Return and Refund Policy

Last updated: June 12, 2026

We want you to buy with confidence. If something is not right with your order, this policy explains exactly what we will do about it, and your local consumer rights always remain fully protected in addition to everything below.

Our commitment when something goes wrong

If your item arrives damaged, defective, incorrect, or incomplete, the resolution is on us: we will offer a replacement, a full refund, or another appropriate solution at no extra cost to you; you will not pay return shipping in these cases. Just contact us with your order number and clear photos of the issue, ideally within 48 hours of delivery so we can act quickly with the carrier, and in any case within the 30-day return window.

Every return promise displayed on a product page is honored as stated: where a product page grants a more generous guarantee than this policy, the product page promise applies.

30-day return window

You may request a return within 30 days after receiving your item, for any reason, including simply changing your mind. To be eligible, the item must be unused, in its original condition, and returned with its original packaging and proof of purchase, unless the item arrived damaged, defective, or incorrect.

How to request a return in 3 simple steps

1. Email us at contact@moko.boutique with your order number and the reason for the return. Requesting a return authorization is always free.
2. We reply within 24 to 48 hours with your return authorization and instructions (where to send the item, or what alternative solution we can offer).
3. Ship the item back. Once we receive and check it, your refund is issued. We will keep you informed at every step.

Items sent back without prior return authorization may not be accepted, so please always start with step 1.

Refunds: reliable and traceable

Once your approved return is received and verified, we confirm the outcome by email and issue the refund to your original payment method within 10 business days. Because the refund goes back through the same secure payment network you used to pay, it is fully traceable. Your bank or card provider may need a few additional days to post the amount to your account; if you have not seen it after 15 business days from our confirmation, contact us and we will follow up with the payment processor.

Return shipping costs

Return authorization is always free. For returns due to our error or a verified product problem (damaged, defective, or incorrect item), you pay nothing. For change-of-mind returns, the customer covers the return shipping cost; we will tell you the most economical option available before you ship anything.

Items that cannot be returned

For hygiene and safety reasons, some products cannot be returned once opened or used, for example cosmetics, skincare, and personal-care items whose seal has been broken, unless they arrived damaged, defective, or incorrect, or unless the product page explicitly states a more generous return promise for that item (in which case the product page promise applies). Personalized items, final-sale, and clearance items may also be non-returnable. When a product has special return restrictions, they are indicated and apply in addition to this policy.

Exchanges

When available, exchanges are handled after the original item is reviewed and approved. The fastest way to receive another item is usually to place a new order once your return is accepted; your refund then covers the original purchase.

Order cancellation

You can cancel an order free of charge as long as it has not entered preparation or shipped, in practice, usually within 12 to 24 hours of purchase. After shipment, this 30-day return policy applies.

Warranties and your legal rights

Where a product is covered by a manufacturer's warranty, we will help you activate it: contact us first and we will coordinate the steps with you. Nothing in this policy limits the statutory rights and legal guarantees you hold under the consumer-protection laws of your country of residence; where local law gives you stronger rights (such as the 14-day withdrawal right in the European Union), those rights apply in full.

Contact

For any return or refund question, contact Moko Boutique at contact@moko.boutique, 7 days a week, reply normally within 24 to 48 hours. Every request is reviewed by a real person, and our goal is simple: no customer left without a clear answer and a fair solution.