Return & Claims

We hope you’re happy with your purchase from Mokki. If something didn’t work out, you can return your items within an extended period of 30 days.

What is our return policy?

• You can return products within 30 days of delivery.
• Products must be unused and in their original packaging.
  
• We do not offer exchanges. If you want a different item, please place a new order.

What if there’s a problem with my order?

If your item is defective, damaged in transit, or you received the wrong/missing item, contact us as soon as possible at support@mokki.no. Please include photos of the item and the packaging.

Who pays for the return?

Returns from Norway

We offer a return label for 100 NOK. This cost is deducted from your refund, together with a 5% restocking fee. If you choose to return using your own shipping method, you cover the return cost yourself.

International returns (outside Norway)

International returns are handled through our Global-E return portal. In the portal, you can choose a return method. If you select a prepaid DHL return label, the return shipping cost is not paid separately — instead, it is deducted from your refund once your return is processed.

Important: When you generate/choose a prepaid label in the return portal, you accept the return shipping fee shown in the portal. The fee is charged when the label is generated and will be deducted from your refund.

If you choose to return using your own carrier (instead of the prepaid label), you pay the shipping cost directly to your chosen carrier. You are also responsible for the return shipment and assume the risk of loss or damage in transit. We can only review and approve your return once the parcel has been received at our warehouse. If the parcel is lost or does not arrive, we are unable to process a refund.

Customs, duties and taxes: Any duties/taxes paid are non-refundable.

Transport liability:

• For deliveries to customers, Mokki is responsible for damage or loss during shipment to you.
• For returns, you are responsible for the parcel until it reaches us. We recommend using a trackable and insured service.

How to make a return

From Norway

1. Click here to register your return and follow the steps.
2. You will receive a return label by email (please print it).
3. Pack the products securely (preferably in the original packaging) and include the delivery note inside the parcel.
4. Attach the return label and deliver the parcel to your local post office.
5. Once received and approved, we will refund your order. If you used our label, 100 NOK + 5% restocking fee will be deducted.
6. You will receive an email confirmation once the refund has been completed.

Please note: If you want to return using your own shipping method, send the parcel to:

Outside of Norway (International returns)

1. Click here to register your return through our Global-E return portal.
2. Choose your return method in the portal (prepaid DHL label or own carrier).
3. If you choose the prepaid DHL label, you will receive it by email (please print it). The portal will show the return shipping fee and confirm that it will be deducted from your refund.
4. Pack the items securely (preferably in the original packaging) and include the return document inside the parcel.
5. Attach the label and drop off the parcel at your local DHL Service Point.
6. Once we receive and process the return, we will refund the product value. If you used a prepaid return label, the return shipping fee shown in the portal will be deducted from your refund. Duties/taxes are non-refundable. Returns are only reviewed once received at our warehouse.
7. You will receive an email confirmation when the refund has been completed.