Shipping policy
Important Information
- Order cut-off time: 15:00 GMT
- Processing time: 1–3 business days (Monday–Friday)
- Tracked delivery to the UK: typically 6–12 business days from dispatch
- Shipping cost: Free of charge within the United Kingdom
Shipping & Fulfilment
Orders are shipped from our fulfilment partners in China and delivered to the United Kingdom.
Taxes & Duties
All prices include UK VAT where applicable.
We ship Delivered Duty Paid (DDP) to the UK. This means there are no additional import fees or taxes upon delivery.
Tracking Your Order
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
You can track your order directly via our tracking page.
Delays in Delivery
We strive to deliver on time, but delays may occur due to factors beyond our control (e.g. weather conditions, customs clearance, or peak periods).
If your order is delayed, please allow an additional 3 business days before contacting customer service.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at hello@mocei.com.
Please ensure your request is made before your order has been processed or dispatched.
Defective or Damaged Items
If you receive a damaged or incorrect item, please contact us within 24 hours of receipt at hello@mocei.com.
Include your order number, a brief description of the issue, and photos of the item.
We’ll resolve the issue promptly and arrange a replacement or refund as needed.
Failed Delivery or address issues
If a parcel is returned to us due to an incorrect address or unclaimed delivery, we will refund the product price minus outbound shipping and any return-to-sender fees charged by the carrier. Re-shipping is available on request at cost.
Contact us:
- MOCEI.COM
- Email: hello@mocei.com
- Contact form: Here
- Our customer service team is available from Monday to Friday 9:00 - 17:00 GMT.
- Response time: Customer service will respond within 24 hours on business days.