FAQ
MOKURRA — Frequently Asked Questions
Everything you need to know before and after you order. If your question is not answered here, email contact@mokurra.com and we will reply within 24 hours.
Last updated: 1 July 2026 · Version 1.1
Ordering & payment
Which payment methods do you accept? We accept Visa, Mastercard, American Express, Klarna, Shop Pay, PayPal and Apple Pay. All transactions are processed in GBP (£).
Is my payment secure? Yes. Payments are handled by Shopify Payments and PCI-DSS compliant providers over encrypted connections. We never see or store your full card number or security code.
When am I charged? Payment is taken when you place your order. If we cannot fulfil it, we refund any amount already taken to your original payment method.
Can I change or cancel my order? You can cancel an order that has not yet been dispatched by contacting us as soon as possible. Your right to cancel after delivery is set out in our Returns & Refund Policy.
Will I pay extra taxes or customs charges on delivery? No. Your order ships on a Delivered Duty Paid (DDP) basis. The price at checkout is final, with nothing extra to pay on delivery.
Shipping & delivery
Where do you ship? We ship to addresses within the United Kingdom only. Orders with a delivery address outside the UK cannot be processed.
How much does delivery cost? Delivery is free on all UK orders. The price shown at checkout is the final price you pay.
How long will my order take to arrive? Handling takes 2 business days, and transit takes 5–12 business days. Total estimated delivery is 7–14 business days (Monday to Friday).
What counts as a business day? Business days are Monday to Friday. Saturdays, Sundays and UK public holidays are not counted.
Who delivers my order? All orders are dispatched from our fulfilment centre and delivered by UPS.
How do I track my order? Once your order is dispatched, we email you a UPS tracking number and link. If you have no tracking within 2 business days of ordering, contact us.
My order is late — what should I do? If your order has not arrived within the total estimated delivery window, contact us. We will open an enquiry with UPS on your behalf.
My parcel is marked delivered but I have not received it. Contact us within 7 days and we will investigate with the carrier.
Returns & refunds
Can I return an item? Yes. You have 30 days from receiving your order to request a return. Change-of-mind returns receive a full refund of the item price, with no restocking fee.
Who pays for return postage? For a change of mind, you arrange and pay for return postage. For faulty, damaged, wrong or lost items, we cover the return cost.
How do I start a return? Email contact@mokurra.com or call +44 1202 080175 with your order number and reason. Please wait for authorisation before sending anything back.
Do you have a return address I can use directly? We confirm the return address once your return is authorised. Please do not send items back before then.
What if my item arrives damaged, faulty or wrong? Email us within 30 days with your order number and a photograph. We will arrange a replacement or a full refund at no cost to you.
When will I receive my refund? We refund within 7–10 business days after we receive and inspect your returned item. Refunds go to your original payment method.
Are any items non-returnable? Clearance and final-sale items are not eligible for return, except where they are faulty. Made-to-order items may be excluded where stated on the product page.
Warranty
Do your products come with a warranty? Yes. We provide a 1-year limited warranty against manufacturing defects. The full terms are in our Terms of Service.
How do I register my warranty? Register within 30 days of receiving your product. Email contact@mokurra.com with your order number and the product name.
How do I make a warranty claim? Email contact@mokurra.com with your order number and photographs of the issue. We will repair or replace the item at our discretion.
Does the warranty affect my legal rights? No. The warranty is offered in addition to your rights under the Consumer Rights Act 2015, which remain fully available to you.
Products & materials
How do I know what a product is made of? The exact material of every item is stated on its product page. Please read it carefully before ordering.
Why does the wood look slightly different from the photos? Many of our pieces use natural wood, so grain and tone vary from piece to piece. The exact material of each item is on its product page, and colours can vary slightly by screen.
Is assembly required? Where assembly applies, the details are given on the product page. Please check the page before you order.
Contact
How do I contact you? Email contact@mokurra.com or call +44 1202 080175. We reply within 24 hours during our service hours.
What are your service hours? Monday to Friday, 10:00–18:00 (GMT, London). Closed Saturdays, Sundays and public holidays.