FAQ
1. What is Mocei?
Mocei is an online store offering women’s clothing, shoes, handbags, and accessories.
2. Where do you ship?
We currently ship orders to customers in the United Kingdom.
3. How much does shipping cost?
We offer free standard shipping within the United Kingdom.
4. What is the order cut-off time?
The order cut-off time is 5:00 PM on business days.
5. How long does order processing take?
Order processing takes 1–3 business days, Monday to Friday, excluding weekends and public holidays.
6. How long does delivery take?
After dispatch, the estimated transit time is 5–8 business days.
7. What is the total estimated delivery time?
The estimated total delivery time is 6–11 business days. This includes 1–3 business days processing time and 5–8 business days transit time.
8. Where are orders fulfilled from?
Orders may be shipped from our fulfilment partners in China and delivered to the United Kingdom.
9. Will I need to pay import duties or taxes on delivery?
Orders are shipped to the United Kingdom using Delivered Duty Paid (DDP) where applicable. This means customers should not be asked to pay additional import duties or taxes at delivery.
10. How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information. You can also use the tracking page on our website.
11. What payment methods do you accept?
Customers can pay using the payment methods available at checkout. Accepted payment methods may include American Express, Apple Pay, Diners Club, Discover, Google Pay, Klarna, Maestro, Mastercard, PayPal, Shop Pay, UnionPay, and Visa.
12. Why do some payment methods not appear at checkout?
Some payment methods, such as Apple Pay, Google Pay, Shop Pay, PayPal, or Klarna, may only appear when they are available for the customer’s device, browser, location, or account.
13. What currency do you use?
All prices on our website are shown in GBP (£).
14. Do you ask for card details by email or phone?
No. Mocei does not ask customers to send full card details by email, phone, or contact form. Payment details are handled through the payment provider selected at checkout.
15. Can I cancel my order?
If you want to cancel an order, please contact us as soon as possible at hello@mocei.com. Cancellation requests can only be reviewed before the order has been processed or dispatched.
16. What is your return window?
Customers may request a return within 30 days after receiving their order.
17. What condition must returned items be in?
Returned items must be unworn, unused, with tags, and in their original packaging. You will also need the receipt or proof of purchase.
18. How do I start a return?
To start a return, contact us at hello@mocei.com with your order number and reason for return. If the item is damaged, defective, or incorrect, please include clear photos of the item and packaging.
19. Do you accept returns for defective and non-defective products?
Yes. We accept returns for defective and non-defective products, subject to the conditions listed in our Return and Refund Policy.
20. How are returns sent back?
Accepted returns are handled by mail. After your return request is approved, we will provide instructions on how and where to send your item.
21. Do you charge a restocking fee?
No. Mocei does not charge a restocking fee for approved returns.
22. Do you accept exchanges?
Yes. We accept exchanges within 30 days of receiving the order. Exchanges are subject to product availability.
23. When will I receive my refund?
Once we receive and inspect your returned item, we will notify you whether the refund has been approved. If approved, the refund will be issued to the original payment method within 14 business days.
24. What should I do if I receive a damaged, defective, or incorrect item?
Please contact us as soon as possible at hello@mocei.com. Include your order number, a brief description of the issue, and clear photos of the item and packaging.
25. What happens if I enter the wrong delivery address?
Customers are responsible for entering the correct shipping address at checkout. If a parcel is returned due to an incorrect address, a failed delivery attempt, or an unclaimed delivery, we will review the parcel's status before confirming the next step. Where applicable, return-to-sender fees or re-shipping costs may apply.
26. What information do you collect when I place an order?
We may collect information such as name, email address, phone number, billing address, shipping address, order details, payment confirmation details, account information, customer service messages, device information, and website usage information.
27. How do you use customer information?
We use customer information to process and deliver orders, confirm payments, provide customer support, handle returns and refunds, send order updates, improve website performance, help prevent fraud, and comply with legal, tax, accounting, and regulatory requirements.
28. How can I contact Mocei?
You can contact us using the details below.
Store Name: Mocei
Website: mocei.com
Email: hello@mocei.com
Phone: +44 7442 518100
Address: 5 Botts Mews, London W2 5AG, United Kingdom
Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM BST
Response Time:
Our customer service team aims to respond within 24 hours on business days.