Shipping policy

Shipping Policy

Last Updated: July 21, 2026

Thank you for shopping with Moka. We are committed to delivering your order as quickly and safely as possible. Please read our Shipping Policy below before placing an order.

Order Processing

  • Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays).
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • During peak periods, promotions, or holidays, processing times may be slightly longer.

Once your order has been dispatched, you will receive a confirmation email with your tracking information (where available).

Shipping Times

Estimated delivery times are:

  • United Kingdom: 4–8 business days
  • Europe: 5–10 business days
  • United States & Canada: 6–12 business days
  • Australia & New Zealand: 7–14 business days
  • Rest of the World: 7–15 business days

Please note that these are estimated delivery times and are not guaranteed.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery location and selected shipping method.

From time to time, we may offer free shipping promotions. Any applicable free shipping offer will be displayed on our website.

Order Tracking

Once your order has been shipped, you will receive a tracking number via email (where available).

Tracking information may take up to 48 hours to update after your order has been dispatched.

Delays

While we strive to deliver every order on time, delays may occur due to circumstances beyond our control, including:

  • Customs inspections
  • Courier delays
  • Severe weather conditions
  • Public holidays
  • High shipping volumes
  • Incorrect or incomplete delivery information provided by the customer

We appreciate your patience if your order is delayed.

Customs, Duties & Taxes

For international orders, customs duties, import taxes, or other local fees may apply depending on your country's regulations.

These charges are the responsibility of the customer unless otherwise stated at checkout.

Incorrect Shipping Information

Please ensure that your shipping address is accurate before placing your order.

We are not responsible for orders shipped to an incorrect address provided by the customer.

If you notice an error, please contact us immediately at hello@joinmoka.com. We will do our best to update your order before it is dispatched, but we cannot guarantee changes once processing has begun.

Lost or Stolen Packages

If your tracking information indicates that your package has been delivered but you have not received it, please:

  • Check with household members or neighbours.
  • Contact your local courier.
  • Reach out to us at hello@joinmoka.com.

We will assist you in investigating the issue; however, we cannot guarantee reimbursement for packages confirmed as delivered by the shipping carrier.

Damaged Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery at hello@joinmoka.com with:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged or incorrect item

We will review your request and provide a replacement, refund, or another appropriate resolution where applicable.

Order Changes & Cancellations

If you need to change or cancel your order, please contact us as soon as possible at hello@joinmoka.com.

Once an order has been processed or shipped, we may not be able to make changes or cancel it.

Contact Us

If you have any questions about shipping or your order, please contact us:

Moka

Operated by Vortec LLC LTD

Email: hello@joinmoka.com