Hoodie in White

Shipping Continents: Europe, North America

Shipping Countries: United Kingdom (UK), Poland, Croatia, Hungary, Lithuania, Luxembourg, Latvia, Malta, Netherlands, Finland, Greece, Portugal, Romania, Sweden, Slovenia, Slovakia, Italy, Ireland, France, Spain, Estonia, Denmark, Germany, Czech Republic, Bulgaria, Belgium, Austria, United States (US), Canada

Ready to ship in 1-3 business days

UK
Standard delivery is £4.95 for Royal Mail Tracked 48 hr delivery for all UK orders, or free for all UK mainland orders over £100. We will endeavour to ship orders over £100 with free delivery on a next day basis but this cannot be guaranteed.

Postage is £7.95 for UK orders sent via DPD. Orders for next day delivery must be placed no later than midday the day before delivery is required (orders placed on a Friday before midday will be delivered on the next working day).

Your order will be sent by either DPD, DHL, Royal Mail or one of our trusted courier partner depending on the option selected during checkout. A signature may be required when you receive your parcel. Delivery times vary but should take no longer than 1-5 working days from when we send it for standard orders or next working day for next day orders (please note next day delivery does not include Saturday or Sunday delivery).

You will receive an email update when your order has been despatched.

Europe
Postage is £15.00 for all EU orders.

Your order will be sent by either DPD, DHL or our trusted courier partner. A signature may be required when you receive your parcel. Delivery times vary but should take no longer than 1 week from when we send it.

Brexit

For customers in the EU orders will now be subject to tax and duty charges which are calculated on order value. Values vary for each country and customers should check with their local tax offices.

Before delivery you will be contacted by customs or your courier and advised how to pay these charges. If you decide not to pay these charges and the order is returned to us then the original shipping cost will not be refundable and there may be a charge for return shipping deducted from any refund.

PLEASE CHECK WHAT CHARGES ARE APPLICABLE BEFORE ORDERING.

If you need to return your order you must ensure that the return parcel is clearly marked "UK Return All Taxes & Duties Paid", if this is not done we will not be able to accept your return.

Rest of the World
Postage is £25.00 for all orders outside the EU. If you are ordering from USA or Canada please place your order via www.mochara.com for 2-4 day direct delivery.

Your order will be sent by Royal Mail or DHL or our trusted courier partner. A signature may be required when you receive your parcel. Delivery times vary but should take no longer than 2 weeks from when we send it.

Damaged Parcels
If your parcel is received damaged in any way you must notify us immediately (no later than 48 hours after receipt) with full details. Please contact us at info@mochara.co.uk or telephone us on +44 (0)7917 360521.

Please note that for all International orders we operate on a Delivered Duty Unpaid basis.

Personalised Items
Please allow up to 21 days for delivery of all personalised items.

Mochara is 100% committed to our customer’s satisfaction, we hope that you will love your purchase, however, if you do wish to return or exchange items, we will be happy to help you do so:

How To Return

Click on ‘Hassle Free Returns’ in the footer of the website or click here to start your return.
You will be asked to select return, exchange or store credit and enter your email address and order number. You should then follow the instructions on screen to arrange your return/exchange.
If you wish to return an item for a refund you will be responsible for paying the return shipping, unless you choose a store credit instead of a refund in which case your return shipping will be free of charge (applies to UK orders only). You may either choose to generate a shipping label or arrange the shipping yourself. If you choose to generate a return shipping label we will deduct the cost from your refund once we have received your item(s) back. (currently £4).
If you wish to exchange an item you will be asked to select the item you would like to exchange and the replacement item you would like to receive. Return shipping for your first exchange is free, any further exchanges under the same order will be chargeable at our standard shipping rate.
If you select store credit then your return shipping will be free of charge (applies to UK orders only). We will issue and send a Gift Card to the email on the original order for the full value of your item(s) once we have received them back.
Only UK orders will be eligible for free return shipping for an exchange or store credit. If you are returning an order for a refund or exchange from outside the UK you will be responsible for arranging and paying for the return shipping costs.
If you are returning an item from the EU you will need to clearly mark your return "UK Return All Taxes & Duties Paid", if this is not done and there are any charges to be paid it will be the customer's responsibility to pay these charges and we will not be able to accept your return until this has been done.

If you would like to arrange return shipping yourself then:

Items should be returned to us at: Mochara, Hundred End, Fairwarp, East Sussex, TN22 3BY UK.
If you are returning items over £50 you should consider using a trackable shipping service or purchasing shipping insurance. Your items remain your responsibility until they arrive back to us. Mochara will not be responsible for any customs or import duties for returns and exchanges.
All original shipping costs are non-refundable.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all the original tags attached. All items must be unmarked by make-up and/or animal hair, unworn and unwashed.

To complete your return, we require your order number and email address.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected your refund will be processed, less any shipping cost if you have chosen to generate a return shipping label.

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@mochara.co.uk

Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless faulty, we will be happy to offer you an exchange on any item.

Exchanges
Any exchanges will be processed within 14 working days of receipt of item. Shipping for a first exchange will be free of charge, any subsequent exchanges for the same items will be charged at the standard shipping fee.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Faulty Items
Mochara endeavours to manufacture and sell products of the highest quality, however occasionally there may be a manufacturing defect due to the technical nature of some of the products.

If you believe that your purchase if faulty please email us at shop@mochara.co.uk with details of the issue, should there be a genuine defect we will refund or exchange the product.

We cannot refund or replace items that have not been used and washed in accordance with our instructions. Items that have been purchased over 6 months ago cannot be refunded or replaced as this is deemed fair wear and tear.

Personalised Items
We are unable to offer any refunds on personalised items unless they are faulty. Please ensure when ordering that you double check your order thoroughly. We are happy to assist or advise on font styles, colours etc.

Brexit

If you are returning an item from the EU you will need to clearly mark your return "UK Return All Taxes & Duties Paid", if this is not done and there are any charges to be paid it will be the customer's responsibility to pay these charges and we will not be able to accept your return until this has been done.