Shipping policy

Transit time begins after your order has been processed and shipped.

Processing time and shipping time are separate.

Delivery estimates are provided by the shipping carrier and are not guaranteed.

Free Shipping

Free Standard U.S. Shipping is available on qualifying orders of $100 or more (after discounts and before applicable taxes).

Expedited shipping options are available for an additional charge.

Shipping Insurance

Every order shipped by Mocha Silk Skincare is fully insured at no additional cost to our customers.

Shipping insurance protects your purchase against loss or damage while in transit.

If your package arrives damaged or appears to have been lost during shipment, please contact us within 48 hours of the recorded delivery date so we may begin the insurance claim process on your behalf.

Insurance claim processing times vary by shipping carrier. We will keep you informed throughout the process and work diligently to resolve eligible claims as quickly as possible.

Shipping Carriers

Orders are shipped using trusted carriers, including:

  • USPS
  • UPS
  • Other reputable shipping partners

Carrier selection is based on the most efficient and reliable delivery option for your destination.

Order Tracking

Once your order ships, you will receive a tracking number by email.

Please allow up to 24 hours for tracking information to update after your shipping confirmation is received.

Multiple Shipping Addresses

Each order may be shipped to one delivery address only.

If you wish to send products to multiple recipients, please place a separate order for each shipping destination.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

Orders returned due to incorrect addresses, incomplete addresses, or undeliverable addresses may require additional shipping charges before they can be reshipped.

Returned or Refused Shipments

If a shipment is returned because it was refused, unclaimed, or undeliverable due to an address error, we will contact you to arrange reshipment. Additional shipping charges may apply before the order can be shipped again.

Damaged, Defective, or Incorrect Orders

Every order is carefully inspected before leaving our studio.

If your order arrives damaged, defective, or contains an incorrect item, please notify us within 48 hours of delivery.

Please email support@mochasilkskincare.com and include:

  • Order number
  • Description of the issue
  • Photographs of: product(s), shipping box, packaging materials, shipping label, and visible damage

Once reviewed, we will begin the insurance claim process when applicable and determine an appropriate resolution, which may include a replacement, store credit, refund, or another appropriate resolution based on the circumstances.

Claims submitted without photographs or after the 48-hour reporting period may not qualify for replacement or reimbursement.

Minor cosmetic damage to external packaging that does not affect the product itself is not considered product damage.

Lost or Delayed Packages

Every shipment from Mocha Silk Skincare is insured.

If your package is lost or damaged during transit, please contact us promptly so we may assist with the insurance claim process.

Packages marked as Delivered may require a carrier investigation before replacement or reimbursement can be approved.

Although shipping carriers control delivery once a package leaves our facility, we will work directly with the carrier and insurance provider on your behalf to help resolve eligible claims.

Warm Weather Shipping

Our handcrafted products contain natural butters and oils. During warmer months, body butters, body melts, and similar products may soften or melt while in transit. This does not affect product quality or performance.

If necessary, allow the product to return to room temperature or refrigerate briefly before use.

Handcrafted Product Notice

Every Mocha Silk Skincare product is handcrafted in small batches. Because of this, slight variations in color, scent, texture, and appearance are natural and demonstrate the uniqueness of handcrafted skincare. These variations are not considered defects.

Holiday Shipping

Processing and shipping times may be longer during major holidays and peak shopping seasons. Holiday ordering deadlines will be announced on our website and social media platforms throughout the year.

Shipping Delays Beyond Our Control

While we strive to process every order promptly, Mocha Silk Skincare is not responsible for delays caused by circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, carrier disruptions, labor strikes, public emergencies, government actions, or other unforeseen events.

We appreciate your patience should these rare circumstances occur.

Thoughtful Packaging

Every order is carefully packaged to help ensure your handcrafted products arrive safely while reflecting the premium quality and care that define the Mocha Silk Skincare experience.

Questions?

Mocha Silk Skincare, LLC Email: support@mochasilkskincare.com Phone: (770) 807-2692 Website: www.mochasilkskincare.com

Our Promise

Every Mocha Silk Skincare product is handcrafted with intention, carefully inspected, beautifully packaged, fully insured, and shipped with the same level of care that goes into creating it.

Thank you for supporting our small business and allowing us to be part of your self-care journey.

Entice • Nourish • Escape