Returns & Exchanges
We want every pair to feel right. Here is how to request help when your order is not what you expected.
Contact us promptly after receiving your order. Eligibility is confirmed after our team reviews the product condition, order details, and reason for the request.
Contact us
Share your order number, the reason for your request, and clear product photographs through WhatsApp or email.
Receive approval
Our team will review the request and provide return instructions if the product is eligible.
Send the product
Pack the unworn product securely with its original packaging and send it using the instructions provided.
Eligible items
- Unworn and unused products in resalable condition
- Products returned with original packaging and accessories
- Incorrect or damaged items reported promptly with evidence
- Size exchanges approved by the Mochizar team
Items not eligible
- Products showing wear, marks, odour, alteration, or damage after delivery
- Customized or specially made orders unless faulty
- Items returned without prior approval
- Requests made outside the communicated eligibility period
Exchange delivery costs
For size or preference exchanges, the customer may be responsible for return and replacement delivery charges. If Mochizar sent an incorrect or verified defective item, we will explain the available resolution.
Refunds
When a refund is approved, it is processed using the available agreed method after inspection. Original shipping charges and transaction fees may be non-refundable unless the order was incorrect or defective.
Start a request
Call or WhatsApp 0345 5561177, or email Mochizarofficial@gmail.com with your order number.
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