Shipping policy

This Shipping Policy explains how MOKURRA processes, dispatches and delivers orders placed on mokurra.com. It applies to all orders shipped to the United Kingdom. Our shipping terms, our Google Merchant Center settings and the costs shown at checkout are kept identical so that you always know exactly what you will pay and when your order will arrive.

Where we ship
MOKURRA currently ships to addresses within the United Kingdom only. We do not ship to any other country at this time. If you place an order with a delivery address outside the United Kingdom, we will be unable to fulfil it and will issue a full refund.

Carrier
All orders are delivered by UPS. You will receive a tracking number by email once your order has been dispatched.

Shipping costs
Shipping is free of charge on every order delivered within the United Kingdom. The price shown at checkout is the final price. You will not be asked to pay any additional shipping, handling, customs or import charges on delivery.

Order processing and delivery times
We state handling time (the time before your order leaves our fulfilment centre) separately from transit time (the time in the carrier network), as follows:

  • Handling time: 2 business days (Monday to Friday)
  • Transit time: 5 to 12 business days (Monday to Friday)
  • Total estimated delivery: 7 to 14 business days (Monday to Friday)
  • Shipping cost: Free
  • Carrier: UPS

All timeframes are given in business days (Monday to Friday) and exclude weekends and public holidays. Orders placed after 18:00, or on a weekend or public holiday, are processed on the next business day.

How your order is fulfilled
Orders are prepared and dispatched from our fulfilment centre and logistics hub. MOKURRA is responsible for fulfilling your order, for the delivery timeframes set out above and for handling any issue with your delivery. You deal only with MOKURRA from order to delivery.

Tracking your order
When your order is dispatched, we send a confirmation email containing your tracking number and a link to follow your parcel. If you have not received tracking information within the handling time stated above, please contact us and we will look into it straight away.

Delayed, missing or incomplete orders
If your order has not arrived within the total estimated delivery time, please contact us at contact@mokurra.com. We will open an enquiry with UPS, keep you updated, and either locate your parcel or arrange a replacement or full refund.

If your order arrives incomplete and is split across more than one parcel, the items may arrive on different days. If any item is still missing after the full delivery window, contact us with your order number and we will resolve it, including by sending the missing item or refunding it.

If your order arrives damaged, please contact us within 48 hours of delivery with your order number and photographs of the damage. We will arrange a replacement or a full refund at no cost to you. Please see our Refund Policy for the full process.

Incorrect delivery address
Please make sure your delivery address is correct at checkout. We cannot be held responsible for orders delayed or lost because of an incorrect or incomplete address supplied by the customer. If you notice a mistake, contact us within 24 hours of placing your order and we will do our best to correct it before dispatch.

Contact us
If you have any questions about this policy, please contact MOKURRA using the details below. We aim to reply to all enquiries within 24 working hours.

  • Trading name: MOKURRA
  • Registered business: Silavann-john LIM (SNL.CF)
  • Email: contact@mokurra.com
  • Telephone: +44 1202 080175
  • Customer service hours: Monday to Friday, 10:00 to 18:00 (GMT/BST). Closed on Saturdays, Sundays and public holidays.
  • Registered office: 10 RUE DE LA PAIX, 75002 PARIS, FRANCE

This Shipping Policy should be read together with our Refund Policy, Payment Policy, Terms of Service and Privacy Policy, all available at mokurra.com.