Returns & complaints

At Mockberg, you always have a 60-day right of withdrawal from the day your package was delivered to your agent or to your home. The return costs 39 SEK within Sweden, 14 Euros for Europe, and 16 Euros outside of Europe. Below, you will find questions and answers regarding returns, exchanges, and complaints. All this and other information can also be found in our support. To start your return request please email us at contact@mockberg.com

WHAT DOES IT COST TO RETURN A PRODUCT?

The return costs 39 SEK within Sweden, 14 Euros for Europe, and 16 Euros outside of Europe.

WHAT ARE THE REQUIREMENTS FOR MAKING A RETURN?

The product must be unused and look as it did when you received it. All barcode labels must remain attached to the products and bags, as our warehouse scans everything using handheld computers and therefore cannot accept products that are missing a barcode.

All protective plastic must remain intact and the product must be returned in its box. All jewelry must be returned in its original packaging (in its zip bag with barcode, silk pouch, and box).

Please note that we do not offer returns on engraved or customized products, including all items from our Signature Collection. These pieces are handcrafted to your specifications, including custom diamond sizes, making each item unique and personal to you. As a result, all sales on these customized products are final.

WHEN WILL I RECEIVE MY REFUND?

Refunds can take up to 14 days, depending on your bank.

WHAT HAPPENS AFTER I HAVE SENT IN A RETURN?

If there are signs that the product has been used, we do not accept the return. Once we have received your return package, we will process your return within 14 days.

As soon as the return is approved and the refund has been issued, you will receive an email from us confirming that your return has been accepted. If the return is not accepted, we will send it back to you.

It is up to the customer to ensure that the item is fault-free, correct, and verified to undergo a return.

WHAT HAPPENS IF I DON'T PICK UP MY PACKAGE?

For packages that are not picked up at the pickup location on time, Mockberg reserves the right to charge you a handling fee of 20 EUR, to cover return shipping and administrative costs.

HOW DO I MAKE A COMPLAINT ABOUT A PRODUCT?

If your item has a defect that falls within the scope of a warranty claim, you can create a complaint here!

Did you find what you were looking for?

On our FAQ page, you can find answers to most questions. There you will find information about everything from returns, purchase conditions, product information, and deliveries.

FAQ

For further questions, do not hesitate to contact us at contact@mockberg.com.

When making a complaint, please share relevant information and the reason for your complaint. If your item has a defect that falls within the scope of a warranty claim, you can create a complaint here!

Warranty

At Mockberg, we want our customers to have the best possible experience when purchasing our jewelry and watches. Therefore, we offer a lifetime warranty on the color of our water-resistant jewelry and also provide a 1-year international warranty against manufacturing and material defects.

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