Returns

Returns & refunds

Something not right? Here's exactly how returns and refunds work, and what to expect at each stage.

Last updated: 27 May 2026

14 days
To request a return
Approval first
Returns must be approved
Customer paid
Return postage, unless faulty
5–10 days
Refund after approval

How to return an item

  1. 1

    Email us

    Send your order number, the reason for your request and any supporting photos to help@mokuglasses.com.

  2. 2

    Wait for approval

    We'll review and confirm. Returns must be approved before you send anything back — items returned without approval may not be accepted.

  3. 3

    Post it back

    Use a tracked service. Return shipping is your responsibility unless the item is confirmed faulty or damaged on arrival.

  4. 4

    Inspection

    We check the item is unused, in original condition and returned with its original packaging.

  5. 5

    Refund issued

    Approved refunds go back to your original payment method, typically within 5–10 business days.

What can be returned

Eligible for review
  • Requested within 14 days of delivery
  • Unused and in original condition
  • Returned with the original packaging
  • Approved by our team before sending
  • Faulty or damaged on arrival, reported within 48 hours
Not eligible
  • Change of mind after purchase
  • Used or worn items
  • Minor cosmetic variations that don't affect function
  • Missing or damaged original packaging
  • Delays caused by couriers, customs or local delivery
Faulty or damaged on arrival

Contact us within 48 hours of delivery with your order number and clear photos or video showing the issue. Approved cases may be eligible for a replacement or refund.

Good to know

Return shipping

Customers are responsible for return shipping costs unless the item is confirmed faulty or damaged on arrival. We recommend a tracked service, as we can't be responsible for items lost in return transit.

Refund timing

Refunds are issued to the original payment method, typically within 5–10 business days of approval. Your bank or payment provider may take additional time to post the funds.

Final review

Moku. reserves the right to refuse returns or refunds that do not meet the conditions set out in this policy.

Pre-orders

For anything about a pre-order, including changes before dispatch, get in touch with your order number and our team will help.

Returns questions

How long do I have to request a return?
Return requests must be made within 14 days of delivery. Requests made after this period may not be accepted.
Do I pay for return postage?
Yes, unless the item is confirmed faulty or damaged on arrival. We recommend using a tracked service so the parcel can be followed.
Can I return an item I've worn?
Items must be unused and in original condition with their original packaging. Anything showing signs of use, wear, damage or missing packaging may be refused.
How long does a refund take?
Typically 5–10 business days after your return has been approved following inspection. Your bank or payment provider may take a little longer to show it.
My glasses arrived damaged — what should I do?
Contact us within 48 hours of delivery with your order number and clear photos or video of the issue, and we'll get it sorted.

Not sure where you stand?

Send us your order number and we'll tell you exactly what your options are. We reply in under 2 hours on average.

Start a returnRead the full refund policy