Exchanges and Returns

HOW CAN I EXCHANGE / RETURN A PRODUCT?

Under current legislation, you can return your order within 14 days of the day you received your order.

Items must be returned in the same condition in which they were delivered, including all labels, and MOCHE reserves the right to refuse damaged, dirty, washed, altered or used articles.

If you want to make an exchange, you must return the item and, subsequently, make a new purchase of the item you intend to purchase.

To return or exchange any item in your order, you must:

• Fill the form that followed with your order, with:

• Reference No. that is at the top of the invoice

• Items you return and the reason for the return

• Send the items in the original packaging, properly closed and in the condition in which you received them;
• Go to any CTT post to leave the packaging with the items to be returned, without any additional cost, to the address:
  
  REMESSA LIVRE 8820
  LOJA CTT de Cabo Ruivo
  1806-960 LISBOA

Important: we do not accept returns outside the legal period, for items without tags (hangtags, SIM card or internal tags), used, washed or damaged by misuse. We recommend that you try the items with their respective labels.

MOCHE will refund the value (s) of the item (s) returned, at the latest within 14 days after validation of the return. The refund will be made using the same payment method with which the initial payment was made, except if you have paid by Multibanco reference. In this case, to reimburse you, you must send us proof of your IBAN, together with proof of payment. to suportelojaonline@moche.pt. 

MOCHE reserves the right to withhold the refund until it has received the item (s), or until you have provided proof of return of the items.

WHAT SHOULD I DO IF I DAMAGE OR DISPOSE OF THE ORDER PACKAGE?

In the event that you damage or discard the original packaging of the order, the cost of the new packaging to return the item (s) will be your responsibility. Send the article (s), together with the form with the rules of Exchanges & amp; Returns completed, to:

HOW AND WHEN DO I RECEIVE THE REFUND?

The refund will be made in the same form of payment that you used to place the order, within a maximum period of 14 days after the return is validated. The refund will be in the value of the returned products. You will receive confirmation of the return by email or SMS as soon as it has been made. If the period has expired and you have not received a refund in your account, send an email to suportelojaonline@moche.pt.