Returns, damage & order problems
For eligible items, you have 30 days after receiving your item to request a return. Regularly discounted items are eligible for change-of-mind or other non-quality returns when the eligibility conditions in this policy are met. The exceptions below and applicable statutory rights continue to apply.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at company@mokarve.com. Please note that returns will need to be sent to the following address: Room 1202, Building B, Yuanfang Building, Beizha, Humen Town, Dongguan, Guangdong, China.
中国广东省东莞市虎门镇北栅园方大厦B栋1202
If your return is accepted, we’ll provide instructions on how and where to send your package. For non-quality returns (such as a change of mind), you must arrange and pay for the return shipping to China yourself. Please contact your shipping carrier directly for a return-shipping quote. We do not provide prepaid return shipping labels for non-quality returns. If your item is damaged, defective, or incorrect, please contact us before returning it so we can review the issue and provide instructions. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at company@mokarve.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom or personalized products and gift cards are not eligible for change-of-mind returns. If an item is damaged, defective, or incorrect, contact us so we can review the issue and provide instructions. These exclusions do not limit applicable statutory rights, including the European Union provisions below.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at company@mokarve.com.
Made-to-order sizes: 25 inches and above
These sizes are produced after ordering, including standard designs made to order, simple size changes and engraved pieces. They are not eligible for change-of-mind or other non-quality returns or refunds. This restriction does not exclude assistance for damaged, defective or incorrect items and does not limit applicable statutory rights, including the European Union provisions above. Contact company@mokarve.com before ordering to confirm specifications, production time and freight.
