FAQ - Frequently asked questions

How do I register on the site?

To create an account click on “My Account” and then “Sign In”. If you are already registered, simply click on “Sign in” and enter the email address and password you chose when you registered.

Have you forgotten your password? Click on “Forget your password” and we will send you an email to create a new one.

If you are a new customer, you will need to register. 

Click on “Create an account” and enter your details, including your first name, last name, email address and create a password to access your account.

To complete your registration click on “Send.”

How do I order a product?

After choosing the product, select the size by clicking on “Size” and then “Add to cart.” 

Add other products in the same way or enter the discount code and click on “Complete order.”

If you are a registered user, sign in by entering your username and password, otherwise proceed to checkout as a guest or register.

Confirm or enter your billing address. Choose whether to deliver the order to the same address or a different one.

Choose your shipping method: express courier or store pickup.

Choose your payment method.

At this point, you will be directed to the final page containing a summary of the products ordered and the total amount.

To conclude your order, click on “Place Order.”

You will now receive a confirmation email at the address indicated. If you do not see it, please check your spam folder. You can also check all the details of your order by logging into your account.

How can I cancel my order?

To cancel or modify an order, send an email to shop@mottafashionplace.com, indicating the order number to which you wish to apply the changes.

Are the products original?

The products on sale at Mottafashionplace are 100% original.

We only work with authorised suppliers and agents. We have a physical shop in Lissone (MB) which has been open for forty years, and we work with many companies that continue to place their trust in us, year after year.

The products on sale are not manipulated by Mottafashionplace in any way, and are shipped with labels and any original packaging.

Certificates of origin are also sent if available.

All items purchased on Mottafashionplace have a two-year warranty for defects unless they have been modified by the customer.

How do I subscribe to the newsletter?

Our Newsletter keeps you informed by email about new trends and our latest offers!

Subscribe to the Newsletter by entering your email address in the field provided, whether you are a registered user or do not have an account on mottafashionplace.com

When you sign up, you will receive a 15% discount code to use on items that are not on sale or on promotion.

What should I do if I have forgotten my password?

If you do not remember your password, click on “Forgotten your password?” when you log in and you will receive an email to create a new one.

How do I change my details?

Log in and click on "My Account.” You will be able to change your account details, such as first name, last name, email address, etc.

What payment methods can I use?

You can pay for your orders by credit card, PayPal, bank transfer or cash on delivery (only for Italy, with an additional charge of € 5). If you require an invoice, please send an email to shop@mottafashionplace.com with all the necessary details.

What is 3D Secure when paying by Credit Card?

For any order placed after 1 January 2021, the system may ask you to authenticate your credit card payment using the 3D Secure protocol which will be customised depending on the type of card you are paying with (e.g. Visa Secure, Mastercard Identity Check or American Express Safekey). This protocol provides an additional layer of security to online transactions, protecting them from the risk of fraud.

What do I have to do?

If you haven't already done so, you need to register your credit card for the 3D Secure service. Go to 3D Secure section on your bank's website to find out how to activate the service.

If you have already registered your card for the 3D Secure Service or have already used this function for your purchases, you do not need to register again. However, some banks may have changed the activation process to offer an even better payment experience or may have introduced smartphone applications specifically for 3D Secure. Contact your bank for more information.

To make your online payments easy and even more secure, we recommend that you activate 3D Secure before your next online order.

Is it possible to pay on delivery?

Only for shipment to Italy, you can pay for your order on delivery. This type of payment has an additional cost of € 5 and it's only for orders up to 500€.

How much does shipping cost?

In Italy, shipping is free for orders of at least € 200, otherwise it's € 5 per order.

During special promotions, shipping costs may be subject to change.

European Union countries: € 25.00

Non-EU countries: € 25.00

Rest of the World: € 45.00 (it is not possible to ship to Ucraina and Russia)

In case of delivery to non-EU countries, customs duties and taxes are not included in the purchase price and are to be paid by the Customer at the time of delivery Possible customs detentions may extend the delivery time.

Shipping costs are calculated based on packages with a volumetric weight of up to 10 kg. If the package is heavier, additional charges may apply.

Where is my order?

As soon as the shipment is created, you will receive an email from the courier company with the tracking code. This will allow you to follow the status of your shipment.

What are the shipping times?

Shipments are processed within 48 working hours of the order being placed and payment being received. Shipment is made by DHL courier and deliveries are from Monday to Friday, 9:00 a.m. to 6:00 p.m., excluding holidays. Estimated delivery time is 1-2 working days from the time of collection by the courier. The delivery time for foreign countries is approximately 4-5 working days.

Can I pick up my order in store?

The “store pick-up” shipping method is always free of charge. We will send you an email to confirm that your order is ready to pick up at the store during opening hours.

The item delivered has a defect, what should I do?

We check the items before shipping, but sometimes a defect can be missed, or appear later. If you receive a defective or faulty item, you can make a complaint by sending an email to shop@mottafashionplace.com describing the problem and attaching any photos as evidence.

Can I return an item I don't like or that doesn't fit?

If you wish to return all or part of an order, please send an email to shop@mottafashionplace.com specifying the order number and the item you wish to return (in the case of an order with several items), within 14 days of receipt of the order (the courier's tracking code will be used as proof). You will then receive an authorisation to return the item. For Italy: you can either use a courier of your choice or ask us to collect the product. In the latter case, € 10 will be deducted from your refund for the return shipping costs. Delivery charges for the return of goods from foreign countries shall be borned by the customer. The package must be carefully packed and returned within 14 days of receipt of the authorisation. We remind you that if you paid your order with PayPal you can request a refund of the expenses incurred for the return. For further details visit https://www.paypal.com/it/webapps/mpp/refunded-returns.

I ordered the wrong size, can I change it?

You can request to change the size of the item purchased within 14 days of its receipt, by sending an email to shop@mottafashionplace.com, indicating the order number, item and size requested. You will be informed whether the size requested is available and on how to proceed with the exchange. The first change size is free for Italy, any others change or return shall be borned by the customer. From foreign countries, any change size shall be borned by the customer, using his own courier.

When will I receive my refund?

Refunds for returns will be made within 14 days of receipt of the return and after checking the returned item. The refund method is the same as the method used for the payment. In the case of cash on delivery payments, you will be asked to indicate the bank details to proceed with the transfer. Refunds will be made based on the value of the item purchased, therefore any cash on delivery or shipping costs will not be refunded.

How can I receive an invoice for my purchase?

Once your order has been completed, we will send you a confirmation email of the purchase order, containing a summary of the information relating to the main features of the product and detailed information on the price, payment terms and delivery costs. This confirmation is a valid document for tax purposes (similar to a receipt). If you need an invoice, please send an email with all the necessary information to shop@mottafashionplace.com at the same time as your order. We will not accept any invoice requests after the month of the order.