Delivery&Returns



BEFORE YOU PLACE YOUR ORDER


1 - How do you manage to be so affordable? What’s the catch?

By removing the middleman and by streamlining our delivery and manufacturing processes we are able to deliver unique design led products at a fraction of the price.


2- What type of payment do you accept?

We accept following major payment method:

Visa / Delta / Electron
MasterCard / Eurocard
Maestro
American Express.
Debit cards (also known as bank cards) are accepted if they have a Visa or MasterCard logo.
Paypal


3- Where do you deliver and how much does it cost?

We offer a FREE DELIVERY to the following countries*:

Austria | Belgium | Bulgaria | Czech Republic | Denmark | Estonia | Finland | France | Germany | Hungary | Ireland | Italy | Latvia | Lithuania | Luxembourg | Portugal | Poland | Slovakia | Slovenia | Spain | Sweden | The Netherland | UK


4- Are there any areas within Europe you cannot deliver to?

Unfortunately we cannot deliver the following area in Europe. Any orders placed for those restricted areas will be refunded back to your original method of payment. Refunds can take up to 7 working days to appear on your bank statements.

Romania - Whole Country | Spain - Ceuta, Melilla, Canary Islands | Germany - Büsingen | United Kingdom - Offshores | Italy - Campioned'Italia, Livigno, San Marino, Vatican City | Malta - Whole Country | Cyprus | Majorca


5- How quickly will I receive my order?

If the product is in stock (excludes pre-orders andback-orders) weendeavourto ship your order within 3 to 5 weeks after the order is placed (for orders placed after 19th February).


AFTER YOU’VE PLACED YOUR ORDER

6- How can I track my order?

If you have registered with us (not available for guest checkoutor if you purchased through one of the marketplaces directly such as Amazon, price minister, play.com, ebay, etc.....), you can track the progress of your order by logging in and go to ''My account'' >> ''My Order'' tabs (on the left hand side).
From there locate the relevant order and look at the order status field.

There are 4 types of status:

Order Pending means your order hasn't been processed yet.
Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods.
Order Complete means your order has left our warehouse. You'll receive an email confirming that your order has been dispatched with tracking details and carrier name
Order Cancelled means your order has beencancelled either by you or us.

Please note that each time we update the order status, you will receive an email containing the sameinformationsas the one on your account pages. To find all the emails related to your order, please search fororders@mokee.eu in your inbox.

AFTER YOU RECEIVE YOUR ORDER


7- I have lost my set ofinstructions / user guide, how do I get another set?

If you have lost your instructions, please email us at tlc@mokee.eu with the name of your product and we will send you in return a printable PDF of your instructions.

To find the name of the product, justloginto your account and go to ''My order'' tab and click on ''view order''.


8- What time of day do you deliver?

Deliveries will be made between 9-6pm Monday tofriday.


9- What happens if I am not at home when my delivery arrives?

In somecountries our courier company will send you an email and/or text message on the day they will attempt delivering to you. If you cannot be home on that day, follow their instructions to redeliver or change the delivery address. In othercountries they will leave a calling card with instructions on how to get the goods redelivered.

Please note that ourcourrierwill attempt to deliver you 2 times before returning the item back to us. if that occurs, we might charge you a new delivery charge.


10- FREE 90 days returns

If you change your mind we accept returns within 90 days

  • Only applicable on order placed from 31 August 2017
  • Only 1 Free return request is accepted per order
  • If multiple orders are placed within 30 days of each other, they will be considered as 1 order.
  • the 90 days start from the day the items are shipped
  • Return request can be for full or partial order
  • Free returns request made within 30 days will be refunded in cash
  • Free returns made between 31-90 days will be made in credit to be used on our site
  • Returns are for new, unused/ unbuilt items in their original packaging.

How to request a return:

1- Email your order number & items to be returned to tlc@mokee.eu

2- We will give you a free return label. 

3- You post it back to us

4- We receive the return, check it and if all good process the refund or credit within 7 days.


11- What is your policy for returning a damaged or faulty item?

In the unlikely case that you receive an item damaged or faulty you will be covered by our warranty if you meet the following criteria:

For damages caused during transport - contact us within 48h of receiving the item
For manufacturing faults - Contact us within the warranty period, starting the date you have received the item.

Please contact us at tlc@mokee.eu with the following information so we can decide on the appropriate course of action.

Your name and surname
Your order number
Photos and descriptions of the fault


12- When will my refund be processed?

Refunds may take up to 7 business days from the time we receive your item. If the refundaremade within 30 days after purchase date,refundwill be applied to the original payment method that was used to purchase the item. If refunds are made after 30 days, then we will have to transfer the money by BACS, and we will contact you withinformationswe need to proceed.


13- What is refunded when I return an item?

When you return an entire order you will be refunded the price of the item paid at the time ofpurchase,and the delivery charges. When you return less than the entire order you will be refunded just the price of the items returned and the pro rata of the delivery charges.