Your Questions, Answered

MOGO Eastern Handmade is operated by Shenlan International Trading (HK) Limited, a Hong Kong company. Our pieces are handmade by artisans in China.

Handmade and natural-material pieces can show small variation. That is part of the craft, not a defect.

Yes. Use the Custom page and send a reference, color direction, purpose, size, and desired date.

Send the idea first. Feasibility, price, timing, and any preview/approval steps are confirmed before production.

The custom request form opens an email draft. Attach your reference images in your email application and send the email to contact@moqgo.com; the form does not upload or send images automatically.

Please read our Shipping policy for delivery destinations, charges, processing and transit times. Contact contact@moqgo.com before ordering to another destination.

For tracking information after dispatch, contact contact@moqgo.com with your order number.

We do not accept returns, exchanges or refunds for change of mind, personal preference or ordinary handmade variation. If an item arrives genuinely damaged, materially defective or different from your order, contact us within 7 days of delivery with your order number and clear photos; a short video may help but is never required as the only evidence. We agree a remedy: repair assistance, replacement, an agreed partial refund, or a full refund where appropriate. For confirmed damage, defects or errors we do not as a rule require return to China, and you bear no return shipping cost where no physical return is needed. Approved refunds are initiated to the original payment method within 5 business days. Nothing here limits consumer rights that cannot legally be excluded.

Repair feasibility depends on construction and material availability; requests should include photos and the original order number.