Frequently Asked Questions(FAQ's)

Here are answers to frequently asked questions. If you
still can not find an answer to your question, you can contact us at any time
via the contact form.

 

Important Notice: We guarantee the authenticity of
MOK&TON products only when purchased from the brand authorized retailers.
Please ensure that you are on our official website (www.mokandton.com) or an
approved marketplace site to receive genuine products and avoid potential
online frauds. Mokandton is not accountable if a customer purchases from an
unlawful or fraudulent website.

ORDER

Why haven’t I received confirmation of my order?

It may be possible that the confirmation e-mail has gone into your junk/spam/promotion
folder, please check there for your confirmation, particularly for Gmail. If you still haven’t received a confirmation e-mail please check with our customer service, they will be happy to help. In the Contact us section of our website,you will find the telephone number (go to "Contact us").

Can I also place an order by phone, fax, or mail?

Unfortunately, it is currently not possible to place orders with MOK&TON by phone, fax, or mail. Our customer service team will be happy to help if you have any questions regarding an online order, a complaint, or a return. You can also shop at a MOK&TON Franchise store. You will find our store finder here: Storefinder.

Do I need a customer account to place an order?

No, you do not require a customer account. You can also place an order as a guest.

What happens once an order is completed?

After your order is completed, we will send you an order confirmation by e-mail. This will include all of your order details. If you have set up a customer account, you can see the status of your order at any time under “My order history.” As soon as your order has been sent out, youwill receive an e-mail notification containing a shipment tracking link and the invoice. A hard copy of the invoice will also be enclosed with your shipment.Also, you can track your order by clicking this link

Can I cancel or amend my order?

You can cancel your order before shipment has been initiated, cancellation is free of charge.To cancel your order, please mail your cancel request along with order number to customercare-marketingmokandton@gmail.com All cancellation requests should reach us within before shipment of the product. Once the product is out for delivery, you will not be able to cancel the order.

Unfortunately, it is not possible to add additional items to your order, remove individual items, or amend the size/width of individual items.

SHIPPING & DELIVERY

Can I ship to multiple addresses?

Unfortunately, not, each order must have a single shipping address when you check out. If you are shopping for people at alternate addresses you will have to place each order separately.

How long will it take for my order to arrive?

We will inform you by email/ SMS when your package leaves our warehouse. As soon as your order has been passed on to our logistics partner, you will receive a shipping confirmation e-mail/SMS containing the AWB shipment number.

Click here for order tracking.

How do I track my online order or find the delivery status and tracking numbers?

We will inform you by email/ SMS when your package leaves our warehouse. As soon as your order has been passed on to our logistics partner, you will receive a shipping confirmation email/SMS containing the AWB shipment number.

Click Here..

RETURNS

How do returns work? What do I have to do?

If for whatever reason, you are not satisfied with your order, you can return unworn/unused items within 10 days from order delivery.You can click here to raise your return request.

Are returns free of charge?

Yes, returns are free of charge. But in the event of a refund arising from the return of a product, the shipping charges that are levied at the time of purchase are non-refundable.

How much time do I have to return the items?

Once you have received your order, you have 10 days to return the items to us.

Can I return items that I have bought from the MOK&TON online shop at your physical retailer store, and vice versa?

Please note that purchases from our online shop cannot be returned or exchanged in our MOK&TON physical shop, nor can complaints about such purchases be lodged in these locations.

Vice versa, purchases from our physical shops cannot be returned to our MOK&TON online shop and complaints about such purchases cannot be lodged there.

Please note that we cannot refund or exchange any goods purchased internationally or with other retailers. You will have to contact the retailer you purchased from and return your goods to them according to their returns policy.

Can I get an exchange?

Yes, you can exchange the product if you receive a wrong size or a damaged product within 10 days of delivery of the product. You will have to return the original product and once the original piece is received at our warehouse, our team will then place a new order for you as per required size. You can click here to raise an exchange request

I have purchased a MOK&TON product from another retailer (domestic or international; online or offline); can I return them to you?

Unfortunately we are unable to accept returns from other domestic or international retailers and do not have control over independent retailers or their Returns Policy. This applies for the other retailers’ online shops as well as physical retail stores. Please contact the retailer you purchased your items from and return your goods to them according to their returns policy.

How long does the refund normally take?

A refund of the purchase price will be approved once we have received and examined the returned items. On completion of this process, refunds are reflected in the customer’s account/ card balance within 3-4 working days.

FAULTS & REPAIRS

I bought a MOK&TON product in a shop and it is defective, can I return it to you?

We' are sorry to hear about your MOK&TON. Unfortunately, we cannot assist you directly on this matter.Please return to the store where you made your purchase with the product and receipt so that they can assist you accordingly.If you have any further queries please do not hesitate
to contact us .

Can I get my MOK&TON product repaired? If so where?

We' are sorry to hear that your MOK&TON product
needs repairing. Unfortunately, at this time we do not offer a repair service.
Please refer to a local shoe-repair shop in your area and they should be able
to assist you accordingly.

I bought a MOK&TON product online and it is defective, how do I proceed?

We’ are sorry to hear about your MOK&TON product.We conduct intensive quality checks in line with the highest standards.However, if you receive an item that is not in perfect condition, you can, of course, return it to us free of charge. Simply use the existing returns process.

PAYMENTS

What payment methods are available?

In our MOK&TON Online Shop, you can choose from a
wide range of secure payment methods:

  • Credit card
  • Debit Card
  • UPI
  • Net Banking
  • Cash on delivery

 

OTHERS

I don’t see my question in the list.

If you do not find the answer to your question, you can write to us on customercare- marketingmokandton@gmail.co or call us on +91 9745 442 441 (10am – 7pm Monday to Saturday)