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FAQ's

What is the status of my order ?

Orders typically take 1-3 business days to process in our warehouse. Once your order has shipped, you will receive a confirmation email to the email address you have provided at check out.

How long does shipping take?

Shipping is by Express from Bali and usually takes between 6-15 business days. Packages come with a tracking number and can be tracked here.

Postage is calculated at check out, depending on country and weight.

I can not find my country on the check out page?

Apologies for the inconvenience, just send us a message at info@moosstrawbags.com and we will add your country to the system.

What is your return policy?

Customer service is everything for us so please contact us as soon as possible after you have received your item(s) at info@moosstrawbags.com.

We accept refunds and exchanges within 14 days on items purchased full price. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Customer is responsible for postage costs incurred.

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalised orders
  • Items on sale

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

What if my item arrived damaged?

We do our utmost best to send you the goods in pristine condition. If however something arrived in a damaged condition, please contact us with photos and your order number at info@moosstrawbags.com. We will sent a replacement to you as soon as possible.

Why does the colour of my bag look different than the photo on your website?

All straw bags and accessories are handmade from natural straw fibers. The age of the palm leaves makes it easier or harder for the paint to attach itself hence the possibility of a slight variation in colour. This is what makes each and every bag unique.

Why is the size not exactly the same as mentioned on your website?

All straw bags are handwoven and not made by machines, so there may be some slight variations in size. 

Wholesale

Please email us at info@moosstrawbags.com for any wholesale enquiries.

Privacy

I will only use your shipping and billing address, and contact information

  • To communicate with you about your order

  • To fulfill your order

  • For legal reasons (like paying taxes)