Frequently Asked Questions
Where can I buy your products?
We are an online only retailer and sell solely through our own website. However, we do attend a number of major horse events around the country – follow our social media pages for updates on this.
Where are you based?
We are based in Sussex, United Kingdom.
How do I place an order?
1. Select the product(s) you would like to purchase on our website.
2. Select the colour and size and then click ‘Add to Basket’.
3. Select ‘Checkout’ when you have finished shopping.
4. You will be asked to enter your shipping and billing details and review your order to ensure it is correct.
5. Select ‘Place Order’.
6. You will receive an email order confirmation to the email address you have provided. If you do not receive an email please check your junk folder.
7. When your order is despatched you will receive an SMS notification from our courier partner.
Can I cancel my order?
Yes, as long as your item(s) hasn’t already been dispatched. Please contact us via email as soon as possible should you wish to cancel your order at firstname.lastname@example.org.
What do I do if there is an error with my order?
Please contact us as soon as possible at email@example.com with details of the error and we will reply as soon as possible.
How much is postage?
We have worked hard to ensure the best possible delivery methods and all our items are shipped using our trusted courier partner. We offer standard and next day delivery for UK destinations and standard international delivery.
Please see our shipping and delivery page for more information.
Do you ship internationally?
Yes, we ship worldwide, please see our shipping and delivery page for more information.
What size should I buy?
Please refer to our size guide for sizing information. We also offer a product description regarding how each item fits including the size worn by the model in the photos so you can get a detailed idea of what size you will need.
Our clothes are modelled by girls of all different heights and sizes, not just professional models so you should be able to get a good idea of how Mochara will fit you. Any questions however, please do get in touch at firstname.lastname@example.org.
Are your products only suitable for riding?
Our products have been carefully designed to ensure that they are suitable for riding as well as the gym. Minimal branding means that they are also suitable to wear out and about on a daily basis.
Do you offer sponsorship to any riders?
We are not currently looking for any sponsored riders or brand ambassadors, however, there is a chance that we will be looking in the future – follow our social media pages for updates on this.
Where are your products made?
All our products are British designed and where possible British made, however, in order to obtain the highest performing fabrics we do work with some eco-friendly manufacturers internationally.
What methods of payment do you accept?
You can pay online securely using the following: American Express, Delta/Connect, Maestro, Mastercard, Visa, Apple Pay, Google Pay and PayPal.
Can I buy a gift voucher?
Yes you can! You can select from £10, £25, £50 and £100. Gift vouchers are emailed to the email address you supply. You may then either forward the email onto the gift recipient or print your gift card out. Gift cards are supplied electronically unless you purchase one at a show, in this case we can provide you with a physical gift card.
How do I get a refund or exchange?
We hope that you will love all your Mochara purchases however if you do need to return or exchange an item we will be happy to help. You may either return your item for an exchange or we will offer a full refund subject to our terms and conditions.
Please see our refund policy for more information.
Can I get a refund or exchange on sale items?
Please note that all sale items are non-refundable but we are happy to offer an exchange on any item.
How should I care for my products?
Washing and care instructions are provided on all the products.
Please make sure that you follow all the instructions as we cannot offer refunds or exchanges if these instructions have not been followed. In addition, we recommend that you do not use any fabric softeners for any of the technical fabrics and also recommend not to use a tumble dryer (don’t worry they dry extremely quickly!).
Avoid ironing as this may damage any silicon print on your garments and try to remember to wash inside out and not with anything rough or abrasive such as Velcro.
Personalised items should be washed inside out. Base layers should not be ironed and sweatshirts that have "bling" added should be ironed inside out. Again please do NOT use fabric softner on technical fabrics.
What is your environment policy?
Mochara care passionately about the environment and we avoid using plastic wherever possible. All our packaging and tags are either recycled, recyclable, biodegradable, compostable or all of the above, even our mail bags can be safely added to your compost or muck heap!
How do I contact you?
You can either email us at email@example.com or call us on +44(0)7917 360521. If we are not available to take your call, please leave us a message and we will call you right back.