Ordered on Dec. 3rd, Order #MO23190, no communication since, no tracking #, nada. This was a Christmas present. I'm going to dispute the charges with my bank.
Response from MostarleDec 19, 2025
Thank you for sharing your experience, and we are very sorry for the lack of updates since your order was placed.
To avoid keeping you waiting any longer — especially with this being a Christmas gift — your order #MO23190 has been cancelled and a full refund has been processed to your original payment method. Depending on your bank, it may take a few business days to appear.
We sincerely apologise for the inconvenience and frustration this delay has caused, and we are working to improve both communication and dispatch speed going forward.
JA
Jo Ann R.
Order never shipped and no response from Mostarle
I ordered on December 5th with 12 to 15 days to delivery. Received confirmation of my order saying I would be notified when my order would be shipped. The 12-day mark has passed and shipping has not yet been confirmed. Christmas eve is in 6 days and I need this by then as it is a Christmas present for my son. I wrote Customer Support and never got a reply. Senr a other email today. Mostarle was quick to take my money but doesn't seem to care about getting the item shipped or answering customer inquiries. Seems like a scam job.
Response from MostarleDec 19, 2025
Thank you for sharing your experience, and we are truly sorry for the delay and lack of communication.
We understand how disappointing this is — especially with a Christmas deadline and no shipping confirmation. To avoid keeping you waiting any longer, and because the order had not yet been dispatched, we have cancelled your order and processed a full refund to your original payment method. Depending on your bank, it may take a few business days to appear.
We apologise for the slow response to your emails during this peak season. Our support inbox has been receiving a very high volume of messages, but that does not change the experience you had and we are working to improve this going forward.
Thank you again for your patience, and we are sorry that this gift will not arrive in time.
GG
Greg G.
Ordered in November
Ordered in November, I still haven't received it, haven't seen any updates from either this company or Shop. Garbage service and eventually I'm sure garbage product, whenever it arrives.
Don't waste your time with this company.
Response from MostarleDec 19, 2025
Thank you for sharing your experience, and we are very sorry for the long wait and lack of updates.
To avoid keeping you waiting any longer, and since your order had not reached the dispatch stage, we have cancelled it and processed a full refund to your original payment method. Depending on your bank, it may take a few business days to appear.
We apologise that this order did not work out as expected and appreciate your patience. We are reviewing our processes to prevent delays like this moving forward.
ED
Emma De P.
Scam!
Scam! Ordered on 5th December. Nothing’s arrived had arrived. No answers from call center or email.
Big NO
Response from MostarleDec 19, 2025
Thank you for sharing your feedback, and we are very sorry for the lack of updates and communication.
To avoid keeping you waiting any longer, and since your order had not been dispatched, we have cancelled it and processed a full refund to your original payment method. Depending on your bank, it may take a few business days to appear.
We sincerely apologise for the frustration this experience caused and are reviewing our communication processes to prevent situations like this in the future.
AB
A B.
I ordered from Mostarle on December 6th…
I ordered from Mostarle on December 6th this year 2025. This was supposed to be for a Christmas gift, I paid express shipping with the total amount coming out to around$88 Canadian dollars. I received one email confirming the order and giving me a tracking number. I used the app Shop to get my tracking updates and all it has said is “preparing shipment” and it’s now around the time I should be receiving the order since I paid for express shipping (7-10 business days, $22). I have sent multiple emails, from two different emails including my order # and also direct messages on instagram. Only then when I sent one email on my outlook account, did they send an automated email saying that they were in holiday from “October 1st to October 12th and that shipping would be delayed until the 13th. This would’ve understandable except for the fact that we’re in December, not October. And now that I see they can send an automated email, what I don’t understand is how come they cannot send out an automated email, or text message, to all the customers who ordered a product. To let us know that they are experiencing some difficulties with keeping up with the amount of orders. And if this is the case, if it’s because too many people ordered then they should have shut down the ability to order from their website and put out a statement so more people wouldn’t be ordering. It’s common sense, which is why I’m having a hard time believing based on the Mostarle responses on trust pilot, that that is the issue. Anyways I’d love to get my money back since after reading more reviews it seems the products aren’t that great. And as a person who thought they bought a good gift for someone and spent their hard earned money on it, I’d appreciate some consideration, by getting a full refund.
Response from MostarleDec 19, 2025
Thank you for sharing your feedback, and we are very sorry for the delay and frustration this has caused.
To help you quickly with either an update or a refund, we will need to locate your order first. Could you please provide your order number or the email used at checkout? Once we have that, we can resolve this for you right away.
Thank you for giving us the chance to assist.
AL
Alana
Do not buy from this company
Do not buy from this company! Potentially a scam! Order placed end November with a supposed 10-15 working day delivery timeframe. Still no update on tracking that the product has left China! This was supposed to be a gift and is now late!
Stay away from this company!
Response from MostarleDec 19, 2025
Thank you for sharing your feedback, and we are very sorry for the delay and lack of updates.
To help you with either an update on your shipment or a refund, we will need to locate your order first. Based on the information here we are unable to identify it — could you please provide your order number or the email used at checkout? Once we receive that, we will prioritise your order right away.
Thank you for the opportunity to resolve this for you.
JG
Jenni G.
Items not arrived
Ordered 2 items on 3 Dec. Received confirmation immediately and payment taken. However no communication since and items haven't arrived. Have emailed but not had an answer. Looks like I've been conned and lost my money and Christmas presents. Beware
UPDATE - this Hong Kong company immediately and automatically cancelled my order as a response to this adverse review. I have also received a full refund all via PayPal.
My conclusion, if you're going to buy from Mostarle use credit card or PayPal. Now happy with outcome.
Response from MostarleDec 19, 2025
Thank you for sharing your experience, and we are very sorry for the delay and lack of communication.
We understand how worrying it felt to be waiting without updates, especially with Christmas approaching. To avoid keeping you waiting any longer, we have cancelled your order and processed a full refund to your original payment method. Depending on your bank, it may take 1-3 business days to appear.
We sincerely apologise for the inconvenience and frustration this has caused, and we are reviewing our communication processes to prevent situations like this moving forward.
KR
Kathleen R.
No delivery or communication
Placed an order at the beginning of December #MO23602. After 10 days emailed to ask why no shipping information and no reply.
Got a despatch notification 14 days after purchase, the day after I posted this. I appreciate that it's Christmas and a busy time but this is hardly a surprise.
It arrived 26 days after ordering and the tracking was not helpful, as included a flight lasting 6 days.
Response from MostarleDec 18, 2025
Thank you for sharing your concern, and we are very sorry for the lack of updates and communication.
We would like to resolve this for you as quickly as possible, but based on the information available here we are unable to locate an order under your name. Could you please provide your order number or the email address used at checkout, so we can identify your order and proceed with either an update or a refund right away?
We understand how frustrating this delay must be, and we appreciate the opportunity to look into this for you once we receive your details.
