Frequently Asked Questions

Welcome to the Collections by Moke FAQ section! Below, you’ll find answers to common questions about shopping, shipping, returns, and more. If your question isn’t answered here, feel free to contact us.

1. Ordering

Can I change or cancel my order?

You can change or cancel your order only if it hasn’t entered the production phase. Contact us as soon as possible at hello@collectionsbymoke.com for assistance.

Do you accept custom designs?

Yes, we offer custom design services to bring your ideas to life. However, please note that custom-designed items cannot be returned or refunded. Double-check your design before placing an order.

2. Shipping

How long does order processing take?

Order processing typically takes 2 - 5 business days, depending on the product and order volume.

What are the shipping rates?

Shipping rates are determined by our third-party supplier and vary based on your location and order size. Rates are calculated and displayed at checkout.

How long does shipping take?

  • UK: 5-15 business days]
  • International: 5-15 business days]

Please note that delivery times are estimates and may vary due to customs or carrier delays.

Can I track my order?

Yes! Once your order is shipped, you will receive a confirmation email with a tracking number to monitor your delivery.

3. Returns and Refunds

Can I return an item?

Non-customized items can be returned within 14 days of receiving your order. Items must be unused, unworn, and in their original condition. Customized items are non-returnable and non-refundable.

How do I return an item?

Contact us at hello@collectionsbymoke.com to initiate a return. You’ll receive instructions on where to send your item. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.

When will I receive my refund?

Once your returned item is received and inspected, refunds will be processed to your original payment method within 20 business days.

What if my item is damaged or defective?

If your item arrives damaged or defective, contact us within 7 days with your order number and photos of the damage. We will work with our supplier to resolve the issue.

4. Payments

Is my payment secure?

Absolutely! Your payment is processed using advanced security measures to ensure a safe and secure checkout experience.

What payment methods do you accept?

We accept major credit cards, PayPal, etc..

5. Discounts and Coupons

Do you offer discounts?

Yes! We frequently offer discounts and coupons to help you save on your purchases. Keep an eye on our website or sign up for our newsletter to stay updated.

6. General Questions

Who handles your production and shipping?

We partner with a third-party supplier who fulfills orders and ships directly to our customers.

Do you ship internationally?

Yes, we offer international shipping. Please note that customs fees and duties may apply, and these are the responsibility of the customer.

What happens if I refuse to pay customs fees?

Orders returned due to refusal to pay customs fees will not be refunded.

Contact Us

If you have additional questions, don’t hesitate to reach out to us:

Email: hello@collectionsbymoke.com
Address: 82A James Carter Road, Mildenhall, Suffolk, ENG, IP28 7DE, GB.

We’re here to help make your shopping experience seamless and enjoyable!