Policy language
English
LEGAL BUSINESS
Country of registration: Belgium
Company Name: Mosekae
Registration Number: BE07234480042
Registration Type: VAT Number
COMPANY INFORMATION
Address: Meiboomlaan 76, 9470 Denderleeuw, Oost-Vlaanderen, Belgium
Phone: +44 7412 857671
Email: info@mosekae.co.uk
CUSTOMER SUPPORT
Monday–Friday: 9:00 AM–6:00 PM (BST)
Saturday: 10:00 AM–4:00 PM (BST)
Sunday: Closed
Average response time: Within 1 business day
STORE DETAILS
Store Name: Mosekae
Domain: https://mosekae.co.uk/
Niche: Fashion
Sales Countries: United Kingdom
SHIPPING
Processing Time: 1–2 business days
Estimated Delivery Time: 5–8 business days
Order Cut-off Time: 5:00 PM BST, Monday–Friday
Shipping Cost: Free
Package Tracking: Yes
Most Used Carrier: Royal Mail
RETURNS & REFUNDS
Return Window: 30 days
Return Shipping Cost: Paid by the customer
Refund Processing Time: 5–10 business days after the returned item is received and inspected
RETURN & REFUND POLICY
At Mosekae, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.
30-DAY RETURN POLICY
You have 30 days from the date you receive your order to request a return.
To be eligible for a return:
- The item must be unused, unworn, and in its original condition.
- All original tags must still be attached.
- The item must be returned in its original packaging.
- Proof of purchase or your order number is required.
NON-RETURNABLE ITEMS
For hygiene and safety reasons, we cannot accept returns for:
- Underwear
- Swimwear without hygiene protection
- Gift cards
- Final sale or clearance items
- Items damaged due to misuse
HOW TO START A RETURN
Please contact our customer support before sending any item back.
Email: info@mosekae.co.uk
Include:
- Your order number
- Your full name
- The reason for your return
- Photos if the item arrived damaged or incorrect
Our team will provide return instructions within 1 business day.
Returns sent without prior approval may not be accepted.
DAMAGED, INCORRECT OR DEFECTIVE ITEMS
Please inspect your order upon arrival.
If your order is damaged, defective, or you received the wrong item, contact us within 48 hours of delivery with clear photographs.
We will review your claim and arrange an appropriate solution.
REFUNDS
Once your return has been received and inspected, you will receive an email confirming whether your refund has been approved.
If approved:
- Refunds are processed to your original payment method.
- Please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.
- Original shipping fees are non-refundable unless the return is due to our mistake.
EXCHANGES
We currently do not offer direct exchanges.
If you would like another size or colour, please return the original item (if eligible) and place a new order.
SHIPPING POLICY
PROCESSING TIME
Orders are processed within 1–2 business days.
Orders placed on weekends or UK public holidays will be processed on the next business day.
DELIVERY TIME
Estimated UK delivery time:
5–8 business days
Delivery times are estimates and may occasionally vary due to courier delays, weather conditions, customs, or seasonal demand.
SHIPPING CARRIER
Orders within the United Kingdom are delivered using Royal Mail or another trusted courier when necessary.
ORDER TRACKING
Every order includes tracking information.
Once your order has been dispatched, you will receive an email containing your tracking number.
DELIVERY DELAYS
Although we work hard to meet estimated delivery times, unforeseen delays may occasionally occur.
We appreciate your patience and will assist you in tracking your shipment whenever needed.
INCORRECT ADDRESS
Customers are responsible for providing the correct shipping address.
If an incorrect address is supplied and the parcel has already been shipped, Mosekae cannot guarantee recovery of the package.
Additional shipping charges may apply for reshipment.
LOST PACKAGES
If your tracking shows unusual delays or your parcel appears lost, please contact us.
We will investigate the issue with the shipping carrier and work towards a fair resolution.
CANCELLATION POLICY
Orders may be cancelled only before they have been processed for shipment.
Once an order has entered processing or has been dispatched, cancellation is no longer possible.
If you no longer want the item after receiving it, you may request a return under our Return & Refund Policy.
CONTACT INFORMATION
If you have any questions regarding our policies, please contact us.
Mosekae
Email: info@mosekae.co.uk
Business Hours (BST)
- Monday – Friday: 9:00 AM – 6:00 PM
- Saturday: 10:00 AM – 4:00 PM
- Sunday: Closed
Average Response Time: Within 1 business day