Ir a contenido
🐰 1 Get 1 Free "PurpleCarrot" 🥕
🐰 1 Get 1 Free "PurpleCarrot" 🥕

Política de reembolso

Returns

  • Order Cancellation Refund Policy

    • If your order has not been processed, you can cancel the order within 2 hours after you complete payment by sending an email to help@mocoqueen.com with your order number, contact info, and reasons to cancel.
    • We will process your payment cancellation and refund within 10 business days.
    • If your order has been processed, please check the Return & Refund Policy below. 

     

  • Return Policy

    If your order has been processed, we provide return and refund service in the following conditions:

    • Please contact our customer service within 14 days after receiving the package, if you wish to return items.
    • Returned items must be unopened and in good condition. We do not accept items that are damaged, opened, used, or expired.

    • Please understand we do not accept returns and refunds when:

      • Items are damaged, opened, used, or expired. (Including partially opened)
      • The color/design is not what you expect/ want while the product is correct.
      • The parameters you have ordered are not suitable for your eyes while product details are specified on the product page.
      • Incorrect address/insufficient address or incorrect order quantity by mistakes buyers make.


    Return Process and Refund

    1. Please contact our customer service within 14 days after receiving the package.
    2. Provide your detailed order information including contact info, tracking number, receipt, and reasons for return. 
    3. Send back returned items to the designated address within 14 days after confirming with customer service.
    4. Upon receiving, we would check returned items' condition. If their condition meets the above requirements, we would refund them within 10 business days.

    Return Fee

    • Original shipping cost/warehouse handle cost and possible customs duty & tariff associated with the order are not refundable. 
    • It is the customers' responsibility to cover the return shipping costs.

 

Exchange

  • Unopened items with quality problems including ripped, shriveled, dried, can be exchanged.
  • Wrong items received from your original order can be exchanged.

You may still exchange unopened contacts lenses that are in the original condition and packaging, for another type or color, by contacting us within 7 days of the date of delivery.

All returns, refunds and exchanges can be converted to in-store credit for your preference.