At 𝐌𝐎𝐂𝐂𝐀, we aim to ensure every order meets your expectations. If there is any issue with your purchase, eligible return or exchange requests may be considered in accordance with the conditions outlined below.
1. Return & Exchange Conditions
▪️Return or exchange requests must be submitted within 3 days of receiving your parcel (based on delivery confirmation date).
▪️All items must remain unused, unwashed, unaltered and returned with original tags and packaging intact.
▪️Only regular price items are eligible for return or exchange. The following items are strictly non-returnable and non-exchangeable:
▫️Items purchased under promotion, clearance or special price
▫️Pre-order items
▫️Items that have been worn, washed, or altered
▫️Products returned without original tags or packaging
▫️Personal preference, including dissatisfaction with fit, colour or style
▫️Certain categories such as intimate wear, accessories, or light-coloured garments
▪️Eligible return cases are limited to clear product issues such as:
▫️The item delivered does not match the confirmed order
▫️The product arrives with a clear manufacturing defect
▫️The actual measurement differs significantly from the stated size range
▫️There is an obvious product flaw affecting wearability
▪️Minor variations that do not affect functionality will not be considered valid grounds.
▪️Requests submitted after the stated period will not be accepted.
2. Return Procedure
▪️To initiate a request, customers must contact our support team and provide relevant order details along with clear visual evidence of the issue.
▫️Order details
▫️Reason for request
▫️Item(s) to be returned
▫️Clear photo or video evidence of the issue
▪️Once approved, customers are required to return the item to the provided address and share the tracking information with our team.
▪️For confirmed product defects or wrong items, return shipping costs will be covered by MOCCA and a replacement or store credit will be arranged.
▪️For other eligible cases, return shipping costs will be borne by the customer.
▪️Approved solutions may include:
▫️Replacement of the same item (subject to availability)
▫️Issuance of store credit for future use
3. Important Information
▪️Each order is eligible for one return request only which should include all relevant items in a single submission.
▪️Returns must be sent using a trackable shipping service.
▪️𝐌𝐎𝐂𝐂𝐀 is not responsible for any loss or delay of parcels during return transit.
▪️Refunds in cash are not offered. Eligible resolutions are limited to exchange or store credit.
