FAQ
Have a question about your jewelry, or need help with a return? We're happy to help.
We're here to help. Browse our most common questions or contact our support team for personal assistance. We're here to make your experience with Mockberg as simple and smooth as possible.
Where is my order?
Once your order has been dispatched, the tracking number is emailed to the same address you used when placing your order. Do check your spam folder too, in case it has ended up there. You may also have been notified directly by your chosen delivery company.
If you entered the wrong email address and therefore haven't received the information, you're welcome to contact customer support.
How do I make a return?
If you've changed your mind, register your return using the form below. The return costs €5.90 within Europe and is deducted from your refund once the return has been received and processed. Please don't return a product using your own shipping label, as these parcels tend to go missing and we can't take responsibility for them.
I haven't received my order confirmation
The order confirmation is sent to the email address you provided and often ends up in the spam folder, so start by checking there. If you still haven't received it, or suspect you entered the wrong email address, contact customer support with your name and phone number so your order can be found.
I've entered the wrong contact details/address, can you change them?
Contact customer support as soon as you notice the mistake and there may still be a chance to change it. In many cases we can also ask the delivery company to update the details after your order has been dispatched, but that's not something we can guarantee.
Return cost
Returns policy
We offer a 60-day right of return, starting from the day you receive your order or collect it from the pickup point. The product must be unused and look just as it did when you received it.
All barcode labels must remain on the products and the pouches. Our warehouse scans everything with handheld scanners and therefore can't accept products without a barcode.
All protective plastic must be left in place and the product must be returned in its box.
All jewelry must be returned in its original packaging, with barcode and box.
Please note that we don't offer returns on engraved or personalized products, including all items from our Signature Collection. This jewelry is made to your specifications, including custom diamond sizes, which makes every piece unique and personal to you. All purchases of these personalized products are therefore final.
For parcels that aren't collected from the pickup point in time, Mockberg reserves the right to charge you a handling fee of €18, to cover return shipping and administrative costs.
How do I make a return?
If you've changed your mind, register your return using the form below. The return costs €5.90 within Europe and is deducted from your refund once the return has been received and processed. Please don't return a product using your own shipping label, as these parcels tend to go missing and we can't take responsibility for them.
When will I receive the refund for my return?
You'll usually receive your refund within 14 days of our warehouse receiving and processing your return parcel. The refund is then made using the same payment method you used.
Has it been more than 14 days since the parcel arrived? Contact our customer service team and they'll help you! Remember to include your case number and order number.
Please note that processing times can be slightly longer during peak periods such as Black Week, the Christmas shopping season and graduation season.
My watch/jewelry is faulty, what do I do?
If you bought the item from one of our retailers, please contact that shop directly with your receipt for further help.
For orders placed online, register your complaint using the form below
LINK COMPLAINT FORM
Please enter the order number found in the order confirmation you received by email, along with the email address used to place the order. If you can't find these, you're welcome to contact customer support with your name and phone number so your order number can be found.
I'd like to exchange an item or size, how do I do that?
At the moment we aren't able to offer exchanges on products.
If you'd like a different product, please return the one you ordered and place a new order for the product you want.
There was no return label in my parcel, or I can't find it?
Out of consideration for the environment, we don't include return slips in your parcel. To make a return, register your order in our returns portal. Read more about that here.
In the returns portal you have two options.
1. You get a prepaid shipping label that you print out yourself and attach to the parcel. Then drop the parcel off at your nearest post office point.
2. You get a QR code to take to your nearest post office point, where they scan it and print a prepaid return label for you.
If you're missing a return label or QR code even though you've registered the return in our returns portal, get in touch with customer support and they'll help you.
Returns where the order includes a free gift
If you return an order that includes a goodie bag or a gift with a minimum purchase, all the products included in the goodie bag or gift must be returned if the order no longer meets the campaign's minimum purchase after the return. If you keep products to a value that still meets the minimum purchase, you're of course welcome to keep the gift.
We recommend waiting to use the gift until you've decided to keep the products you've bought. If you choose to return your order, the gift needs to be returned unused together with the returned products.
This applies to gifts and goodie bags from both our stores and online.
How do I make a claim?
For orders placed online, register your claim using the form HERE.
You'll need to give the order number from the order confirmation you received by email, along with the email address used to place the order. If you can't find these, you're welcome to contact customer support with your name and phone number and they can find the order number for you.
What does it mean that your jewelry is waterproof?
Our jewelry is made from stainless steel with a PVD coating, which makes each piece both durable and waterproof. The jewelry is waterproof, but not alcohol-resistant. That means you can't use hand sanitizer while wearing these pieces. Be careful with perfume and other products containing alcohol around your jewelry too, as they can affect the color and quality.
Is the gold on your gold jewelry real?
No, we use an 18K PVD coating on stainless steel. In our Signature collection, however, we offer real gold and lab-grown diamonds.
Are your pearls real?
Our pearls are freshwater pearls, which means the piece isn't waterproof.
What does it mean when a watch has a water resistance of 3 ATM / 10 ATM?
A watch with a water resistance of 3 ATM can NOT be worn in the shower or the bath.
3 ATM means the watch is water-resistant, so it keeps moisture out, whether that's moisture from the air, from your skin (if you get warm or sweaty) or from washing your hands with the watch on.
Our Royal watch has a water resistance of 10 ATM, which means you can both shower and bathe with it.
How do I find my ring size?
Ring size guide
How to measure your ring size
How do I shorten a Mesh watch?
Step 1: Use a screwdriver or similar to loosen the clasp.
Step 2: Slide the clasp to adjust the length.
Step 3: Slide the clasp back to fasten it.
I need extra links for my watch.
If you need extra links for your new watch, contact our customer service at contact@mockberg.com and they'll help you with it.
It's important to us that everyone can wear our products.
We recommend going to a watchmaker, who has the right tools and knowledge to make the watch fit your wrist. Mockberg doesn't cover this extra cost.
How do I set the time on the Royal watch?
Our Royal watch is waterproof to 10ATM, which makes it suitable for bathing and showering. To make sure no water gets into the watch, it has a screw-down crown. When you need to set the time, unscrew the crown until it "releases", then pull it out. In the pulled-out position you can adjust the time. Once you've adjusted it, push the crown back in and make sure to screw it down properly to restore the water resistance.
What does your guarantee cover?
In addition to the statutory 3-year right to make a claim, which we of course honor, we offer a lifetime guarantee on the gold color of our jewelry and watches (the lifetime of the product)
This doesn't apply to normal wear and tear.
What isn't covered by your guarantee?
The guarantee doesn't cover loose stones, lost enamel, pearls, shells or other embellishments. It also doesn't cover damage caused by wear or scratches. The jewelry is waterproof, but not resistant to alcohol. That means you should be careful when using hand sanitizer or other alcohol-based products while wearing our products.
What is the "cancel purchase" button?
It's a feature that lets you tell us you want to exercise your statutory right of withdrawal directly on our website. Using the button is a way of letting us know you want to cancel your purchase. Please note that it doesn't replace the returns process; it's only used to notify us.
How is the right of withdrawal different from a return?
The right of withdrawal is a statutory right to cancel a purchase within 14 days. A return is the process of sending a product back to us. So you can first tell us you want to exercise your right of withdrawal, and then complete the return following our instructions. Any extended return period or other return terms we offer may differ from the statutory right of withdrawal.
The right of withdrawal applies for 14 days after you receive your order. Within that time you need to tell us you want to cancel your purchase. You'll then be directed to our returns process. We offer a 60-day right of return after you receive your order.
What happens after I've told you I want to use my right of withdrawal?
When you submit your request, you'll get a confirmation that we've received it. Depending on where your order is in the process, it's handled differently.
1. Do you want to cancel your purchase right after ordering?
- We'll check the status of your order and see whether it's possible to stop it straight away. If it is, we'll send you a confirmation that the order has been cancelled and start a refund.
If your order has already been packed and dispatched, or can't be stopped at the warehouse, we'll direct you to our returns process: collect your parcel and register a return on the website.
2. Do you want to cancel your purchase 14 days after receiving your order?
- We offer a 60-day right of return, so you're very welcome to make a return on the website. Please make sure the item or items are in unchanged condition, in line with our returns policy
When will I get my refund?
If your order is cancelled before it leaves us, we refund you straight away to the same payment method you used at checkout. If you paid by card, it can take 3-5 banking days before the reservation is released or the refund goes through.
If you've sent a parcel back to us, the refund is made within 14 days of us receiving it. You'll get an email confirmation once it's been refunded.
Cancel all or part of your order?
You have the right to cancel all or part of your order. Let us know in the form or when you register your return.
When you cancel a purchase that hasn't been dispatched, we refund the full amount paid, including any shipping cost. Discount codes you've used aren't reactivated, as they've already been redeemed.
If you send a parcel back to us, there's a charge of €5.90 within Europe, which is deducted from your refund.
If you send back your whole order within the 14-day right of withdrawal, we refund the value of the products plus any shipping cost. You cover the cost of the return.
If you send back part of your order within the 14-day right of withdrawal, we refund the value of the products but not the shipping cost. You cover the cost of the return.
Cancel your purchase or make a return?
Cancelling your purchase (within 14 days)
Under the Swedish Distance Contracts Act, you have the right to cancel your purchase within 14 days of receiving your order. When you cancel your purchase, you're telling us you want to withdraw from the contract. You'll then be directed to complete a return
Return (up to 60 days)
Mockberg offers a 60-day right of return. If more than 14 days have passed since you received your order, but fewer than 60, you register an ordinary return through our returns form.
Have you received your item?
Whether you use your right of withdrawal or our right of return, the item needs to be sent back to us before a refund can be made.
Cancel your purchase before it's dispatched?
You can tell us you want to exercise your right of withdrawal, and we'll check the status and let you know what happens next.
Other
If you have questions about how the right of withdrawal compares with a return, or anything else you can't find answered here, don't hesitate to contact customer service at contact@mockberg.com and we'll be happy to help.
How much does shipping cost?
Shipping costs are shown at checkout. Free shipping applies to orders over €100 within Europe.
Which delivery options do you offer?
We offer delivery with DHL to a service point or parcel locker, and Budbee Home. Our delivery time is 2-4 working days. If you place your order before 12 noon, it will most likely be dispatched the same day, otherwise the next working day.
DHL: Your order is delivered to your nearest DHL service point or IBOXEN locker.
Download the iBoxen app to collect your parcel, bankID is required.
The service point is chosen based on the address you enter at checkout and isn't something we control. Once you've received notification from DHL, you can change the service point yourself if needed.
Please note that during peak periods such as Christmas, graduation and Black Week, service points can be full, and your parcel will then go on to the next available service point on the route.
We can never guarantee where the parcel is delivered. Nor can we see which service point your parcel is going to before it has been received and scanned by DHL.
Budbee Home: Your parcel is delivered to your door in the evening, usually between 17-22. Budbee will notify you so you can book a day and time slot, and you need to be at home to receive the delivery. Verification with BankID is required.
I haven't received my order confirmation
The order confirmation is sent to the email address you gave, and it often ends up in your spam folder, so start by checking there. If you still haven't received it, or you think you entered the wrong email address, contact customer support with your name and phone number and we'll find your order.
How do I become a member, and what does membership include?
You sign up via the diamond at the bottom left of the website.
Collect points with every purchase and unlock unique offers and discounts. Membership is of course free.
Can I cancel my purchase before it's dispatched?
It's usually not possible to change or cancel an order once it's been placed. That's because orders go automatically to our warehouse for processing, and since our warehouse works evenings and weekends, things usually move very quickly.
If you change your mind about your order, contact our customer service straight away with your order number, and there's a chance it can be cancelled or changed before it's dispatched.
Please make sure your details, such as name, address, phone number and email address, are correct before you complete your purchase. If they aren't, your delivery may not go through, or you may miss notifications.
If your order can't be stopped, we'll refer you to our returns policy.
An item is missing from my order, or I've received the wrong item.
We're really sorry about this. Please contact customer support with your order number and clear photos of the wrong item, along with a description of the issue, and we'll help you further.
If an item is missing, get back to us with details of which item is missing along with photos of the parcel you received.
I've entered the wrong contact details/address, can you change them?
Contact customer support as soon as you spot the mistake and there may be a chance we can change it. In many cases we can also ask the courier to change it after the order has been sent, but that's not something we can guarantee.
I'd like to add or remove an item from my order, is that possible?
We can't add an item, as we're not allowed to exceed the amount you approved at checkout. You're welcome to place a separate order for that item.
If you'd like to remove an item, contact customer support to see whether that's possible and let us know your order number and which item it concerns.
Which payment options do you offer?
We offer
- Card payment with Visa, Mastercard, American Express & UnionPay
- Klarna
- Swish
- Paypal
- Applepay