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Faq´s - Shipping

FAQ´s Frequent questions

Shipping. Delivery time.

How long do shipments take to arrive? Shipping costs, change of addresses...

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The delivery date of your order will be indicated during the purchase process on the Checkout page where you can select the production period you need. We will also notify you in your order confirmation email and it will always be available in your client area.

The delivery time is determined by:
Receipt of payment + courtesy day + production time + shipping duration

1.- Receipt of payment: Normally it is done at the moment. If it is by transfer it may take between 1/3 days.
2.- Courtesy day: 24 hours. Time frame that we provide you in case you need to change your design or order details.
3.- Production time: 10, 25, 30 or 45 days. Approximate time in which we carry out your production depending on your selection or needs.
4.- Shipping duration: Depending on your area or country.

6.19. Transport agencies will make a single delivery attempt, although exceptionally they may make more at the discretion of the office in your area.

The transit time of shipments depends on your country or area.

Shipments to mainland Spain have an approximate time period of 24/48 hours.

International shipments, depending on the country, have an approximate time period of between 4 to 9 days or 5 to 13 days.

The delivery date of your order will be indicated during the purchase process, in the confirmation email of your order and will always be available in your client area.

Shipping costs depend on the country or zone where your dice goes. The system will automatically calculate the amount based on the number of dice you add to your order.

You will be able to see the shipping costs on the shopping cart page once you add your dice to the shopping cart.

You will have the possibility to select the shipping method that best suits your needs.

SPAIN SHIPPING
You can change the shipping address of your order while it has not been shipped.

Once your order has been shipped it is not possible to change the shipping address.

To change the shipping address once your order has been shipped you must wait a margin of 24 hours from when we notify you that your order has already been shipped. Then you can contact the delegation of your area to specify the new delivery.


INTERNATIONAL SHIPPING
You can change the shipping address of your order while it has not been shipped.

Once your order has been shipped it is not possible to change the shipping address.

If you have provided an incorrect delivery address or want to change the delivery address to a new one, you must wait for the agency to make the delivery attempt and not be received.

In this case, the order will be returned to our facilities within 25/35 days. Once we have received it, we will contact you to make a new shipment which will generate return costs and new shipment.

Once your order has been shipped, it will not be possible to change the delivery address.

SHIPMENTS TO SPAIN
If the transport agency is unable to deliver the order because you have entered an incorrect address, the package will be returned to the agency's facilities. You can make a new delivery by contacting them directly. This may cause additional costs.

Your package will be available for 15 days at their facilities. If the package cannot be delivered, it is returned. We will contact you to notify you that your order is back at our facilities. The return to our facilities can take between 7/10 days.

We will check all the data with you and make a new shipment, which will have to be paid for again.


INTERNATIONAL SHIPPING
If the transport agency is unable to deliver the order because you have entered an incorrect address the package will be returned to the agency facilities. You can make a new delivery by contacting them directly. This may cause additional expenses.

If after the delivery attempt the transport agency is unable to locate the customer and the shipment is returned, we will contact you to notify you that your order is back at our facilities. The return to our facilities can take between 2/4 months.

We will check all the data with you and make a new shipment, which will have to be paid for again.

SHIPPING TO SPAIN
If the transport agency cannot deliver the order because your address is incorrect or you were absent from your home at the time of delivery, the package will be returned to the agency's facilities. You can make a new delivery by contacting them directly.

Your package will be available for 15 days at their facilities. If the package cannot be delivered, it is returned. We will contact you to notify you that your order is back at our facilities. The return to our facilities may take between 7/10 days.

We will check with the customer all the data and make a new shipment, which will have to be paid in this case by the customer.


INTERNATIONAL SHIPPING
These orders are returned because the address provided by the customer is incorrect, incomplete, illegible or you were not at home at the time of delivery. To avoid this, check that all the information provided for delivery is correct.

If after the delivery attempt the transport agency cannot locate the customer and the shipment is returned, we will contact you to notify you that your order is back at our facilities. The return to our facilities may take between 2/4 months.

We will check with the customer all the data and make a new shipment, which will have to be paid in this case by the customer.

Selecting your production time on the Checkout page during the payment process you will be able to see the approximate delivery time for your order.

We ship to all countries in the world. We do not ship to the Canary Islands, Ceuta and Melilla.

Orders are sent by parcel agency. We will provide you with your tracking number so that you know where your order is at all times.

We do not ship by Correos post.

We cannot provide a shipping service to the Canary Islands, Ceuta and Melilla since transport agencies cannot provide a fixed rate of expenses and establish a price due to the administrative bureaucracy involved (customs expenses, DUA, councils... .).

This is because we do not ship to your area, country or you have entered an incorrect shipping address.

If your country does not appear to select, contact us by accessing the following form link

We do not ship to the Canary Islands, Ceuta and Melilla

No. At the moment it is not possible.

It doesn't matter how close your shipping address is. All our orders are sent to your address regardless of the area.

No. We do not ship to post office boxes or collection points.

First of all, contact the delegation in your area and let us know immediately. We will contact the transport agency, regardless of the status of your order to find a quick solution. We will share with you the comments they make about your order.

Shipping via Asendia Swiss Post and PG Asendia continue to operate as normal but due to the pandemic and despite best efforts, sometimes and in certain countries, there are unavoidable restrictions and delays when delivering.

Asendia continues to look for workarounds and mitigate delays where possible.

We do not ship to the Canary Islands, Ceuta and Melilla due to the administrative bureaucracy involved and not being able to provide a fixed cost from the transport agency.

We work and try to make the shipments as profitable as possible for the buyer, although the prices of the shipments are established directly by the transport agency. Mokko is just a middleman and doesn't make any profit from it.

You can get FREE shipping for purchases over €75 in mainland Spain and Portugal, and from €120 in other areas and countries.

Yes, it is normal that the transport agency does not change the status of your order immediately. It may take several days for any change to occur.

Not for us. You may need to pay some customs fee if your customs requires it.

We work and try to make the shipments as profitable as possible for the buyer, although the prices of the shipments are established directly by the transport agency. Mokko is just a middleman and doesn't make any profit from it.

You can get FREE shipping for purchases over €75 in mainland Spain and Portugal, and from €120 in other areas and countries.

In this case you should contact the delegation of the courier company since we are only a link between the clients and the courier.

We will contact the courier company to check the actual status of the delivery and request proof of delivery.