Shipping policy

 

Damaged, Missing & Lost Parcel Policy

We want your Moki order to reach you safely and looking exactly as cute as it did when it left us. 💜

Damaged orders

If your order arrives damaged, please contact us as soon as possible and send us:

  • your order number;
  • a short description of what happened;
  • clear photographs of the damaged item; and
  • photographs of the outer packaging or courier packaging where relevant.

Please keep the damaged item and packaging until we have finished reviewing the issue, as the courier may require additional information.

Once we have reviewed the photographs and confirmed the damage, we will arrange an appropriate replacement, refund or other remedy, depending on the circumstances and product availability.

Our request for photographs helps us verify transit damage and submit courier claims where necessary. It does not limit any rights you may have under applicable South African consumer law.

Incorrect or missing items

If we have accidentally sent you the wrong product or something is missing from your order, please contact us with your order number and details of the issue. We’ll check the order and arrange the appropriate correction.

Lost parcels

If your tracking appears to have stopped updating or you believe your parcel may be lost, please contact us so that we can investigate the parcel with the courier.

A parcel will not be treated as lost simply because delivery is taking longer than originally estimated. We will first allow the courier a reasonable opportunity to locate or deliver it.

If the courier confirms that the parcel has been lost before you accepted delivery, Moki Stickers will arrange an appropriate replacement or refund. Under section 19 of the Consumer Protection Act, goods being delivered generally remain at the supplier’s risk until the consumer accepts delivery. Gov.za

Parcels marked as delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please contact us promptly. We may ask you to check with household members, reception/security, the relevant locker or delivery location while we raise the matter with the courier.

We’ll assess these cases individually based on the courier’s delivery information and the circumstances.

Made-to-order processing: All Moki Stickers are cut and packaged to order. Please allow 2–4 business days for your order to be prepared before dispatch.

Domestic delivery (South Africa): Estimated 3–7 business days after dispatch, depending on your location.

International orders: Delivery times vary by destination. You'll receive a tracking number once your order has shipped.