Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
As soon as humanly possible! If the products you ordered are in stock, it will take us 1 to 3 business days to ship them. However, dispatch time may take longer during busy holiday seasons particularly Christmas and New Year time. If your product is out of stock, we will email you asap to let you know how long it will take us to ship your whole parcel. Since most of our products are handmade, each product takes a different time to make and ship. We disclose this information on every product’s additional information tab. If you couldn’t find this information on the product, that means the product is not handmade, and in stock.
You can create your account during checkout or click on the My account link on top right corner of the header section.
After shipment, you will get automatic email with tracking number from [email protected]. If you didn’t receive any email, please check your spam folder, if it’s not in the spam, contact us.
If, for whatever reason, you refuse the customs fee and the parcel is returned to us, a shipping and handling fee may be deducted from your refund. If you’re still unsure on whether you’ll be subject to customs fees, we recommend contacting your local customs office for current charges before you order, so you are not surprised by unexpected costs.
We ship worldwide.
If you need to swap an item
Refunds and Exchanges
A refund will not be made in the case of a personal preference (e.g. “I don’t like the taste”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defected upon arrival. The customer needs to (1) notify us within seven days of the package arrival and (2) provide pictures or a video of the damaged product.
Our QAP (Quality Assurance Policy) is very strict and we would never send a damaged product to you. However, we are aware that sometimes items could get damaged during international transportation process by Post company (Mongol Post, DHL and/or your country’s Post Office). If your item is damaged at that time of receiving your parcel, please let us know asap and we will submit a damage report to Post company, who will launch an official investigation into why, how and by whom your item was damaged.
Ultimately Post company is responsible for investigating your case and for compensating your damaged item if your case is proven eligible. Unfortunately Mongulai.com cannot influence their official investigation nor compensation assessment.
Please contact us within one week of your package arrival. To process your claim, first we will ask you to provide photos or a video of the damaged product, which we might submit to Post Company along with an official damage report.
Second, you’ll need to submit a damage report to Post Company.
Once two damage reports are received by Post Company, they will investigate and inform the sender the result of their investigation. When a compensation payout is received at our store, we’ll ask you to resend the damaged item back to our Mongolia warehouse and upon arrival of the item, a replacement will be dispatched to the address of the customer. Please note that the replacement cannot be sent to a different person or address under no circumstance.
Assistance with your claim won’t be available if:
- Seven days after your package is officially declared “delivered in the online tracking information.
- There is no provision of images of the damaged product upon request.
- The product is not deemed to be damaged or defective after assessing the images provided by you.
- The product has been previously used.
We accept return within 7 days after order delivered.
Unfortunately it is not possible to cancel, add or change anything in your order, including changing payment methods or shipping information of any kind. This is because we reserve your items and start processing your order shortly after you place it.
However, if you have made a mistake or accidentally placed a duplicate order there is a 6-hour window where you can request to cancel your order.
How to receive it in your country
Duties and taxes
Customs fee will depend on each country, some countries don’t take custom fess. Please check the next answers for your country requirements and permits.
All the products listed on our site are GSP eligible to the states. If you buy some of the products in high quantity(>10) you need to check eligibility. Quantities lower than 10 are all duty-free.
Most of the Asian(except china, india) countries don’t have that strict policy as EU. So, If you’re buying for yourself, you don’t need to pay customs fee most of the time. But please ask from your countries customs office about any duty and tax cost.
Our company listed in the REX system of European countries. This system helps designed to lessen the import tax duty on products made from Developing Countries.
The Registered Exporter system (in short, the REX system) is the new system of certification of origin of goods that the European Union is progressively introducing for the purpose of its preferential trade arrangements. It will be first applied in the Generalised System of Preferences (GSP), through which the European Union unilaterally grants tariff preferences to developing countries.
The Generalized System of Preferences (GSP) is a U.S. trade program designed to promote economic growth in the developing world by providing preferential duty-free entry for up to 4,800 products from 129 designated beneficiary countries and territories. GSP was instituted on January 1, 1976, by the Trade Act of 1974.