This page is all about shipping details and product(s) return, exchange, and refund policies.
Shipping
Once you confirm your order, we usually ship it on the same day. Your order may take 3-5 working days (usually less) to arrive at your doorstep unless an uncertain situation occurs that is out of our control. We use popular shipping services in Pakistan such as Leopards, M&P, Swyft, Daewoo, and more.
Return, Exchange, and Refunds
At MochiMax, we take pride in offering high-quality footwear to our valued customers. We understand that sometimes, despite our best efforts, a product may not meet your expectations. That’s why we offer a 7-day exchange policy on most items. Here’s what you need to know:
Damages & Issues
Please inspect your ordered product upon reception. Contact us immediately if the product(s) is defective, damaged, or it’s a wrong item so we can evaluate the issue and make it right.
What can be exchanged?
- If the delivered product(s) has any manufacturing defect.
- If the delivered product(s) is different than what you had ordered.
- The exchange will be entertained only within 7 days of order delivery.
What cannot be exchanged?
- Due to the lighting used during photoshoots and the differences in the colors of screens, monitors, and displays, the exact color of the final product may slightly vary from what you see on your device, therefore the product(s) cannot be exchanged for this reason.
- Any item purchased through a sales offer or promotion is not eligible for exchange.
- If the product has been used, worn, no longer in its original condition, or not in its original box.
- If the order was delivered more than 7 days ago.
What to do for Exchange
- Contact our customer service center by calling/WhatsApp us at +92 310 701 6228 between 11:00 AM-11:00 PM, Monday till Saturday. You can also send us an email along with the images of the defective product at hello@mochimax.com to initiate the exchange or refund process.
- Upon receipt of the product, we will inspect it to ensure it is in its original condition. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
More about Return & Exchange
- The customer will arrange and bear the shipping charges of the returning product(s).
- The replacement product(s) will only be dispatched after receiving the product(s) returned by the customer.
- We highly recommend using a trackable shipping service and secure packing to ensure the product’s safe return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded to your provided account details (Bank/JazzCash/EasyPaisa). Please remember it can take 7-10 days for the refund process.
If you have any questions or concerns about our return, exchange, or refund policy, please do not hesitate to contact us at hello@mochimax.com. We are always happy to help!