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Frequently Asked Questions

  How do you protect the chocolate from the hot weather in the UAE? I am worried about the milk chocolates being affected by the heat.
  I want to order a gift item continuously for our corporate gifts, but this is for our company and I do not want to pay by my credit card. Is there any special arrangement that we can do?
  I want to send gifts containing Godiva Chocolate to other countries and not to the UAE. Are you delivering items outside the UAE?
  How can I ensure that my gift had been delivered to the recipient?
  I want to include a personalized message to my gifts. How shall I do it?
  Why the box of my coffee machine seems to have been opened and the coffee machine seems to have been used before it reaches me? The coffee machine counter reflects number of coffee dispensed in the machine (if applicable)?
  I have a gift coupon / gift certificate from The m! Shop. How can I use it to buy items from your shop?
  Does your coffee machine and equipment go with warranty?
  Whom shall I contact if I am having a problem with the coffee machine & equipment I bought / received as a gift from The m! Shop?
  I am in the process of submitting my order but there was a sudden error in the page. How can I ensure that you received my order?
  I did not receive an email confirmation from The m! Shop after I placed my order. How will I know if my order went through?
  I am living outside the UAE but I want to order through The m! Shop to be delivered to my friend in the UAE. Is this possible?
  By mistake, I placed an order of items that I did not want. Can I amend my order?
  I am worried and not comfortable entering my credit card details online. Is there any other way I can buy from The m! Shop?
  I received the wrong / damaged item. How shall I resolve this problem?
  Is it possible to refund my money after I have received a damage / wrong / delayed delivery?
  What is the connection of The m! Shop to Moka General Trading LLC?

 


How do you protect the chocolate from the hot weather in the UAE? I am worried about the milk chocolates being affected by the heat.

We have special cooler inside our delivery van that is specially tested to withstand the weather in the UAE. The transport in-between had been taken into consideration as well ensuring that a proper protected box is use to contain the chocolate gift items. As chocolates are very sensitive with heat and humidity, we ensure that the transportation maintains the highest quality standard of our gift packages delivered to the UAE.

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I want to order a gift item continuously for our corporate gifts, but this is for our company and I do not want to pay by my credit card. Is there any special arrangement that we can do?

If you are planning to take our services for continuous corporate gifts and gift delivery to the UAE, we can do special arrangements.

For more information about this arrangement and the procedure that you have to undergo, please contact us here.

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I want to send gifts containing Godiva Chocolate to other countries and not to the UAE. Are you delivering items outside the UAE?

At the moment, we are serving the UAE market for our chocolate gift items. For delivery outside the UAE, please contact us here and we will try to help you out through our worldwide partners.

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How can I ensure that my gift had been delivered to the recipient?

Upon delivery of the gift item, we shall advise you and send you a gift receipt confirmation.

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I want to include a personalized message to my gifts. How shall I do it?

There is a special "Ordering Instructions" field below your Shopping Cart where you can input any additional instructions that you would want to incorporate in your order.

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Why the box of my coffee machine seems to have been opened and the coffee machine seems to have been used before it reaches me? The coffee machine counter reflects number of coffee dispensed in the machine (if applicable)?

We are fully testing the equipment for 24 hours and configuring the settings before we deliver it to our clients. This is in addition to the testing that the coffee machine undergo at the original manufacturing facility. This procedure is internal to our company to meet 0% probability of the coffee machine arriving to our client's premises in a bad condition and / or with defects. This procedure had been practised by our Technical Department for over a decade now that continuously satisfies our clients.

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I have a gift coupon / gift certificate from The m! Shop. How can I use it to buy items from your shop?

For gift coupons / gift certificate, there is a special field below your Shopping Cart that you may enter the information in. Please press recalculate to effect it through your item order.

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Does your coffee machine and equipment go with warranty?

Every coffee machine & equipment sold at The m! Shop goes with 2-Year Moka Standard Warranty unless stated otherwise.

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Whom shall I contact if I am having a problem with the coffee machine & equipment I bought / received as a gift from The m! Shop?

For any Technical Support, you may contact us immediately at UAE Toll Free: 800-MOKA, Tel. No. +97143790512 or send us your concern through this form.

To ensure all your inquiries and concerns are attended immediately, please ensure the following information is available:

  • Coffee Machine Brand, Model & Serial Number
  • Purchased Date
  • Your name, email & contact details

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I am in the process of submitting my order but there was a sudden error in the page. How can I ensure that you received my order?

The m! Shop online ordering system is automated. This means that you shall receive an automated email confirmation as we receive your order.

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I did not receive an email confirmation from The m! Shop after I placed my order. How will I know if my order went through?

The m! Shop online ordering system is automated. This means that you shall receive an automated email confirmation as we receive your order.

If you are filtering junk mails, by mistake it might have went to your junk folder. To ensure receipt of correspondence from The m! Shop, please include our email address to your Address book and trusted source.

If you have any further doubts, or should you have not receive an email confirmation from The m! Shop at all, please contact us here.

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I am living outside the UAE but I want to order through The m! Shop to be delivered to my friend in the UAE. Is this possible?

Yes. In the ordering system, you shall be asked to input the Billing Information and Delivery Information. These can be two separate Name & Addresses. As long as the delivery is within the UAE, we are accepting orders.

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By mistake, I placed an order of items that I did not want. Can I amend my order?

If you sent your order by mistake, please contact us within an hour of submitting the order here and we shall cancel your order and advise you by return.

Should you wish to place a corrected order, please navigate through our shop again and select the gift items that you would like to order.

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I am worried and not comfortable entering my credit card details online. Is there any other way I can buy from The m! Shop?

We understand your worries and that is the reason we have taken a very tight security in the site. Please click here for more information about our security standards.

Along with this, we have an Offline Order Form downloadable that you may use complete with instructions. Please download the Offline Order Form here.

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I received the wrong / damaged item. How shall I resolve this problem?

Please report any discrepancy to us here and we shall immediately act upon it.

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Is it possible to refund my money after I have received a damage / wrong /delayed delivery?

We process full refunds after an investigation of the acceptable instances (i.e. damaged item, wrong delivery, delayed delivery if not advised beforehand) and upon approval of the management.

You are however, responsible in sending us back the items. If it is a mistake from our end, we shall be fully responsible about your order to collect it from you and all necessary actions that goes along with it.

You are responsible to check the quality of the consumable items as received. Once accepted and Delivery Note is signed, it may not be returned nor refunded.

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What is the connection of The m! Shop to Moka General Trading LLC?

The m! Shop is an online boutique of Moka operated by the Web Solutions & E-Commerce Department. Please click here to know more about us along with inside information.

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