Returns and delivery policy
Everything we print is made to order against artwork you have approved, so this page explains when your order arrives, what delivery costs, and where we stand on returns. It applies to every product in the Mocky Digital shop.
Delivery and pickup
Production, 1 to 3 working days
Production starts once artwork is approved and payment is confirmed. Large runs and finishing work such as lamination or binding sit at the longer end of that range.
Delivery, 1 to 2 days after production
Nairobi deliveries are usually next day. Countrywide orders go by courier from Nairobi and depend on the courier schedule to your town.
Delivery charge, KES 350 to KES 800
The exact charge depends on the destination, the weight, and the size of the consignment. Pickup from our Nairobi office is free.
We deliver countrywide from Nairobi. You can also collect your order from our office at no charge once we confirm it is ready. If a delivery date matters, tell us before you pay so we can confirm the timing against the production queue.
Check your order at handover
Please inspect the goods while the rider is still with you, or before you leave our office if you are collecting. Check the quantity, the finish, and the print against the proof you approved. Raise anything you are not happy with at that point, while we can still act on it.
Signing for or collecting an order confirms that you have received it in good condition and that it matches what you ordered.
Returns
Printed goods are not returnable once sold. Because every order carries your artwork, your sizes, and your quantities, it cannot be resold to anyone else, so we do not accept returns or exchanges for a change of mind, a wrong quantity ordered, or artwork approved in error.
This is why we check artwork before printing and send you a proof for approval. Take your time with that proof. Spelling, phone numbers, colours, and dimensions are all confirmed at that stage, and what you approve is what goes to press.
Where we put things right
Reprinted at our cost
If the finished work does not match the proof you approved, or it arrives damaged or short of the quantity you paid for, we reprint or make up the difference at our own cost. That is not a return, it is us correcting our own error.
Tell us within 48 hours of delivery or pickup and keep the goods as they were supplied, along with the packaging. Photographs of the problem help us sort it out quickly.
Cancelling an order
You can cancel free of charge at any point before you approve the proof, and we refund the deposit in full. Once the job is on press the materials and machine time are already committed, so a cancellation after that point cannot be refunded.
Talk to us
If something is wrong with an order, contact us before anything else and we will sort it out.
- Email:
- info@mocky.co.ke
- Phone and WhatsApp:
- +254 741 590 670
- Office:
- Nairobi, Kenya
This policy covers shop orders. Design and development projects are governed by our terms and conditions.
