Packages are prepared and shipped within 1 to 4 days after ordering by the ESAT "Les Ateliers de l'Espoir". They are then entrusted to the selected delivery service during the order. Please allow 2 to 8 days to receive your package.
How can I track my order?
You can track your order by accessing the "Order History and Details" section: https://mokovel.com/account/login, accessible from the homepage of our website.
You can track your package by entering your tracking number on the following page:
2. Can i modify my order ?
Once the order is validated, it is impossible to modify it.
Furthermore, it is not possible to change either the delivery address or the pickup point for your package.
3. What should I do if my order has not arrived yet?
You can track the progress of your order and its delivery by clicking on the tracking number from the "Order History and Details" section accessible from the homepage of our website by clicking on your name.
If this period exceeds 7 days, you can contact Mokovel at firstname.lastname@example.org to file a complaint with the delivery service.
For any transportation-related incidents after receiving the items, Mokovel will file a complaint with the delivery services.
Once the necessary steps are taken, we will be awaiting a response. If you wish to follow up with the delivery services,
You can contact the Chronopost Customer Service:
- at 09 69 391 391 (no additional charge, available from Monday to Friday from 8 am to 7 pm and Saturday from 8 am to 12 pm)
- via their 24/7 chatbot
- via Facebook/Messenger (from Monday to Friday from 8 am to 7 pm and Saturday from 8 am to 12 pm)
And provide them :
- the claim number provided by Mokovel
- your tracking number
You can also file an additional complaint with Colissimo Customer Service using the following form: https://aide.laposte.fr/contact/colissimo and provide them with your tracking number.