General questions
What is the Mikhono Guarantee?
All purchases made on Mikhono are protected for free, and our Mokhono Guarantee
ensures that you get the item as described or your money back.
Buyers can use the Mikhono Guarantee when:
They don’t receive an item
They receive an item that is broken
They receive an item that doesn’t match the listing description

DO NOT complete the transaction if you have received an item that is not as
described. By completing the transaction, you are accepting the item and finalizing
the transaction. Once a transaction has been finalized and completed, there are
absolutely no returns or refunds.
Mikhono will pay the artist as necessary.
Please consider the artist when delaying in completing the transaction.

Please do the following if the delivered item is not as described.
Go to the listing in question and press the “I have an issue with the item I received”
link. This will create a drop-down section in which you will need to specify the issue
you are having, followed by a brief explanation of the situation.
Mikhono will take up to 3-day for support to review your case and assist you in the
resolution of the transaction.
If we need more information to validate your claim, we’ll email you asking for specific
information to do so. Once we are able to verify that the item falls under Mikhono
Buyer Guarantee or any other resolution between you and Mikhono, we’ll authorize
the refund of the purchase.
What is not covered
Buyers that have completed the transaction, agreeing to have received and verified
the item and that the artist can be paid in full.

Buyer’s remorse or any reason other than not receiving an item, receiving an item that
isn’t as described in the listing.
Items damaged during pick-up or shipping.

Refunds to buyers
All refunds will be made in the exact amount and payment method the original
transaction was processed. Please see the following FAQ article for more information
on how refunds work.
Fraudulent claims
Fraudulent claims may include:
A buyer filing a chargeback after receiving their purchased item
A buyer filing a chargeback after knowingly receiving a refund
A buyer filing a chargeback after completing the purchase
Buyers who file fraudulent claims are subject to consequences and in addition, we
reserve the right to permanently suspend the buyer’s account under the Mikhono
Guarantee.
Other terms
The Buyer will have 3 days from the item being marked as received to submit a
dispute under the Mikhono Guarantee.
If we do not receive any requested information within 48 business hours from the
Buyer, the claim can be denied and the Mikhono Guarantee forfeited as the result of
not providing enough evidence to validate the dispute. Not replying to any email
within the noted time frame can also deem that the issue has been resolved and can
result in the dispute being lifted.
Buyers and Artists permit us to make final decisions about all cases, including appeals.
We will not provide buyers with the details of the Artist under all and every
circumstance.
The Mikhono Guarantee is not a product warranty.

Why is my Purchase or Add Funds under review?

When you make a purchase or add funds on Mikhono, the order goes through our fraud
prevention system to analyze the payment information. If our system finds any

anomalies with the transaction, your order will be placed Under Review, and you will
be required to either perform a payment verification or supply us with more
information for us to investigate and clear the transaction.
PLEASE NOTE that cancelling and re-buying will increase your review process time
frame.
If further information is needed to complete our investigation, we will contact you via
email which can take up to 24hrs. Please make sure that the email you have
associated with your Mikhono account is accurate and verified. Please see how you
can change or verify your email address.
We will ask for you to respond to the payment verification or additional information
within 24hrs. If you do not reply with the appropriate information requested, we will
cancel and refund your purchase.
To avoid repeated payment reviews or increase your payment limits, you need to
verify your payment ownership and identity information by logging into Mikhono and
go to the website verification page or you can go to the Android/iOS app and access
the menu then Wallet, and then Document Verification. Your information will be
encrypted and kept securely on our server.

Should I “Complete Transaction” before receiving my item
NO, please do NOT “Complete Transaction” before your item arrives and you are able
to verify it.
Depending on the country you are in you item could take up to 4 weeks to arrive.
By completing the transaction, you are accepting the item and finalizing the
transaction.
Mikhono will pay the Artist in full.

What countries are supported for credit card payments?
Mikhono payment system tries to support all countries with credit card payment
system.
Where the credit card is not supported. Please see list of other payment systems.

Can I convert the item prices to my local currency? (not USD)
No. Currently, all purchases within Mikhono are processed in USD, but for some
currencies, we provide an estimated conversion while you’re browsing and shopping.

What payment options can I use?
You can purchase an item in our marketplace using any combination of the following:
Credits;
Cash from Add Funds;
Payments, which include any one of the following:
All major Credit Cards (Visa, MasterCard, American Express, Discover)
Google Pay
Apple Pay
Paypal
Please note that not all countries support Credit Cards.

Cancellations & Refunds
What is Mikhono return policy?
All sales are final on Mikhono and there are no refunds unless the item that is
received is different from what was described. If this is the case, you’ll be covered by
our Mikhono Guarantee.
Once a transaction has been completed, there are absolutely no returns or refunds.
By completing the transaction, you are agreeing to accept the item and finalizing the
transaction.
To avoid a dispute with a transaction, we are as descriptive and detailed as possible
when creating listings. We encourage Buyers to review the listing photos, description,
Seller rating (please be kind), and item condition before purchasing. If you have any
questions about the listing, please ask Us for additional information.

Can I cancel my order?
It will usually take 2 -3 days (48 to 72 hrs) to ship an order.
If the order has not been marked as “Shipped”, you will have the option to dispute to
halt the transaction, and our Support Team can assist you with the cancellation.

I cancelled my transaction. Where’s my money?

When you cancel your transaction, we will submit the cancellation immediately.
Depending on the payment method you use, it could take up to 14 days to process.
This is because some issuing banks do not finalize the cancellation process until the
payment authorization expires which may be up to 14 days. This time period is
referred to as your bank’s “authorization period”. These charges usually appear on
your statement as “Authorizing” or “Pending”. In most cases, the original charge will be
removed from your statement rather than a separate entry appearing that shows
funds returning.
If you used a credit/debit card, the funds may go back to your card or the original
charge may be removed from your statement;

How to Buy?

Browse or search
You can browse or search Mikhono marketplace using our menu or search options.
We have new listings every day, so check frequently.

Create a new account
Register for a Mikhono account is quick & free. We want to ensure you have the best
possible buying experience, and a Mikhono account allows us to quickly help you with
your order.

Buy when you’re ready
Every listing should have clear information about the item, including the seller’s story
and feedback score for your review. You can request for more details about the
seller’s item by commenting on the listing directly.
Once you found an item that you want to purchase, click the Buy button to checkout.
Our Mikhono Guarantee ensures you get the item as described or your money back.

Checkout

In the checkout page, make sure all of the required information is supplied accurately
and press Place Your Order.
If you have either a Cash Balance or Credits Balance, these will be deducted before
charging the remainder of the purchase on your credit card or payment account.

Delivery
After you’ve completed your purchase, you can go to your Purchases section to view,
track and communicate with Us regarding the status of the delivery of your item or
receiving online sessions.
Complete transaction
Once you have received your item and verified that everything is Ok, we will process
the payment to the artist.

Buy a special order
You can make a special request to the artist for a special large and personalised order.
we will communicate this message with the artist and revert to you with a quotation
of the work in question. This process could take up to 5-10 working days.
Mikhono will then estimate the amount of time to manufacture the goods. During the
time of manufacturing Mikhoino will support the artist with everything possible to
ensure delivery.
Mikhono will keep the buyer updated of the progress during manufacturing.
The buyer has an option to request half the consignment at 50% manufacturing, this
option will incur extra deliver and service cost.

Tracking you purchase

My item hasn’t moved in several days or courier company has lost my package
Contact us to contact the courier company on your behalf.

I haven’t received a shipping notification
Mikhono automatically sends you a notification via email as soon as your order is
ready for shipping and is shipped.

What if my item doesn’t arrive?
If the item does not get delivered in a timely manner, please wait 2 weeks after the
purchase, then please contact Support and we can look into the transaction and assist
with tracking.

Buy Gift Cards
How to Buy a Mikhono Gift Card
Send a gift card to someone special. A gift card is like cash.
Steps to buy a Mikhono gift card:

1. Sign in to mikhino.com,
2. Click Gift cards
3. Fill out the required information requested,
4. Choose Gift cards are available for $25, $50, $100, and $250 USD.
5. Add the email address you want to send the card to
6. Click Add to basket.
7. When you’re ready to checkout, click Proceed to checkout and complete your
   purchase.

You must have an Mikhono account to purchase a Mikhono Gift Card.

How do I cancel a gift card?
A Mikhono Gift Card card can only be cancelled and refunded if it has not been
partially or totally redeemed. To request a gift card cancellation, click Contact
support and include your order number in your request.

Gift card queries
If:
My recipient hasn’t received their gift card
Or
I sent the gift card to the wrong email address
Or
I want to print my gift card

1. Sign in to Mikhono Gift Card
2. Click the You icon.
3. Click Purchases and reviews.
4. Next to the gift card, click Print. You can print the gift card, or save the print
   version and email it to the recipient.

How to Create a Mikhono Account

1. Review Mikhono Terms of Use and Privacy Policy
2. Go to Mikhono.com and go to Sign up. 
3. Fill out the form to register. Use your email address to create an account, or select
   Continue with Google, Continue with Facebook, or Continue with Apple. 
4. Check your email inbox for confirmation email from [email protected] and
   follow the instructions to confirm your account. 
5. Your account is set up, go to sign in
   Benefits of a Mikhono Account

• Add items to your favourites 
• Post in the community 
• Use Mikhono’s on-site messaging system; send a message to an artist.
• Request help from Mikhono Support.