Delivery & Returns
DeliveryMochi offers express delivery worldwide, unless otherwise specified. Before placing an order, please read the information below carefully.
When will my order be shipped?Upon receipt of your payment, we process orders* within 1-2 business days. You will receive an email with your tracking information. It may take up to 24 hours for the tracking information to be updated. Please note orders are not processed or shipped over the weekend or European holidays.
*Mochi Reconstructed pre-ordered items will be dispatched within 4-6 weeks, unless otherwise specified.
When will my order arrive?Orders are shipped with different carriers depending on the shipping country. For European orders, please allow 1-7 business days for delivery after receiving your shipment email, for international orders, please allow 3-14 business days. Delivery times are provided as guidelines only and do not take into account possible delays.
What are the shipping charges?Mochi offers free express shipping within the EU on orders above €200, and on international orders above €500. For orders below this amount within the EU, Mochi charges a regular shipping fee of €15, or express shipping for a fee of €30. All orders below €200 within The Netherlands, Mochi charges a regular shipping fee of €7.50, or express delivery for a fee of €12.
All International orders to:
- GCC, Levant and Africa are charged €25 for regular shipping or €40 for express shipping
- North America are charged €25 for regular shipping or €40 for express shipping
- Oceana are charged €25 for regular shipping or €40 for express shipping
- Central and South America are charged €50 for express shipping
- Rest of Asia are charged €50 for express shipping
Note that all prices are stated in EUR, including 21% VAT.
For shipments outside of the EU and Bahrain, Canada, China, Egypt, Hong Kong SAR China, Iceland, Japan, Jordan, Kuwait, Lebanon, Mexico, Monaco, New Zealand, Norway, Qatar, Saudi Arabia, South Africa, South Korea, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States, you might be charged import duties and taxes by your local customs authority. These costs are directly dependent on the value of the ordered goods, the material they are made of and their country of origin. Because these duties vary per country, we advise you to consult your local customs authorities to inform yourself about possible charges before placing an order with us.
Please note that if you decide not to pay your import taxes or duties and consequently choose to reject the shipment, you will not be refunded for your order.
What if I need to change or cancel my order?Once an order* is placed, you can no longer make changes. Please email us at email@example.com and we will see what we can do for you.
*All Mochi customised or made to order pieces cannot be cancelled or refunded.
Can I return or exchange my order?
For clients ordering from the Netherlands, please register the items you want to return and generate your return label at Mochi X Returnista. Note that only items registered via the link above can be refunded . Merging orders is unfortunately not possible. We offer returns within 14 calendar days of your receipt. The cost of a drop-off return label is €7.50. For other queries on returns from the Netherlands please reach out to firstname.lastname@example.org.
For all other countries, please email our customer care specialist within 14 calendar days with the following information: order number, name on the order, email address used to place the order and your reason for return.
For exchanges, we suggest you place a new order for your desired item, and return the original items as per the instructions above.In case you’ve received a wrong or damaged item, please send an email our team with a description and photo of the item(s).
Conditions for refundYou are responsible for the return cost of shipping and all other associated costs. Please ensure to choose a traceable shipping method when returning your order. If your order gets lost in transit, we are not liable, and will not be able to process your refund. If you received free shipping based on your original order total meeting our free shipping threshold (as above), and choose to return your item, please note the original shipping costs will be deducted from your final refund amount. All unworn items – except for hair accessories and pierced earrings – may be refunded. The returned item(s) will undergo a quality check, the item(s) should be returned new, unused, unwashed, with all original Mochi tags attached. Returns that have been worn, damaged, washed or altered will not be accepted or refunded and may be sent back to you at your expense.
Once approved, please allow 5-10 business days for your refund to be processed. Mochi only credits the card used for the purchase. If you used a Mochi Gift Card for your order, the refunded amount will be credited back to your Gift Card. For all orders we deduct the shipping charges, and all other associated charges from your refund.
Can I cancel pre-order purchases?
If you choose to cancel your pre-order, and have used our partial payment service, then your partial payment deposit will not be refunded. When we are ready to dispatch your order, you will receive a notification to complete the remaining payment for your item.
If you want to exchange or refund your pre-order item, please see above.
Mochi Archive Sale
All Archive Sale orders, both in store and online, are final. No refunds, exchanges or cancellations are possible.
Items that are slightly damaged, will have already been assumed taken into consideration, and have are reflected in the price accordingly, so purchases can also not be returned if damaged as it will have been pointed out prior to purchase.
The use of discount codes is not permitted for any archive sale purchases.
Only card payments accepted in store.