Shipping & returns
Free shipping, and 14 days to decide
Free shipping on every order, wherever you are. 14 days to change your mind, and a real person at the other end of every email.
Shipping, everywhere
No minimum to reach and no handling fee at checkout. The shipping cost is already included in the price of each piece. The price on the piece is the price you pay.
Business days to leave
Orders are processed within 1–3 business days. Nothing moves on weekends or public holidays.
Days to change your mind
Write to us first and we'll send you the return address in Spain. Return shipping is paid by the customer, unless the piece arrived damaged or isn't what you ordered.
Shipping
How your piece gets to you
How much does shipping cost?
Nothing. Shipping is free on every order, to every country we ship to. The shipping cost is already included in the price of each piece. There is no minimum to reach and no handling fee at checkout: the price you see on the piece is the price you pay.
When does my order leave?
Orders are processed within 1–3 business days. We don't process, ship or deliver on weekends or public holidays, so an order placed late on a Friday starts moving on Monday.
How long will it take to arrive?
Every piece ships from a partner workshop or supplier overseas. It usually arrives 7–20 business days after dispatch. Delivery times are estimates, not guarantees.
Will I get tracking?
Yes. You'll get an email with a tracking number as soon as your order ships. Tracking can take a day or two to start updating once the carrier scans the parcel.
Can one order arrive in several parcels?
Yes. If you buy more than one piece they may be made in different workshops, so they can travel separately and arrive on different days. There is never an extra charge for that.
Where do you ship?
We ship worldwide and shipping is free everywhere. Delivery times vary with customs clearance in your country.
What about customs and import duties?
Any duties or import taxes charged by your country are not included in the price and are the recipient's responsibility.
My order is late, or hasn't arrived.
If the estimated window has passed, write to us at info@mokaylabs.com and we'll chase it with the carrier.
Returns
If it isn't right, it goes back
Can I return something?
You have 14 days from delivery to return a piece. Write to us first and we'll send you the return address in Spain. Return shipping is paid by the customer, unless the piece arrived damaged or isn't what you ordered.
Mine arrived damaged. What now?
Send us a photo within seven days of delivery and we will replace the piece or refund you, whichever you prefer. There is no need to ship the broken one back.
When will I see the refund?
As soon as the piece is back with us we start the refund, and it lands on your original payment method within a few business days, depending on your bank.
Still not sure
Ask before you buy, not after
Can you tell me the exact size or weight?
Every piece lists its measurements and weight on its own page, under The detail. If something is missing or you need it in different units, write to us and we'll measure it again.
Can I ask for a photo of the actual piece?
Ask and we'll do what we can. Because each one is finished by hand, we can't always promise the exact piece that ships is the one photographed — but we can tell you how much they vary.
Something else?
Write to info@mokaylabs.com and a person will answer, usually within one working day.
Still have a question?
Write to us and a person will answer, usually within one working day.