Frequently Asked Questions

We accept the following payment types: 

• PayPal
• Visa
• Visa Debit
• Visa Electron
• MasterCard
• Maestro
• American Express

There are a number of reasons why a payment might fail; these are some of the most common solutions:

• Check your account balance to ensure you have sufficient funds.
• Try entering your details again to be sure they were entered correctly. 
• Check if you have permission to make payments outside your country.
• The internet server timed out. If it took some time to complete an order, the system may detect this as error. In this case, you would need to go through the payment process again.
• If you are paying with PayPal, if your PayPal details are not identical to your Mooji Sangha Shop account details, occasionally the payment does not go through. If this is the case, you will need to update your Mooji Sangha Shop account details to match your PayPal details (or vice versa).

If you have other payment issues with PayPal, you will need to contact PayPal directly. Simply go to www.paypal.com and log into your account to find the PayPal ‘Contact Us’ page.

You can also contact your bank, who can look into your account and give you details as to why your payment could not be processed. They can also unblock cards to allow payments to companies based outside of the issuing country.

(Please also see ‘Why did my payment fail?’ above)

Sometimes payments through PayPal have issues if your PayPal account details are not identical to your Mooji Sangha Shop account details. In these cases, your name, billing address, shipping address, phone number and email address must be identical in both PayPal and Mooji Sangha Shop accounts.

For other technical issues, please contact PayPal directly.

We accept payment in EURO only, but you are welcome to pay with a credit or debit card that is in another currency. The EURO amount will be converted and charged in your local currency by your card issuer, and fee if applicable.

Depending on where you live, and due to the current world situation, shipping times vary greatly, and your order may take more time to reach you. 

If your shipping address is within Europe, please allow up to 3 weeks delivery time from when you placed your order. For those outside Europe, deliveries may take 3-6 weeks. If you have not received your order within the suggested time frame, please check your tracking in case your parcel is being held in customs or contact us below.

Please note, all our parcels are carefully tracked using CTT (Portuguese national postal service) and will need to be signed for upon delivery. 

Once your parcel is out for delivery (within 1-2 working days) you will receive an email with your unique tracking number which you can track here. In case you have not received this email, please check your SPAM/Junk folder using the email associated with your Sangha Shop account. If you cannot find your tracking email please don’t hesitate to contact us. 

Once your item has reached your country, you can also track your parcel via your local postal services using your original tracking number.

All our parcels are carefully tracked using CTT (Portuguese national postal service) and will need to be signed for upon delivery. Once your parcel is out for delivery (within 1-2 working days) you will receive a unique tracking number which you can track here. 

In case you have not received this email, please check your Spam/Junk folder using the email associated with your Sangha Shop account. If you cannot find your tracking email please don’t hesitate to contact us. 

Once your item has reached your country, you can also track your parcel via your local postal services using your original tracking number.

All parcels are carefully tracked using CTT, our Portuguese postal services, and will need to be signed for upon arrival. Once your parcel is out for delivery you will receive an email with your unique tracking number which you can track here. 

We encourage you to track your package in case you need to make alternative arrangements with your local postal services, as we cannot change your shipping address once you have completed your order. 
In case you aren’t home when your parcel is delivered, your local postal services may contact you or leave a note at your door to arrange a collection. However, if your parcel remains unclaimed or the address was incorrect, it will be returned to our online shop in Portugal. As soon as we receive your items, we will contact you to make further arrangements.

All Portuguese duties and taxes are prepaid and completed by us upon sending. However, in some cases, depending on the customs regulations of your country, additional clearance processes and tax/duty fees may be required, please note that these are the responsibility of the customer to address. If this is needed, you will be contacted by your local postal services.

We endeavour to fulfill your order correctly and apologise if something is missing or incorrect. In case there is something missing or incorrect, please contact us at shop@mooji.org.

Before paying for the order, it is possible to change items directly by going to the cart. Once the order has been placed (paid), it is not generally possible for us to add/remove items or change sizes. However, you can write to us at shop@mooji.org and we can see if any changes are possible. Please note that there is no guarantee that we will be able to make changes once an order is placed.

If you made a mistake with your shipping address, please contact us immediately at shop@mooji.org, and we will endeavour to correct the address prior to it being shipped. While we will do our best, we cannot guarantee being able to make a change once an order is placed.

We do not accept returns or exchanges of products, except t-shirts. T-shirts cannot be refunded, but may be exchanged for another size within 60 days of purchase. The items must be unused (not washed or worn) and the buyer pays postage.

If an item is faulty, we will accept it within 60 days of purchase. Please contact shop@mooji.org if you need to return a faulty item.

No, downloadable products cannot be returned or refunded.

It is possible for retailers and corporate customers to buy items from our shop at a wholesale price. Please email shop@mooji.org for more information.

The emails with links to your downloadable are sent automatically to the email address you entered in your shop account. Please check if your email address is correct, and also check your spam folder. If it is not there, it might be that your mail provider is filtering your emails. Please add the email address no-reply-shop [at] mooji.org as a contact to ensure your emails reach you in the future. After adding this email address to your contacts you can write to us at shop@mooji.org so we can resend your email. 

You can also access your downloads by logging into your account on the Mooji Sangha Shop website and visiting the ‘Downloads’ section in your account.

In case the download link does not open in Safari, we suggest using a different browser like Google Chrome or FireFox.

Please note the link you received is for a zipped file. If you are using a device other than a computer such as a smartphone or tablet you may need to download an appropriate app to unzip zipped files such as iZArc and iZip for apple and WinZip for android.

If you are using a windows computer and are having trouble downloading, it may be that your security software is blocking your download.

Occasionally, when someone clicks the download link, the download doesn’t automatically begin, or the download starts but doesn’t complete. Changing your browser usually solves this issue (eg if you are using Safari, use Google Chrome or another browser instead). Please also check if your internet connection is good. If you still encounter difficulties with downloading, please contact us using the message box below.

It is possible to download the files on multiple devices. As such, the easiest way to put files on your mobile device is by opening your email with the download link on that device and downloading the files directly there. 

On older iPhones, however, it is sometimes not possible to download directly. There are different ways to transfer files to your iPhone; here is one option:

1. Download the files onto your computer. They will likely be ‘zipped’.
2. Unzip the files (if your computer doesn’t have a program to unzip, there are many free programs you can find online, eg 7-zip for Windows, or iZip for Mac).
3. Open iTunes (or Music) on your computer. Select “File menu”, then choose “Add to Library”, and select the unzipped files.
4. Now sync iTunes on your iPhone, and the files should be available there.

If you have a computer and wish to add the files to your iTunes library, please follow the steps below:

1. Click the download link in your email to download the file onto your computer (if you ordered several files please download one by one and wait for it to finish the download before clicking on it, or clicking on the next link)
2. Unzip the file (with the help of one of the many free programs you can find online, e.g. 7-zip for Windows, or iZip for Mac)
3. In iTunes on your computer select “File menu”, then choose “Add to Library”, and select the mp3 files
4. Sync your iPhone with iTunes.

An ebook is a digital version of the physical book that you can read on devices such as your phone, ebook reader (like Kindle) or computer. The overall book content is essentially the same, but you will find some small differences in the layout to adjust to a digital reader.

The most popular formats for ebooks are mobi and epub. Both formats are offered when you buy an ebook from us.

You can find online or in your user manual which file your reader uses. Amazon Kindle uses mobi files. Apple Books, Google Play Books, Sony Reader, Kobo and Barnes & Noble Nook all use epub files. When you purchase an ebook here, we provide both epub and mobi files so you will have a compatible file for your specific reader.

You don’t need an ebook reader device to read an ebook. You can access ebooks on your computer or mobile devices like smartphones through programs that read ebooks. 

An example is the Kindle application (software) that allows you to read mobi ebooks and is available on Amazon as a free download (you need to have an Amazon account). There are also free epub reader applications. These applications are usually compatible with many types of devices, eg PC, Mac, iPhone, iPad, Android phones or tablets so you can read ebooks on whichever device or computer you have.

Both the device from Amazon and the free application which can be downloaded from Amazon are called “Kindle”.

(Please also read ‘What if I don’t have an ebook reader device?’ above)

You will need to download and install an app to be able to read ebooks on your computer or phone. When you have downloaded and installed the app, and also downloaded the ebook, if you double-click on the ebook file on your computer, it should automatically open in the app.

There are many ways to move files to mobile devices, which also vary because of the number of types of devices and ebook readers. An easy way is to open your email with the download link on your mobile device and download it directly onto your device.

If you have a Kindle, you can also connect the Kindle to your computer, and then click and drag the file directly into the device.