Delivery & Returns
DeliveryMochi offers standard delivery worldwide. Before placing an order, please read the information below carefully.
When will my order be shipped?We process orders within 1-2 business days after placing the order. Once processed, you will receive an email with your tracking information. It may take up to 24 hours for the tracking information to be updated. Upon receipt of your payment, orders are ready for dispatch – at the latest – one business day after. Please note orders are not processed or shipped over the weekend or European holidays.
Please note: Mochi Reconstructed pre-ordered items will be dispatched in 4-6 weeks. For more information about this one-of-a-kind Mochi piece please visit this page.
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, whereas for intercontinental orders, please allow 3-14 business days. Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs delays.
What are the shipping charges?Mochi offers free standard delivery within the EU on orders above €175. For orders below this amount, Mochi charges a standard delivery fee of €25 on all ready to wear and on accessory orders. All orders below €175 within The Netherlands will be charged €7,50 with PostNL or €12 by Express delivery.
All International orders to:
- GCC, Levant and Africa are charged €35
- North America are charged €35
- Oceana are charged €40
- Central and South America are charged €50
- Rest of Asia are charged €50
Note that all prices are stated in EUR, including 21% VAT. There will be no additional taxes nor custom duties for articles shipped to countries within the European Union.
For shipment outside of the European Union, all additional taxes and custom duties should be taken care of by you upon delivery of the order. We recommend contacting your local customs office for information regarding these costs. The price associated with duties and taxes vary from country to country. If additional taxes and custom duties were refused to be paid by the customer, these costs will get charged upon return and reimbursement of the initial purchase amount (excl. shipping costs).
Note that Mochi cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.
What if I need to change or cancel my order?Unfortunately, once an order is placed, we can no longer make changes. Please email us at email@example.com and we will see what we can do for you.
Please note: all Mochi Reconstructed pieces are made to order, personally for you. Therefore these orders can not be canceled, refunded or returned prior to receiving the item.
Can I exchange my order?
All unworn items may be exchanged within 14 calendar days of you receiving your order. If you want to exchange an item, please email firstname.lastname@example.org with the following information: order number, name on the order, email address the order was made with and your request. Upon receipt of your request, we will send you the return label.
For hygiene reasons, swimwear and pierced earrings cannot be returned or exchanged unless faulty, and all swimwear must still have the hygiene strip.
Please note that we cannot accept an exchange before delivery has taken place.
What are the return charges?You are responsible for the return cost of shipping and all other expenses. Shipping fees associated with making returns are thus the responsibility of you and will be deducted from your refund.
Can I ask for a refund?
All unworn items – except for Mochi Reconstructed pieces, swimwear and pierced earrings – may be refunded within 14 calendar days of you receiving your order. If you want to return an item, please email email@example.com with the following information: order number, name on the order, email address the order was made with and your request. Upon receipt of your request, we will send you the return label.
As a condition for refund, the returned item(s) will undergo a quality control check. The item(s) should be returned new, unused, unwashed, and with all original Mochi tags attached. Returns that have been worn, damaged, washed and 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 and another 5-10 business days for the bank to post the refund to your account used for the purchase. Mochi only credits the card used for the purchase to limit the use of stolen credit cards.