Frequently asked questions

We want to make ordering as simple as possible for you, so we accept a variety of payment methods. Currently these include: Visa, Mastercard, Maestro, American Express, Shop Pay, Apple Pay, Google Pay, Klarna Sofort, Klarna Pay Later, Klarna Ratenzahlung, eps-Überweisung, iDEAL, Bancontact, and Klarna Pay Now.

Our customer support team is happy to help with your inquiry Monday to Friday, 9 AM to 2 PM. Please allow 1-2 business days for us to respond, as we want to address your concern thoroughly. If you sent your message through a third-party platform and haven't heard back, it's possible your message wasn't forwarded to us. In that case, please reach out again via email at hello@mokebo.de or send us a message on WhatsApp at +49 (0) 151 257 239 90.

Feel free to send us a message at hello@mokebo.de. You can also reach us via WhatsApp at +49 (0) 151 257 239 90.

If you'd like to add another item to your order, we recommend placing a new order. If you need to make a change (like canceling an item or updating your delivery address), please reach out to us at hello@mokebo.de or message us on WhatsApp at +49 (0) 151 257 239 90.

Your invoice will be sent to you automatically by email after your order is received. It will come either directly from us or from the sales channel where you placed your order. If you can't find the email or need to change your billing address, please contact us by email at hello@mokebo.de or send us a message on WhatsApp at +49 (0) 151 257 239 90.

If you'd like to update your address, you can go to "Your account" on our website and click "Edit addresses" to change your address and phone number. If you placed your order through a different sales channel, please contact us by email at hello@mokebo.de or send us a message on WhatsApp at +49 (0) 151 257 239 90.

As a young company constantly striving to improve, we really appreciate your honest feedback about our service and products. We explain how you can rate us on platforms like Amazon, Otto, Trustedshops, and Google here.

You can find out whether a piece of furniture will be shipped via parcel delivery or freight under the "What to know" section on the product page. Standard delivery times are listed directly below the price on each sales channel.

Our sofas are shipped via the Hermes 2-man delivery service, which guarantees safe transport right into your home. You can find the exact shipping and processing times for each product variant on the product detail page above the basket button. Hermes will arrange the delivery with you by phone in advance, so we need your phone number when you place your order.

Please note that for freight goods that cannot be sent as a parcel, the buyer bears the direct costs of any return in line with current consumer regulations. You can find more information on this in our cancellation terms.

We currently offer international delivery of our parcel-shippable furniture to numerous EU countries (including Austria, France, Italy, the Benelux countries and Scandinavia). Delivery costs are €4.99; delivery is free on orders of €120 or more.

Currently, we can only ship freight items internationally to Austria. We're working to expand freight shipping to additional countries soon.

We ship our products throughout Germany, as well as all parcel-eligible products to numerous EU countries (including Austria, France, Italy, Benelux, Scandinavia - other EU countries available upon request). Whether a piece of furniture is shipped via parcel delivery or freight, you'll find that information in the "What to know" section on the product page.

To protect the environment and to be able to offer you the best price, we may ship our heavy furniture pieces in several parcels. This is the only way parcel delivery stays cheaper and more resource-friendly than a single freight shipment. Sending it as one freight consignment would mean very high shipping costs for us and for you. We hope this decision works in your interest too.

For your order, we provide shipment tracking through our shipping carriers. With our mokebo shipping confirmation, we'll share your tracking number and a direct link to track your shipment.
Important: For orders placed through Amazon, tracking is only provided by Amazon, so be sure to check the mokebo shipping confirmation sent directly from us.

Sometimes your furniture may be shipped to you in two separate packages. You'll find information about this on the product details page under "Things to know." Your shipping confirmation email contains all the details about your shipment, including the different tracking numbers for each package.
IMPORTANT: For orders placed through Amazon, only one tracking number from Amazon is provided, so be sure to check the mokebo shipping confirmation that was sent directly from us.

If you've received all packages but something is still missing, please contact us so we can send you the missing items as quickly as possible.

In package tracking, you can select your preferred delivery day and drop-off location, customizing the delivery to fit your needs.
You'll find your tracking information in your shipping confirmation.

If you're not home when your delivery arrives, the carrier will attempt to leave your order with an alternate recipient nearby (for example, a neighbor). If successful, you'll find a notification in your mailbox or email letting you know where your package was left. If no alternate recipient is available, your order will be taken to the nearest post office.

Unfortunately, we don't currently offer old furniture removal services. We're still looking for a suitable solution that we hope to offer you soon.

We prioritize local and sustainable manufacturing in all our furniture production. Since we work with various manufacturers, the country of origin can vary depending on the product. For all items made in Germany, you'll find a "Made in Germany" label on the product page.

You'll find the tools you need to assemble your furniture in the assembly instructions. Usually, it's just the standard tools like a screwdriver, hammer, level, tape measure, and power drill.

You can find the assembly instructions on the product page under ‘assembly & notes’ as a PDF document. If you cannot find the instructions, please contact us via the contact form or by email.

If you have any questions about adjusting your furniture, feel free to reach out to us by email at hello@mokebo.de or send us a message on WhatsApp at +49 (0) 151 257 239 90.

We don't currently offer assembly services for our furniture. However, our assembly instructions walk you through each step so you can easily put your piece together yourself. If assembly isn't for you, you're welcome to hire a local assembly service at your own cost. You can find options like helpling or my hammer. Please note that we don't have any partnership with these providers, and any assembly is done independently.

Your issue may be related to fine-tuning the hinges or the push-to-open function.
If the doors have uneven gaps along the outer edges, you can adjust this by loosening or tightening the hinge adjustment screws.

All orders are carefully checked and packed in our warehouse. However, if you have received a piece of furniture that you did not order, please submit a complaint via our complaints portal, or contact us by email at hello@mokebo.de, or send us a message on WhatsApp at +49 (0) 151 257 239 90. In this case, we’ll need photos of the labels and of the item itself so that we can identify it clearly. We’ll try to sort out the situation for you as quickly as possible and send you the correct item.

If that's not the case and you really want to return the product, we'd appreciate it if you'd let us know the reason for the return. You have the right to cancel your purchase within 30 days without providing a reason. To exercise your right of withdrawal, you can submit it best through our returns portal. For items that can be shipped by parcel (marked as such in the product description), you must return the goods to us within 30 days after you've submitted your withdrawal. For more detailed information about our withdrawal rights, please see our withdrawal policy.

The buyer covers the direct return shipping costs for freight items. In the product description, you'll find details about how your product is shipped and its shipping volume. You'll need this information to calculate your return shipping costs for freight items. For more details on our return rights, please see our return policy.

Once your return reaches us, we'll process your refund within fourteen business days. If you haven't received your refund by then, please contact us via email at hello@mokebo.de or message us on WhatsApp at +49 (0) 151 257 239 90.

If anything has gone wrong with your furniture delivery – such as damage or missing parts or panels – we will, of course, help you straight away.

It is important that you let us know about this before you assemble your furniture, so that we can send you a replacement or deliver the missing parts.

Please use our complaints portal for this. There, you can select the replacement parts you need. Please note that we absolutely must have photos of any damage.

IMPORTANT: If your parcel arrived damaged, please also send us photos of the packaging so that we can show them to our delivery service provider and, if necessary, our freight forwarding partner.