Exchanges & Returns
MOCALMO offers free returns within the U.S. This means that we cover the shipping costs for your returns. We have a 14-day return window policy, so you have 14 days after receiving your shoes to request a return.
To be eligible for a return, your shoes must be in the same condition that you received them in - unworn and unused - with tags, and in their original packaging.
To start a return, you can either request it directly on your MOCALMO account or contact us at firstname.lastname@example.org. We’ll then send you a pre-paid return shipping label to send your package back to us. You will not receive a refund if you send back the shoes to us without first requesting a return.
You can always contact us with any questions at email@example.com.
Damages and issues
Please inspect your order upon receiving it and contact us immediately if the shoes are defective, damaged or if you received the wrong shoes, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
The fastest way to ensure you get what you want is to return the shoes you have, and once the return is accepted, make a separate purchase for the new item. We always cover all shipping costs regardless. Please email us at firstname.lastname@example.org, and we'll help you along the way.
We will notify you once we’ve received and inspected your returned shoes, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.