Returns, Exchanges & Refunds

Sale items, free gifts and promotional items are non-refundable and non-exchangeable.

How to Request a Return or Exchange

Please email info@mokobandz.co.nz with your order number and a brief explanation of why you’d like a return or exchange.

Our stock is limited, so we encourage customers to check sizing carefully before placing an order. However, we do offer returns and exchanges on full-price items that meet our policy criteria.

Eligibility

We accept returns or exchanges within 14 days of your order being delivered.
After 14 days have passed, we’re unable to offer a return, exchange or refund.

Items can only be exchanged for a different size in the same product (depending on stock availabiliy). We cannot offer exchanges for different colours or different products.

All returns must be approved by our team before being sent back. Parcels sent without approval, to the wrong address, or without tracking details will not be our responsibility.

To be eligible, items must be:

• In the same condition as received

• Unworn, unused, and unwashed

• With original tags attached

• In original packaging

• Accompanied by a receipt or proof of purchase

We understand that trying on footwear may cause minor creasing, but items that show signs of wear, damage, or soiling will not be accepted. If a return does not meet our criteria, the item will be sent back to you at your cost and no refund will be issued.

Shipping Costs

Customers are responsible for covering the cost of sending returns or exchanges back to us.
We strongly recommend keeping a copy of your tracking number, as we are not liable for parcels lost in transit.

Original shipping and handling charges are non-refundable.

If your item is faulty or the incorrect item was sent, we will reimburse your return shipping cost and cover the cost of sending the replacement.

Refunds

Original shipping and handling fees are non-refundable, as these costs cover the delivery of your order.
If your item is faulty and you qualify for a refund, we will reimburse your return shipping costs once the item has been received and inspected.

If you have received a faulty or incorrect item, please email info@mokobandz.co.nz with:

• Your order number

• Clear photos of the issue

• A brief description of the problem

• Your proof of purchase

We will review your claim and arrange either a replacement or a refund.

Once your return arrives and has been inspected, we will email you to confirm we have received it and to advise whether your refund has been approved or declined.
If approved, your refund will be processed and credited back to your original payment method within a standard bank processing timeframe.

Note: Mokobandz accepts full responsibility for faulty or incorrect items and will always meet our obligations under the New Zealand Consumer Guarantees Act.