Frequently Asked Questions

Where are you based and from who do you shipped the orders ?

Our general office and warehouse is based in the center of Ulaanbaatar, capital of Mongolia, and it is where we receive and process the orders, in connection with our network of local producers and suplliers. 

Where are manufactured your products and how ?

All the products proposed on this site are designed and made in Mongolia*, 

Cashmere and camel wool products are manufactured in small and variable serials from factories or workshops. Most of the handcraft proposed on this site are hand-made by individuals, small familial structures or NGOs

*except for rare exceptions that are noticed in the descriptive text, like in "Food" section 

How can I pay, and is my payment safe on your e-shop ?

You can pay by credit card on our online secured bank gateway. We accept Visa, Carte Bleue, MasterCard, American Express, Diners Club and JCB.
You can also send us a check or a wire bank transfer to our bank account. 

For the online payment, we have chosen one of the most reputated and safer Swiss payment solution Klik&Pay.that guarantee the most updated security protocols to protect your identities. 

All your payment information are encrypted and known only by the bank partners. We have not acces in any case to your payment and banking informations.

Which countries do you deliver?

We deliver to nearly all countries in the world with some rare exceptions given by Mongol Post or DHL. If your country or territory do not appear in the list of countries of delivery, please contact us that we try to find a solution.

 

How long will it take to deliver my order from Mongolia to my home ?

We use “Mongol Shuudan”, the Mongolian state-owned post company, and aim to deliver to any address worldwide in 10 – 15 days which are best estimates only and must not be considered as any form of guarantee. Actual delivery dates may differ depending on current circumstances, and a maximum of 3 weeks is normally practiced. 
Our postal shipments are registered and tracked by registration number, and you will be asked to sign the delivery bill to confirm the correct receiption of your order.
We can also deliver by DHLwho delivers worldwide within 1 week. 

Can I return a product for exchange if I am not satisfied ?

You can return the merchandise within 1 month from the date of shipment and receive full refund. However, the merchandise must be in the original packaging, undamaged and unworn. The cost of return and any other applicable charges shall be paid by the customer. 
NOTE : Where outer packaging is clearly damaged in transit please ensure that if you accept the delivery you sign Damaged Consignment. 

How can I reach you for customer support ?

Please feel free to contact us for any question or problem you could have. From the contact page of this site, you can post us a message that we will answer promptly.

You can also send us an email at shop@e-mongol.com, or send us a fax or phone call to the office.

It is always a great pleasure for us to exchange with our dear customers from the world.

What will you do with my personal data needed to open a customer account on your e-shop ?

All personal information, except your bankig information*, collected during your purchase will be securely and preciously kept by e-Mongol and we guarantee you that we will never sell or give them for use to third parties without your prior approval. 
We may use your email adress to send you some information about our website, like the newsletters, but we avoid frequent messages and do not practice any spamming. If you don't want to receive any information from us, just let us know by email, fax or postmail.

* we have never access to any of your payment and banking information.

Do you make wholesale for retailers ?

Basically, we can supply any quantity of any product proposed on this site, or others you could not find. We offer discounts based on quantities, depending of the type of products and the ordered quantities. We can arrange deliveries of large quantitites worldwide, and we use the most reknown  freigth forwarders to deliver by ship or by plane.

Just contact us that we can propose you a quote and discuss your needs.

If your have still some unanswered questions, please contact us