FAQ
How do I return or exchange an item?
Refunds and exchanges are accepted within 14 days. We are only able to accept returns and provide refunds for those orders placed on our website. Items pre-ordered or bespoke are non refundable. Items returned must be in it's original condition unworn, undamaged sent in original packaging. Please send an email describing the defects with the items to info@mocaro.co.uk within 48 hours of receipt. Please note that postage costs are non-refundable.
We kindly advise using a tracked return method, such as Royal Mail recorded delivery or Special Delivery, as we are unable to take responsibility for lost returns.
Return Address:
MOCARO
41 Whitcomb Street
West End
London
WC2H 7DT
How long does a order take to process?
Orders can take from 3 to 5 working days. Purchases placed on weekends and public holidays will be dispatched on the next working day.
Delivery
All items are are delivered via Royal Mail.
United Kingdom - Royal Mail Tracked: 3-5 working days - Complimentary Delivery.
Europe - Royal Mail Tracked Delivery: 5 to 7 working days
The right address
Please ensure you fill out all delivery information correctly to avoid delays. If contact information is incorrect, we cannot guarantee your order reaches you in time.
How can I return or exchange an item purchased from a pop-up boutique store?
Refunds and exchanges are accepted within 14 days. Returned items must be in their original condition—unworn, undamaged, and sent in their original packaging. If your item is defective, please email a description of the issue along with the purchase location to info@mocaro.co.uk. Please note that postage costs are non-refundable.
How do I track my parcel?
All our deliveries can be tracked. you will receive a tracking link in your shipping confirmation. Should you need further assistance, please contact us via email at info@mocaro.co.uk and we will be happy to provide the necessary information.
Can I book a consultation for bespoke items?
Yes, you can book a one-to-one consultation for bespoke items at our central London studio. During your appointment, you'll have the opportunity to discuss your budget and requirements with our client adviser or designer. This includes exploring initial ideas, sketches, colours, precious metals, fabrics, and other key details to bring your vision to life.
What is the waiting period for bespoke items?
Please allow 3-6 weeks before delivery. All of our items bespoke receive a complimentary gift wrap.
How do I clean my leather accessories embellished with metals?
In order to clean your mocaro leather accessories please avoid contact with oil based products. We advise the use of a mild leather cleaning product along with a micro fiber cloth. However, if stains occur please consult a professional leather cleaner.
How do I clean my silk accessories embellished with precious metals?
In order to clean your mocaro silk accessories, please see care label in item.We recommend using a soft jewelry microfiber polishing cloth to care for the precious metal.
Availability of stock
Availability of stock are displayed though the store. If an item is temporarily out of stock you will be notified.
