Returns & Refunds
We want you to be happy with your order. If something isn't right, you can contact us anytime and we will do our best to help you.
Return Policy
To be eligible for a return, the item(s) must be in the same condition as when you received them, unworn or unused, with tags, and in the original packaging.
You have up to thirty (30) days to return your order, from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
Free returns are only applicable for defective or incorrect products. In other situations, you may need to cover the return expenses, such as shipping fees and taxes. Please note that there are no processing fees for returns.
Return Charges
Except for defective or incorrect orders, you are responsible for covering all expenses associated with the return.
Currently, all return packages are sent back to China. Please note that international shipping may result in duties and taxes, which you are responsible for paying. We are unable to waive or refund them, even if the order is returned back to us.
You have the option to arrange the return shipping yourself or request a shipping label from us. If you choose the latter, FedEx will charge a shipping label fee based on your location and package size. The cost of the return will be deducted from your refund. For an estimated shipping label fee, you can refer to the information below.
NOTE: Due to the current situation, we are unable to estimate the shipping label fees for orders from Saudi Arabia, the United Arab Emirates, and other countries/regions in the Middle East at this time. Therefore, we regret to inform customers in these areas that you may need to arrange the shipping yourselves.
| LOCATIONS | ESTIMATED SHIPPING LABEL FEE |
|
the United States, Canada |
25 USD |
|
the United Kingdom, France, Spain, Denmark, and other European countries or regions |
25 USD |
|
Australia, New Zealand |
25 USD |
|
Japan, South Korea |
25 USD |
|
Singapore, Malaysia, Vietnam |
15 USD |
|
Hong Kong SAR, China, Macao SAR, China, Taiwan, China |
10 USD |
| Others ( Except Saudi Arabia, the United Arab Emirates, and other countries/regions in the Middle East) | 25 USD |
How to Return
Reach us → Request follow-up → Reply with a shipment option(You) → Repack the package & send it back(You) → Return package received & processed → Refund
1. To request a return, please log into your account to require a return or email us with your order number and request.
* For online request submission, please include your email address on the NOTE for better communication.
2. Our team will contact you through the email address customerhelp@moco.com and assist you throughout the process.
NOTE: We will definitely respond to your order requests. It usually takes about 2 business days to process. If you don't receive a reply within that time, please check your email trash first as it might be marked as spam. If you still haven't received anything, you can contact us through WhatsApp or online chat.
3. You have the option to handle the return shipping yourself or request a shipping label from us.
4. Repack the item(s) in the original packaging, print the shipping label (if provided), and hand over the package to the carrier.
5. We will process your return package upon receipt.
6. Once the return is completed, we will issue a refund and notify you via email.
Refund Policy
For customers who have received wrong or defective products, we will refund to you on the same payment method used for the order all payments received from you, including the costs of delivery, without undue delay and in any event no later than 14 days from the day on which we receive the items or evidence of you having sent back the items or verify your return by other means, whichever is earlier. Should you choose to keep certain items and only make partial return, the delivery cost and relevant tax will not be refunded.
Kindly reach us if you need more assistance. Here're the ways to find us:
Facebook: @mocoofficial
Email: CustomerHelp@moco.com
WhatsApp: +8619120526921
We thank you for your support as always.
