Shipping policy

Shipping Policy

This Shipping Policy explains how orders are processed and delivered for Mocei customers in the United Kingdom.

Delivery Country

We currently ship orders to customers in the United Kingdom.

Order Cut-Off Time

Orders placed before 5:00 PM  on a business day will begin processing from that business day.

Orders placed after 5:00 PM, during weekends, or on public holidays will begin processing on the next business day.

Processing Time

Order processing time is 1–3 business days.

Processing takes place from Monday to Friday, excluding weekends and public holidays.

Transit Time

After an order has been dispatched, the estimated transit time is 5–8 business days.

Transit time may vary depending on the delivery address, carrier updates, customs checks, or other delivery conditions outside our control.

Estimated Total Delivery Time

The estimated total delivery time is 6–11 business days.

This includes:

Processing time: 1–3 business days
Transit time: 5–8 business days

Shipping Cost

We offer free standard shipping for orders delivered within the United Kingdom.

The shipping cost will also be shown at checkout before the order is confirmed.

Shipping and Fulfilment

Orders may be shipped from our fulfilment partners in China and delivered to the United Kingdom.

Customers will receive a shipping confirmation email once the order has been dispatched.

Taxes and Duties

Product prices are shown in GBP (£).

Where applicable, prices include UK VAT.

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.

Tracking Your 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 to check your order status.

Delivery Delays

Delivery delays may occur due to carrier delays, customs checks, weather conditions, public holidays, peak periods, or other situations outside our control.

If your order has not arrived within the estimated delivery time, don't hesitate to get in touch with us using the contact details below.

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 our return policy after delivery.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery at hello@mocei.com.

Please include:

Order number
A brief description of the issue
Clear photos of the item and packaging

We will review the issue and provide the next steps. Where applicable, we may offer a replacement or refund in line with our return policy.

Incorrect Address or Failed Delivery

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.

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 BST

Response Time:
Our customer service team aims to respond within 24 hours on business days.