colour to match with in many designs!
However, if you still find it not to your liking, our exchange policy allows you to exchange for a new item within 3 days of receipt of your order. Email us at hello@moriofficial.com for us to assist you! :)
I have a change in mind, can I return or exchange?
We understand sometimes you may have a change in mind and while we do not accept returns, we accept exchanges (top-up required for exchange items that are more expensive) within 3 days of receipt of items! ☺
To make an exchange, reach out to us with your Order Number, Item(s) that you wish to exchange. All returned items should be sent in their original condition and packaging and you will have to arrange for delivery of return of items back to us at your own cost (with tracking). There is a flat shipping fee of SGD7 for exchanges in Singapore, and ~USD15 for other international markets. Upon receiving of your items, we will take 2 working days to process delivery of new items and courier delivery time depends on your country destination (check order delivery sections for time needed above).
There’s something wrong with the product I received!
We provide continual training with our Mori moms for sewing skills and quality checks to ensure quality for our creations.However, if you find any defects in product, please take a photo and send to us to our email at hello@moriofficial within 2 working days upon receiving products, and we will work with you from there.While being a social enterprise, we take feedback seriously as part of the improvement process to ensure quality work by Mori moms. Kindly note that our products are handmade.
When can I receive my order if I need name personalisation?
We need additional 5 working days to complete your name personalisation. They are lovingly done by a local mother in Singapore. Please note the order processing time of 1-2 working days, and courier delivery lead time of 1-3 working days in Singapore. For international delivery times, please see above under International.
How are the name personalisations done?
They are done using iron-on vinyl by a local mother at home (hire referred by Fei Yue Family Service Centre) for supplementary income.
Can I see how the name personalisation will look like?
You may refer to this link for examples. Here's also a photo of how name personalisation looks like on our creations! The alphabets are in uppercase and font type is standardised.
How long is the phone bag strap?
The maximum length of the strap is 54 inches. If you clip on the hooks, the drop length max is 27 inches.
What type of phone model can fit the front pocket?
Please check our bag measurements against your phone measurements.
The pouch body size is 7.5 X 5inches. Front external pocket size is 4.7 X 4.9 inches.
Please click this link for more information.
Can I purchase an extra bag strap? Yes, you can, subject to availability! Kindly email us to enquire.
Mori Customer Service Team is dedicated to reply to all your questions within 2 working days. Thank you for your support towards Mori!