SHIPPING, CUSTOMS, IMPORT DUTY & RETURNS
SHIPPING POLICY
At MOGOKË Jewelry, we strive to deliver your orders with the utmost care and efficiency, ensuring they reach you in perfect condition and on time. Here's what you can expect from our delivery process:
Order Processing: Upon receiving your order, our team works diligently to process it swiftly. Orders are typically processed and dispatched within 14 days, excluding weekends and holidays.
Shipping Options: We offer a range of shipping options to accommodate your needs, including standard and expedited delivery. Shipping costs and estimated delivery times vary depending on your location and chosen shipping method.
Tracking Information: Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information. This allows you to monitor the progress of your delivery and estimate its arrival.
International Shipping: For international orders, please note that delivery times may vary due to customs clearance procedures and local postal services. We appreciate your patience and understanding during this process.
Delivery Address: Please ensure that the delivery address provided at checkout is accurate and complete to avoid any delays or delivery issues. We are not responsible for orders lost or delayed due to incorrect address information provided by the customer.
Signature Requirement: Some orders may require a signature upon delivery for added security. If you are unavailable to sign for your package, the courier may leave a delivery notification with instructions on how to reschedule delivery or collect your package from a nearby location.
Delivery Exceptions: While we strive to meet estimated delivery times, unforeseen circumstances such as extreme weather conditions or carrier delays may impact the delivery schedule. In such cases, we will work closely with our shipping partners to resolve any issues and keep you informed of any delays.
Delivery Charges: Shipping costs are calculated based on the weight of your order, your location, and the chosen shipping method. Shipping charges will be displayed at checkout before you complete your purchase.
If you have any questions or concerns regarding our delivery policy or need assistance with your order, please don't hesitate to contact our friendly customer service team. Your satisfaction is our top priority, and we're here to ensure your shopping experience with MOGOKË Jewelry is nothing short of exceptional.
CUSTOMS & IMPORT DUTY
As you embark on your journey with MOGOKË Jewelry, we want to ensure a seamless experience from start to finish. When your treasured pieces travel beyond Thailand, please be aware that your country's customs policies may require the payment of import duties and taxes upon delivery.
While we cannot control these charges, we're here to guide you through the process and answer any questions you may have. Your satisfaction is our priority, and we're committed to making your international shopping experience as delightful as possible.
Should you need assistance or further clarification regarding customs and import charges, our dedicated customer service team is just a message away.
RETURN POLICY
Refund & Exchange Policy for Bespoke and Curated Jewelry Orders
Bespoke Jewelry Orders: Due to the personalized nature of bespoke jewelry, refunds are generally not available once production has commenced. Deposits made for bespoke orders are considered non-refundable, as they cover initial design consultations, materials procurement, and production planning.
Cancellation During Production: If a customer wishes to cancel their bespoke jewelry order after production has begun, MOGOKË Jewelry will wait for a maximum of one month for the customer to pay off the remaining balance upon completion of the piece. During this one-month period, no additional charges or penalties will be applied.
Completion and Payment: Upon completion of a bespoke jewelry piece, customers are required to pay the remaining balance within the agreed-upon timeframe. Failure to do so may result in the forfeiture of the deposit, and the order may be considered canceled.
Curated Jewelry Orders: Only exchanges are available for curated jewelry items within a specified return period, typically 30 days from the date of purchase. Items must be returned in their original condition, unworn, and with all original packaging and tags intact.
For exchanges of items with lesser value, a 15% restocking fee applies, while no fee is charged for exchanges of items of equal or higher value.
Exchange Process: To request an exchange for a curated jewelry order, customers must contact MOGOKË Jewelry's customer service team to initiate the return process. Exchanges will be issued as store credit for a life time period.
Exceptions: Refunds are not available for bespoke jewelry orders due to their customized nature, except in cases of manufacturing defects or errors. In such instances, customers must notify MOGOKË Jewelry's customer service team within 3-5 days to arrange for a replacement.
Damaged or Defective Items: If a curated or bespoke jewelry item is received in damaged or defective condition, customers must contact MOGOKË Jewelry's customer service team immediately to report the issue and request a replacement.
**Unboxing Video Requirement for Damaged or Defective Items**
1. **Video Documentation**: Upon receiving a curated or bespoke jewelry item, customers must take an unedited video while unboxing the package. This video serves as proof in the event of any damage or defects found in the item.
2. **Unboxing Process**: The unboxing video should clearly show the external packaging being opened and the item being removed from its packaging. It should capture the condition of the item, including any visible damage or defects.
3. **Required Procedure**: Failure to provide an unboxing video may result in the inability to process a refund or replacement for damaged or defective items. The video serves as essential evidence to support the customer's claim and facilitate a resolution.
4. **Reporting Damages**: If any damage or defects are discovered during the unboxing process, customers must promptly report the issue to MOGOKË Jewelry's customer service team. Along with the video documentation, a detailed description of the damage or defect should be provided.
5. **Resolution Process**: Upon receipt of the unboxing video and the customer's report of damages or defects, MOGOKË Jewelry will assess the situation and work with the customer to resolve the issue. This may involve issuing a replacement, providing a refund, or offering an alternative solution, depending on the circumstances.
6. **Policy Enforcement**: The requirement for an unboxing video is enforced to ensure transparency and accuracy in assessing damage or defects. It is essential for both the customer and MOGOKË Jewelry to uphold this requirement to facilitate a fair resolution process.
7. **Customer Cooperation**: Customers are encouraged to cooperate fully with this requirement and provide the necessary video documentation as outlined. This helps streamline the resolution process and ensures a swift and satisfactory outcome for all parties involved.
Return packages must be shipped prepaid using a trackable and insured service for a smooth processing experience.
Policy Updates: MOGOKË Jewelry reserves the right to update or modify this refund policy at any time without prior notice. Customers are encouraged to review the refund policy periodically for any changes or updates.
CANCELLATION POLICY FOR BESPOKE JEWELLERY
We understand that circumstances may change, and customers may need to cancel their bespoke jewelry orders during the production process. However, due to the personalized nature of bespoke pieces, cancellations are generally not possible once production has commenced, and deposits are considered non-refundable.
In the event that a customer wishes to cancel their bespoke jewelry order after production has begun, MOGOKË Jewelry will wait for a maximum of one month for the customer to pay off the remaining balance upon completion of the piece. During this one-month period, no additional charges or penalties will be applied.
After the one-month grace period has elapsed without the remaining balance being paid, MOGOKË Jewelry reserves the right to retain the deposit and consider the order canceled. The bespoke piece may then be made available for sale to other customers, and the deposit will not be refunded.
We appreciate your understanding of our cancellation policy and encourage customers to communicate any changes or concerns regarding their bespoke orders as soon as possible. Please contact our customer service team for further assistance or clarification regarding cancellations and payment terms.
By placing an order with MOGOKË Jewelry, you acknowledge and agree to abide by this refund policy. If you have any questions or concerns regarding refunds for bespoke or curated jewelry orders, please contact our customer service team for assistance.