FAQs

ACCOUNT

Forgot Your Password?

If you cannot remember your password, you can recover it easily on the Front Page.

LOG IN → FORGOT PASSWORD → Enter your registered e-mail address. We will send you an email with a reset link that will allow you to create a new password.

ORDERS

What Size Should I Choose?

You can follow up the Size Help on each product page to choose the fit size for yourself.

How Do I Track The Status Of My Order?

You can check the order status on your account at any time.

What is more, when your order leaves our warehouses, we will send you an e-mail.

How Do I Cancel My Order?

You could cancel your order if it hasn’t been shipped. Just go to My Order page and find the order. Click the REFUND button and we will review your request ASAP. However, your order can no longer be cancelled once it has been fulfilled.

Can I Change My Order?

No changes can be made to an order after it has been placed. However, if you need any help, please contact our customer service team, thanks.

What Valid Payment Methods Does MOCO Accept?

Currently, we only accept PayPal payment. We will try to add more options in the future. Please stay tuned with us.

When Does MOCO Charge My Payment Account?

Since we only offer PayPal payment at this time, the payment will go through as soon as the purchase is completed.

Why Has My Order Not Been Processed?

Generally, we will send an order confirmation email to you once you place an order successfully. If you never receive one, you may contact our customer service team for help.

SHIPPING

Which Areas Do You Deliver To?

Currently, our online shop is addressed to customers from the following countries: Australia, Belarus, Belgium, Canada, Finland, France, Ireland, Italy, Japan, Kazakhstan, Korea, Lebanon, Netherlands, New Zealand, Romania, Singapore, Spain, Sweden, Switzerland, United Kingdom, Hong Kong SAR, China, Macau SAR, China.

We will try to add more options in the future. Please stay tuned with us.

What Are The Shipping Methods And Charges?

We offer FedEx Premium shipment for all orders an charge a delivery fee for each shipment according to charging standards in different regions, which is shown in the table below and will be clearly indicated during the check-out process.

Order Amount Regions Regions
Over $235 All FREE SHIPPING
Less than $235

Hong Kong/Macao

Southeast Asia

Others

FREE SHIPPING

$15

$25

How Long Does Delivery Take?

We will deliver your parcel within 2-7 business days, excluding customs processing time. During high season and Sale, delivery might take a little bit longer.

Do You Deliver To Post Office Boxes?

At this time we are unable to deliver to PO boxes or APO/ FPO addresses.

I Have Made A Mistake In My Address. How Do I Correct It?

Shipping addresses may not be changed once your order has been placed. However, you could try to cancel your order in My Orders page if it hasn't been shipped.

Why Has My Order Not Been Processed?

Generally, we will send an order confirmation email to you once you place an order successfully. If you never receive one, you may contact our customer service team for help.

RETURN&REFUND

What Is The Return Procedure?

We hope you will love everything that you order from us, but if something isn't quite right, you have the right to return your item(s) within [14] days for any wrong items or product(s) with defect. Your right of return will expire after [14] days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To be eligible for a return, your item(s) must be in the same condition that you received it/them, unworn or unused, with tags, and in its original packaging. To learn more about our return policy, you may click here.

Are Return Charges Refunded?

We offer free return service for customers who have received defective and wrong products. For other cases, you may be responsible for all return charges (return shipping fee, tax and etc.)

Are Exchanges Possible?

Please Note: We don’t offer exchange service once your order has been placed/fulfilled/delivered. However, you could contact our customer service team as soon as possible if you order hasn’t been shipped yet.

I Didn't Receive My Order, What Should I Do?

Carrier company may take contactless delivery during COVID-19 period. If you do not receive your order, please check with your neighbors or doorman first. If there are no any updates for two days after the shipping date indicated in your tracking, please feel free to contact us and our team will help you resolve this issue as soon as possible.

Please be noted that your order may be delayed during promotion or peak seasons.

I'm Missing Items From My Order, What Should I Do?

Please check if you have received an email from us that indicated your ordered item(s) is/are not available. In this case, we will refund you the corresponding amount for this item via the same payment used for the purchase. If no, please take some photos of your received package and send them to our Customer Service team together with your Order Number. We will check and get back to you as soon as possible.

Any Items Is Incorrect Or Defective, What Should I Do?

We are so sorry about this issue. We offer free returns and exchange for customers who received defective or incorrect product(s).

Please contact us as soon as possible if you are troubled with this issue.