Shipping policy

Shipping Policy

Effective Date: 1st October 2025
Company Name: mokehoods.com

1. Order Processing

  • Orders are processed within 1 business day after payment has been received.

  • Standard orders will take up to 28 days to be dispatched, depending on levels of stock and availability of materials

  • Custom or special-order products may require additional lead time. Estimated production times will be communicated at the time of purchase.

2. Shipping Methods & Carriers

  • We ship using DHL to the UK.

  • Available shipping options and costs will be displayed at checkout.

  • We reserve the right to choose the most suitable carrier for your order outside of the UK.

3. Shipping Rates

  • Shipping costs are calculated at checkout based on product weight, size, and destination.

  • Free shipping promotions (if applicable) apply only to standard shipping within UK.

4. Delivery Estimates

  • Delivery times are estimates only and may vary due to carrier delays, customs clearance, or other factors beyond our control.

5. International Shipping

  • We ship worldwide unless restricted by local regulations.

  • International customers are responsible for all applicable customs duties, import taxes, and fees, which are not included in the product price or shipping cost.

  • Customs clearance procedures may cause additional delays.

6. Order Tracking

  • Once your order has shipped, you will receive a confirmation email with tracking information, if you have provided sufficient contact details (email address, cell number)

  • Customers are responsible for monitoring tracking updates and arranging redelivery or pickup with the carrier if required.

7. Damaged or Lost Shipments

  • Please inspect your order upon delivery. If items are damaged, defective, or incorrect, notify us within 3–5 business days of delivery with photos of the product.  

  • Lost shipments will be investigated with the carrier. Replacements or refunds will be issued at our discretion once the claim is resolved.

8. Refused or Undeliverable Orders

  • If an order is refused or undeliverable due to incorrect address information provided by the customer, the customer will be responsible for reshipping costs and any applicable fees.