FAQ

Frequently asked questions

Your Orders

Do I need to have an account to place an order?


You’re welcome to checkout as a guest, but there are some perks if you have an account with us. You’ll have a quicker checkout process (a must when we release those items that sell out in minutes), an easy way to view your order status and order history, and you’ll receive weekly updates on our newest releases and special promotions.




I forgot my password. What should I do?


All you need to do is click “Lost Password?” on the login page and you’ll be redirected to a page where you can create a new password.




How do I edit or cancel my order?


There's a chance you might not have received your order confirmation if you entered your email address incorrectly. It also might be in your junk mail. If not, let us know and we'll send you another order confirmation.




I placed an order but haven't received an order confirmation yet. When will I get it?


The FAQ title can be adjusted in the settings tab of the App Settings. You can also remove the title by unchecking its checkbox in the settings tab.





Shipping

Where are your items shipped from?


All of our items are shipped from our warehouse in Valencia, Spain.




What are your shipping costs?


Our shipping costs differ depending on where the order is shipping to and how fast it’s getting there. & (under Delivery Times and Costs). * Covid-19




How will my order be shipped?


Your order will be shipped by regular courier services, depending on your shipping address.




My order is still “in process.” When will it ship?


Please allow 5-7 business days for your order to be processed (this excludes weekends and local public holidays). Handmade or handcrafted items will require an additional 1-3 business days to process. We'll send your tracking information as soon as your order has shipped.




Do I need to pay for duty/tax fees?


Tax & duty fees will be calculated upon checkout. Customs Tax & Duties are non-refundable through MrLEMOKO.com. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.




Customs is asking me for more information. What should I do?


We know how annoying customs can be sometimes, so we’re more than happy to help you out. Let us know what customs needs from you, your order number and any other related information. We’ll try our best to get everything taken care of as soon as possible.




My order has already been shipped but I no longer want it. What should I do?


If you no longer want your order and your order is eligible for return, you're welcome to return your item to us. If you refuse your shipment upon delivery, all associated duty/tax fees and return costs will be deducted from your refund amount.




My order has already been shipped but I need to update the address. What should I do?


Please contact us as soon as possible if you need to change your address. Keep in mind that a rerouting fee may be charged by the courier to change your address.





Promotions

How do I find out about your promotions?


You can find all details on our upcoming promotions by subscribing to our newsletter here. You can also find the details on our social channels (Instagram, Facebook, and Pinterest).




How do I add a promo code to my order?


On your cart page You will find a button where you can click "Have a Promotional Code or Gift Card" link at the bottom of the drop-down menu and enter your promo code.




My promo code isn’t working. What should I do?


First, check to see if all of your items are eligible for promotion. Don’t forget that promotions cannot be used on any sale, as well as certain items Second, check to see if you’re using more than one promo code. Only one promo can be used per order (including free shipping) so keep that in mind. If your code still isn’t working, let us know and we’ll look into it for you.




Can I use more than one promo code in my order?


Only one promotion can be used per order unless stated otherwise. Don’t forget, free shipping is also a promotion, so you might have to decide what’s more important: the special promotion or the free shipping.





Payment

Are there exchange rates?


All of our transactions are calculated in EUROS. If your credit card (or other payment method) transactions are in a different currency, your order total will be based on the daily exchange rate of the transaction date.




How can I pay for my order?


You can check out our different payment options here.




Will I be charged any additional fees?


We'll only charge the total amount shown in your bag (in EUR). However, keep in mind that there may be foreign transaction fees depending on your bank's policies. Make sure to check your bank's transaction fee policies as you'll be responsible for these fees.




My card was charged, but I don't think my order went through. What should I do?


Please contact us as soon as possible and include: the email address used to place the order, order date and time, order value, and payment method. We'll be able to resolve the issue once we have this info.





Returns & Refunds

How do I return an item?


Learn how to return your item here.




Do you pay for return shipping costs?


Unfortunately, we currently don’t cover return shipping costs, except for Valencia orders. All other return shipping fees are your responsibility.




How do I know if you received my return?


We strongly recommend that you use a registered and traceable service when returning your item(s). This way you’ll know that it’s been delivered to us safe and sound. We process all returns as quickly as we can, but please be patient with us as sometimes it can take up to 10 business days. We will contact you as soon as your return has been processed.




When will I get my refund?


We definitely understand that you want to get your refund ASAP. We will refund you the same day we process your return, but the refund may take additional processing time depending on your payment method and bank. Sometimes, refunds might not show up in your account until your credit card’s next monthly billing statement. These are estimated processing times: Credit Card: 2-5 business days
PayPal: 2 business days
Alipay: 5 business days
Apple Pay: 2-5 business days





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