Refund policy
At Mocei, customers may request a return within 30 days after receiving their order.
This policy applies to orders delivered within the United Kingdom.
Returns
We accept returns for defective and non-defective products.
To be eligible for a return, the item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Items that are used, worn, washed, damaged by the customer, missing tags, or not in their original packaging may not be accepted for return.
Return Window
Customers have 30 days after receiving their item to request a return.
Return requests made after 30 days may not be accepted.
How to Start a Return
To start a return, contact us at:
Email: hello@mocei.com
Please include:
Order number
Reason for return
Photos of the item, if the item is damaged, defective, or incorrect
Our customer service team will review your request and provide return instructions.
Items sent back without contacting us first may not be accepted.
Return Method
Accepted returns are handled by mail.
After your return request is approved, we will provide instructions on how and where to send your item.
Return Label
Where applicable, return label instructions will be provided after your return request has been reviewed and approved.
Restocking Fee
Mocei does not charge a restocking fee for approved returns.
Exchanges
We accept exchanges.
To request an exchange, please contact us at hello@mocei.com within 30 days of receiving your order.
Exchanges are subject to product availability. If the requested item is not available, we may offer a refund or ask you to place a new order.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive a damaged, defective, or incorrect item, contact us as soon as possible at hello@mocei.com.
Please include your order number, a brief description of the issue, and clear photos of the item and packaging. We will review the issue and provide the next steps.
Cancellations
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.
If the order has already been dispatched, it may need to be handled under this return policy after delivery.
Refunds
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.
Please note that your bank, card provider, or payment provider may take additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at hello@mocei.com.
Return Shipping
Return shipping instructions will be provided after your return request has been approved.
If the return is due to a damaged, defective, or incorrect item, we will review the issue and provide the appropriate next steps.
If the return is for another reason, the return shipping process will be confirmed in the return instructions.
Non-Returnable Items
The following items may not be accepted for return:
Items that have been worn, used, washed, or damaged by the customer
Items without original tags or original packaging
Items returned after the 30-day return window
Items sent back without contacting us first
Gift cards, if applicable
Contact Information
Store Name: Mocei
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 GMT
Response Time:
Our customer service team aims to respond within 24 hours on business days.