TERMS & CONDITIONS
Return & Exchange Policy
Customer satisfaction is on the top of our minds. If for any reason you are not completely satisfied with your purchase from MOCHA Online Store, we offer a one-off free exchange (except the shipping cost) service. Exchange can only processed through MOCHA Online Store and refund is not applicable for online service.
Please note that you have to notify us within 7 days from the date of order arrival for processing the exchange of the item(s). Therefore, you are suggested to contact our Customer Support about your return as soon as received the order.
Our professional team will soon inspect all exchanged goods upon arrival. All items must be returned in unused condition in original packaging and exchange only one time per receipt. If return items are not in original condition, outside of this time frame or unauthorised, exchange request cannot be accepted.
Instructions for Exchange
If you decide to return your item for an exchange, please contact our Customer Service via telephone or email first.
For all exchange orders via MOCHA Online Store, please follow these steps to organise your return:
Please fill in our exchange form and send it back to us. You must complete the form and sent it back to us before returning.
You will receive a confirmation from us via email. Exchange Instruction will be provided in email as well. Please read it carefully.
Please pack item(s) with original packing and invoices in the parcel.
Please send the item(s) you wish to return to us within 7 days.
The MOCHA Online Store
20/F, Wing Kwok Centre,
182 Woosung Street, Jordan
Kowloon, Hong Kong
Please note that customer should bear the shipping cost for returning the item to MOCHA and be responsible for the safety of the delivery.
Upon receipt of the return and confirmation of its original condition, we will promptly process the exchange. We will deliver the new item to the address of your original order within 2 to 5 working days.
You will be notified by email when we received your shipment and after we have started your exchange process.
As a retail business, our prices change in response to trends, stock and demand from the consumer. As such we are not guaranteed to exchange your wish item(s).
Repair terms and condition
Mocha Jewellery accepts no liability in respect of any and all jewellery repairs, delays arising from jewellery repairs, and all such repairs, which we note are at the customer’s risk.
We accept no responsibility for gemstones that are chipped, cracked, fractured, damaged or not authentic, or where such an item is discovered during the course of the repair to be chipped, cracked, fractured, damaged or not authentic, or for gemstones that become loose during the repair undertaken.
Any guarantee noted on your repair does not include damage or issues that arise from wear, accidental damage, misuse or abuse.