FREQUENTLY ASKED QUESTIONS
PRODUCT
Are the coins official?
Yes. All coins are officially licensed, with exclusive custom designs and premium finishes.
What material are coins made of?
Made of zinc alloy with an electroplating process for a bright, strong, and durable finish.
What's the difference between 3D pads and notebooks?
In 3D notebooks, each sheet is cut with CO₂ laser technology (patent pending), which, when used, reveals a 3D figure of the stadium or the crest. The notepads, also manufactured with the same technology, reveal the stadium model as the sheets are removed.
How is each product packaged?
- Coins → premium acrylic capsule inserted into a cardboard blister pack
- 3D Pad → premium cardboard box
- 3D Notebooks → rigid box with window
Can I use the 3D pad as decoration?
Sure. Its design is meant to be displayed while you use it, and then kept as a beautiful keepsake.
SHOPPING AT MOCILAB.COM
Do I need to create an account to buy from Mocilab?
There is no need to create an account; you can complete your purchase as a guest.
However, registering will allow you to enjoy a more personalized experience, save your shipping details, and easily access your order history and tracking.
How do I delete my account?
If you wish to delete your account, please write to us and we will securely handle the request.
ORDERS AND PAYMENT
Can I modify or cancel my order?
You can modify or cancel your order as long as it has not entered preparation or shipping.
Contact us as soon as possible so we can help you.
What payment methods are accepted?
We accept credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, PayPal, and other secure payment methods available on the website.
SHIPPING AND DELIVERY
Which countries does Mocilab ship to?
We ship to: Spain, France, Portugal, Germany, Italy, Belgium and the Netherlands.
Other international destinations upon request.
How long does delivery take?
Delivery time depends on the country and selected shipping method.
- Peninsular Spain: 24–48 hours.
- Balearic Islands: 48–72 hours.
- International: 3-5 business days
How much is shipping?
Shipping costs depend on the destination and the selected method. It will be displayed during the checkout process before confirming your order.
RETURNS & REFUNDS
How do I return an item?
You can request a return within 14 days of receiving your order.
Items must be unused and in their original packaging, especially in the case of collectibles or official licensed products.
You can request a return for your product by logging in with the email you used to make the purchase in the upper right corner of our website. You can also contact us through the "Contact" section at the bottom of the website to get in touch with our team and start the process.
Are return costs covered?
Return shipping costs are borne by the customer, unless the product received is defective or incorrect.
How long does it take to process a refund?
Once we receive the returned item, we will process your refund within a maximum of 5 business days using the same payment method you used for the purchase.
INVOICES AND RECEIPTS
How can I get my invoice?
If you wish to obtain a tax invoice, you must send an email to facturacion@mocilab.com, indicating:
- Subject: Invoice request - Full name or company name
And in the body of the email, include:
- Full name or company name
- Tax ID (NIF/CIF)
- Billing address
- Order number (e.g. # NNNN)
We will send you the invoice by email as soon as possible to the email address from which the invoice request was made.
The deadline to request a tax invoice is 15 calendar days from the order delivery date. If the delivery and billing addresses do not meet the same tax values as the order on the WEBSITE, the invoice cannot be issued.
Where can I view my purchase receipt?
You will receive your proof of purchase by email and can download your invoice by logging in at Mocilab.com with the email address you used to place the order and accessing your order history.
If you cannot find it or need us to resend it, please contact us.
Are return costs covered?
Return shipping costs are the responsibility of the customer, unless the product received is defective or incorrect.
How long does a refund take to process?
Once we receive the returned item, we will process your refund within a maximum of 5 business days using the same payment method you used.
