Store Policy / Terms of Service
✿ Terms of Service:
We do not accept returns or exchanges on any items. If there is any issue with your order please contact mokapuffshop@gmail.com within 2 weeks of receiving your package and I will do my best to remedy the situation. Mokapuff is unable to accept/issue refunds beyond the 2 week mark so please contact immediately if any issue arises with your order.
Please keep in mind that buyers are entirely responsible for all customs/import fees that may arise from your destination country. If you do not pay these fees, Mokapuff is not responsible for reimbursing your order.
Once the tracking number is sent out, the buyer is entirely responsible for tracking the package and picking it up on time if it ends up being held by a local post office. As a seller, I cannot keep track of every customer’s tracking whereabouts or notify each individual of their tracking status as that is in the hands of the courier/postal service. If the buyer fails to pick up their package in time, the items will be destroyed by the postal service so please monitor your tracking number closely to avoid this situation! If the buyer would like a new package re-made and re-shipped, they will have to pay a re-shipment fee and cover the full cost of a new parcel.
The buyer is entirely responsible for inputting the correct shipping address upon ordering. Please ensure that you include all necessary details such as your apartment or unit number, otherwise the parcel will be deemed undeliverable at the courier's discretion. If the buyer would like a new package re-made and re-shipped, they will have to pay a re-shipment fee and cover the full cost of a new parcel.
✿ Order Cancellation Policy:
✿ Preorder Cancellation Policy:
Cancellation of preorders past the 24 hour mark of order placement will incur a 10% processing fee based on the total order value.
Shipping delays, production delays, and other logistics, production, or distribution factors outside of our control will not serve as reason to circumvent this policy.
Frequently asked questions
✿ Shipping Policy / When are orders sent out?
Each individual piece is made to order! It can take anywhere between 1-3 weeks for me to get your shipment out as I run this shop solo! As I am only one pair of hands operating every aspect of this small business, your patience is greatly appreciated!
For [PREORDERS], please read the individual item descriptions to see the estimated shipping timeline prior to placing your order.
✿ Why is my order taking so long to arrive?
There is always the possibility that some shipments may be delayed due to unforeseen circumstances. Once I hand off your package to the shipping courier, the shipping process is completely out of my hands so your patience is greatly appreciated! Please refer to the tracking number sent to your email for all shipping updates!
✿ Can I add something to my existing order?
Yes if your order has not shipped out yet and you would like to add another item or more please email me at mokapuffshop@gmail.com and I can invoice you for the additional item(s).
✿ What if I have a question about my order?
Feel free to email me anytime if you have any questions or concerns. I won't be able to reply to direct messages on socials as my inboxes are usually flooded with spam.
✿ Do you make everything yourself?
Yes! I run every aspect of this shop solo. From designing each individual piece, hand-making the jewelry, material sourcing, graphic design, website design, content curation, social media, packaging, customer service, packing orders, and shipping fulfillment. This is a small business and one-woman show. I appreciate your patience!
✿ What if my item is damaged in shipping?
I do my best to quality check everything before dispatch. However, if anything is defective or damaged please contact me within the first 2 weeks of receiving and I will be happy to work out a solution with you.