All orders are shipped from our warehouse in Frankfurt, Germany — using DHL or UPS (U.S. Orders).

Our processing time is 2-4 business days. We are a small team, so please respect that our handling time can sometimes take longer than expected. 

All orders will be shipped with a tracking number which is emailed to you once your label is created. 

All international orders take 10+ days transportation (except orders to the U.S. 3-7 days). Mocha is not responsible for any taxes or duties incurred. 

 

RETURN POLICY

Free return shipping if we’ve sent you the wrong item/size or your product arrived damaged. 

Please note that incomplete or incorrect shipping address may result in your parcel being returned or abandoned.

 

I. RIGHT OF WITHDRAWAL (WIDERRUFSRECHT)

Customers have the right to cancel their purchase within 14 days of receiving the goods without providing a reason. 

 

2. RETURN CONDITIONS

Items must be unused, unworn, and in original condition (tags attached, original packaging).

Certain items may be excluded from returns, such as Made To Order items & GIFT CARDS.

 

3. RETURN PROCESS

Customers must inform in writing via email before sending back items.

The customer is responsible to cover return shipping costs unless the product is defective or incorrect.

Refunds will be processed within 14 days after receiving the returned goods.

 

4. REFUNDS & EXCHANGES

Refunds are issued to the original payment method. 

If you prefer, we can issue a store credit or exchange for the return instead of a refund. Please let us know your preference.

 

5. BUSINESS CUSTOMERS

The 14-day return right applies only to private consumers (B2C). Business customers (B2B) do not have the same automatic rights.

 

Please note that incomplete or incorrect shipping address may result in your parcel being returned or abandoned.

Any return shipping fees or loss of item is to be covered by the customer if this occurs. 

Surprise boxes cannot be returned. 

If you have any hesitations about your size, please leave a note for us at checkout. 

Feel free to contact us via info@mocha.es if you have any other queries. 

 

HOW TO RETURN AN ITEM 

If you’re not satisfied with your purchase, you can return items within 14 days of receiving them.

 

1. Contact us at info@mocha.es to request a return by providing your order number and reason for your return.

2. Pack the item in its original condition (including tags and packaging). Make sure the items are unworn, unwashed and folded. Feel free to re-use our packaging to ship your return package.

3. Choose your preferred shipping company (DHL or UPS preferred) and send it back to our return address which will be emailed to you. 

4. Once received, we will process your refund within 14 days if followed the return instructions correctly.

 

WE ENCOURAGE YOU TO CHOOSE YOUR ITEMS CAREFULLY TO AVOID UNNECESSARY RETURN SHIPMENTS.