FAQ

Where are your products made?
Our designs are created in Milano, Italy, and our products are made in Europe—including Italy, Turkey, and Spain.

• Silk scarves: Designed by Italian artists, made in Italy by skilled artisans, with hand-rolled stitching.
• Cashmere: Authentic Italian cashmere of the highest quality.
  We are proud to sell premium products that meet the highest standards of craftsmanship

  Do you prioritize sustainability?
  Yes! Sustainability is at the heart of MOTRATi. We work with factories owned by Italian proprietors who adhere to sustainable practices, ensuring ethical production and minimal environmental impact.

  Are the colors in product photos accurate?
  We strive to present products as accurately as possible. Filters are not used on product photos, but they may be used on social media posts for aesthetic purposes. To date, we’ve received no complaints about product colors differing from the photos on our website.

  What is the quality of your products?
  MOTRATi is committed to selling high-quality fabrics and products designed to last for years, even decades. We take great care to ensure our items meet premium standards, so you can invest in timeless pieces.

Are your items always in stock?
Our inventory is updated regularly. While we strive to keep all products available, some items may sell out due to high demand. If an item is out of stock, please contact us at support@motrati.com to inquire about restocking or alternatives.

Can I be notified when an item is back in stock?
We are working on adding a notification feature for out-of-stock items. For now, feel free to email us for updates.

How do I care for my MOTRATi products?
We recommend the following care guidelines to maintain the quality of your items:

• Silk scarves: Dry clean or hand wash gently in cold water with a mild detergent. Avoid wringing or twisting.
• Cashmere: Hand wash in cold water with a wool-safe detergent or dry clean. Lay flat to dry.
• Clothing items: Refer to the care tag on each garment for specific instructions.

Following these steps will help your garments last for years to come.

Does MOTRATi offer a loyalty program?
Yes! We are working on launching a loyalty program to reward our valued customers.

• Earn points with every purchase.
• Redeem points for discounts or exclusive rewards.

Stay tuned for updates on our website and social media!

How does MOTRATi protect my information?
We take your privacy seriously. All transactions on our website are secure and encrypted. Your personal and payment information is never shared with third parties. For more details, see our Privacy Policy.

Where is MOTRATi located?
You can visit us at:
1510 W 11th Avenue, Vancouver, BC V6J 2B6

We would love to welcome you in-store to experience our collections firsthand. 

How do I find the right size?
Each product page includes a Size Guide under the “Size” section to help you select the perfect fit. If you have further questions, feel free to reach out to us at support@motrati.com.

What are the shipping methods and delivery times?

• Standard Delivery: 2–6 business days | CAD 15
• Free Shipping: Available on orders over CAD 150.

Deliveries are made Monday to Friday, excluding public holidays. Tracking information will be provided once your order ships.

What payment methods do you accept?
We accept the following payment methods:

• Credit Card (Visa, MasterCard, American Express).
• PayPal.

All transactions are secure, and your information is protected.

When will I be charged?
For online payments, a payment authorization is processed when you place your order. The actual charge occurs when your order ships, and you’ll receive an email confirmation at that time.

Can I change or cancel my order?
Once an order is placed, it is processed automatically, and we cannot make changes or cancellations. If you need to purchase additional items, you will need to place a new order.

Where is my order?
Track your order using the tracking link provided in your shipping confirmation email. If you have an account, you can also log in to the Order History section for updates.

Are returns free?
No, return shipping costs are the responsibility of the customer. For more details, refer to our Return & Exchange Policy.

Where can I return an order?
All returns should be shipped to:
1510 W 11th Avenue, Vancouver, BC V6J 2B6

Items must be in their original condition, with all tags and packaging intact.

How do I exchange an item?
Exchanges are accepted only for defective or damaged items. If your item arrives damaged, email us at support@motrati.com with your order details and photos of the item.

How do I reset my account password?
If you’ve forgotten your password, click “Forgot Password” on the login page, and we’ll email you a reset link.

If you’re logged in and want to update your password, go to the Account Details section in your profile.

How do I give a gift on MOTRATi.com?
At checkout, select the gift option to include a special message. The recipient will not see the receipt or invoice.

Do you offer gift cards?
Yes! You can purchase a digital gift card from our Gift Page, perfect for any occasion.

Can I save products for later?
Yes! Use the Wish List feature to save items you love for quick access later. Simply click the heart icon on the product page to add items to your list.

If you have additional questions, feel free to contact us at:

• Email: support@motrati.com
• Phone: +1 (604) 730-7777 (Monday–Saturday, 11AM–6 PM PST)

We’re here to assist you!

At MOTRATi, we’re here to ensure your shopping experience is seamless and enjoyable. If you couldn’t find the answer you were looking for, don’t hesitate to reach out to us:

• Email: support@motrati.com
• Phone: +1 (604) 730-7777 (Monday–Saturday, 11 AM–6 PM PST)

You can also visit us at our store:
1510 W 11th Avenue, Vancouver, BC V6J 2B6

Your feedback is valuable to us, and we’re always happy to help!