FAQs
Are your products authentic?
Yes. Moka Medical Ltd. is an authorized distributor for premium European dermocosmetic and dietary supplement brands, including Pharcos and River Pharma. All products sold on our retail store are 100% authentic and sourced directly from the original manufacturers in Europe.
Can these products cure my skin condition or illness?
No. Our dermocosmetics are formulated for general cosmetic and dermatological care, and our dietary supplements are intended to support general wellness. They are not intended to diagnose, treat, cure, or prevent any disease, and they are not registered under the Hong Kong Pharmacy and Poisons Ordinance. If you are experiencing a medical issue, please consult a qualified healthcare provider.
Where can I find the ingredients and expiration dates?
Full ingredient lists (INCI) are provided on each individual product page. Expiration dates and specific batch numbers are printed clearly on the physical packaging of every item you receive. Please review all physical labels and warnings carefully before use to ensure you do not have any known allergies to the ingredients.
I am a doctor, pharmacy, or clinic. Can I place a wholesale order here?
This website is our direct-to-consumer retail storefront and is not equipped for wholesale or B2B transactions. If you are a medical professional looking to stock our products, please visit our corporate portal at www.mokamedical.com or contact our B2B team to establish a wholesale account.
Do I need an account to place an order?
No, you can complete your purchase using Guest Checkout. However, creating a free account allows you to track your order history, save your shipping details for faster checkout, and easily manage your preferences.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express) as well as digital wallets including Apple Pay, Google Pay, and PayPal through our secure checkout system.
Where do you ship?
Currently, our retail store ships to the Hong Kong SAR and mainland China.
How much does shipping cost?
Hong Kong: Standard delivery is [Insert Rate, e.g., HK$30]. We offer free shipping on all Hong Kong orders over $50.
Mainland China: Shipping rates are calculated at checkout based on the weight of your parcel and the destination province.
How long will it take to receive my order?
Orders are processed within 1 to 2 business days. Once dispatched, deliveries within Hong Kong typically take 2 to 3 business days. Deliveries to mainland China generally take 5 to 10 business days, depending heavily on customs clearance times.
Why do I need to provide my ID for orders to mainland China?
Under the regulations of the General Administration of Customs of the People's Republic of China (GACC), cross-border personal parcels require "Real-Name Authentication." SF Express may require you to upload a copy of your Chinese Resident Identity Card to clear your package through customs. Failure to provide this will result in the package being rejected by customs.
Who is responsible for customs and import duties in China?
Customers are solely responsible for any import duties, value-added taxes (VAT), or clearance fees assessed by Chinese customs. Moka Medical does not cover these cross-border fees.
Can I return a product if I change my mind or experience a breakout?
Due to strict health, safety, and hygiene regulations governing dermocosmetics and dietary supplements, all sales are final. We do not accept returns or offer refunds for "change of mind," incorrect product selection, or individual allergic reactions.
What if my item arrives damaged or defective?
If you receive a product that is physically damaged in transit or incorrect, you must contact us at support@mokamedical.com within seven (7) calendar days of receiving your delivery. Please include your order number and clear photographs of the damaged item and packaging. If verified, we will arrange for a replacement or a refund.
Still have questions?
If you cannot find the answer you are looking for, please contact our customer care team at support@mokamedical.comand we will respond within 1 to 2 business days.