Shipping policy

ORDER PROCESSING:

Once you place an order, you will receive an order confirmation email with your order details. This means we have received your order and are preparing it for processing.

  • Orders are processed Monday through Friday, between 9:00 AM and 5:00 PM (local time), excluding weekends and holidays.
  • Orders placed after business hours or on weekends will begin processing the next business day.
  • Please allow 1–2 business days to process your order before shipment. Expect an email shortly after to let you know your order is on the way!

 

ORDER MODIFICATION & CANCELLATION:

To change or cancel an order, please contact us at info@moccomade.com, within 2 hours of placing your order. After this window, the order may have already entered processing and cannot be modified or cancelled.

 

BACK ORDERS & OUT-OF-STOCK

If an item is out of stock or on back-order:

  • You will be notified via email.
  • You can choose to wait for restocking, receive a partial shipment, or cancel the item for a refund.

 

ORDER VERIFICATION

To protect against fraud, some orders may require additional verification before shipping. If this is the case, we will contact you promptly.

 

PRE-ORDERS

A pre-order allows you to purchase an item before it becomes available for general sale. This ensures you secure the product before it potentially sells out.

  • Each pre-order item will display an estimated shipping window on the product page.
  • These dates are approximate and may change due to supplier or production delays.
  • We will notify you via email if there are any significant changes to the shipping timeline.

Orders containing only pre-order items will ship once the pre-order stock becomes available.

Payment for pre-orders is charged at the time of purchase to reserve your item(s). This helps us accurately forecast demand and secure enough stock for all customers.

You may cancel or modify your pre-order within 24 hours of placing the order by contacting us at info@moccomade.com. After 24 hours, cancellations or changes are not guaranteed, as your item may already be queued for processing.

When your order is ready for delivery, you will receive an email with real-time tracking information.

 

If you have any questions about your pre-order email info@moccomade.com

 

UK MAINLAND & OFFSHORE SHIPPING

We use Royal Mail for all deliveries to provide fast and fully tracked shipping across both Mainland and Offshore UK regions.

  • UK Mainland: Includes England, Wales, Scotland, Highlands, Includes Northern Ireland.
  • UK Offshore: Scottish Highlands & Islands, Isle of Man, Isles of Scilly, Channel Islands.

Free Delivery to UK Mainland and Offshore.

Delivery to remote or offshore UK locations (e.g., Highlands, Northern Ireland, Isle of Man) may take an additional 1–2 working days and may not qualify for next-day service.

Shipping Method

Region

Estimated Delivery Time

Order Value

Cost

Royal Mail Tracked 48®

Mainland

2–3 working days

Any

Free

Royal Mail Tracked 24®

Mainland

1–2 working days

Any

Varied

Royal Mail Special Delivery Guaranteed by 1pm®

Mainland

Next working day*

Any

Varied

Royal Mail Tracked 48®

Offshore

3–5 working days

Any

Free

Royal Mail Tracked 24®

Offshore

2–3 working days

Any

Varied

Royal Mail Special Delivery Guaranteed by 1pm®

Offshore

1-2 working days

Any

Varied

*Orders placed before 2:00 PM (Mon–Fri) will be processed same-day. Orders placed after 2:00 PM will be dispatched the following working day.

 

Tracking: -

  • All Mainland shipments are tracked and include SMS/email updates from Royal Mail.
  • Mainland deliveries typically arrive between 8:00 AM – 6:00 PM, Monday to Saturday, excluding public holidays.
  • Offshore delivery times may vary slightly depending on the specific location and weather conditions.

Exceptions: -

  • Royal Mail Special Delivery Guaranteed by 1pm® and Saturday Delivery services may not be available in all offshore locations.
  • There is no confirmation of delivery for Royal Mail Tracked 24® and 48® to the Channel Islands.
  • Some offshore locations may experience delays due to ferry schedules or limited delivery days.

Missed Deliveries: -
If you miss your delivery, Royal Mail will leave a calling card and attempt redelivery or offer a convenient pickup option from a local collection point.

Need to Change Your Delivery: -

Royal Mail’s in-flight delivery options, via their mobile app, allow you to:

  • Reschedule your delivery
  • Deliver to a neighbour or safe place
  • Redirect to a local collection point


Once your order is dispatched, you will receive a Royal Mail tracking link via email or SMS, so you can follow your parcel every step of the way—including live delivery updates, delivery window and instructions on changing your delivery.

 

EU & INTERNATIONAL SHIPPING

We offer worldwide shipping using Royal Mail and their trusted delivery partners. All EU & International orders are securely packed, tracked, and handled with care from our UK base.

Shipping availability varies per product.

  • All international shipments are sent via International Tracked or International Standard
  • Orders are dispatched from the UK within 1–3 business days after processing.
  • Tracking is only provided for ‘International Tracked’ shipments.
  • Customs duties and local taxes may apply (see section after table below).

 

Region

Estimated Delivery Time

Shipping Cost

International Standard - Europe

3–5 working days

Varied

International Standard – Rest of World

6–7 working days

Varied

International Tracked - Europe

3–5 working days

Varied

International Tracked – Rest of World

5–7 working days

Varied

International Standard - Ireland

3–5 working days

From £3.40

International Tracked - Ireland

3–4 working days

From £8.00

*Shipping costs vary by weight and destination. Final shipping cost will vary per product and should be calculated at checkout.

 

CUSTOMS, DUTIES & TAXES

  • International orders may be subject to import duties, VAT, or local taxes once a shipment reaches your destination country.
  • These fees are not included in your order total and are the responsibility of the customer. Moccomade is not responsible for these charges.
  • We recommend checking your country’s import regulations before placing an order.

 

REFUNDS, RETURNS AND EXCHANGES

We accept returns up to 14 days after delivery.

For full details please refer to our Returns/Refunds Policy.

If your return is accepted, we’ll send you instructions on how and where to send your package.

UK Returns: -

  • We’ll send you a return shipping label

Returns for EU & International Orders: -

  • EU & International returns are accepted, but return shipping is at the customer's expense unless the item is damaged or incorrect.
  • Please contact us at info@moccomade.com before returning your item.

 

If you have any further questions, please don't hesitate to contact us at info@moccomade.com.