Delivery & Returns

Delivery

Mochi 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 delivery 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 delivery fee of €15, or you can opt for express delivery for a fee of €30. All orders below €200 within The Netherlands, can be sent via regular shipping for €7.50, or via express shipping for €12 with UPS.

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.

 

Please note that a fee of $1.19 per air waybill will be charged to US customers for all dutiable low clearance shipments. This applies to all shipments with a value of $800 to 2500 entering the US.

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 shop@allthingsmochi.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 exchange my order?

All unworn items (except sale items sold in store) may be exchanged within 14 calendar days of you receiving your order. If you want to exchange an item, you are legally obliged to email shop@allthingsmochi.com within 14 calendar days with the following information: order number, name on the order, email address the order was made with and your reason for refund.

Upon confirmation of your request, you can send the item back to us via a courier of your choice. Alternatively, we can send you a return label, but please note that the return label charge will then be deducted from any monies owed to you. We will always confirm the final cost of the return label we create on your behalf. Please note that potential import duties and taxes are at your own expense. Please note we must receive proof that you have shipped your return parcel within 14 calendar days to the address specified. Any packages received after this will be refused and sent back to you at your own expense.

For hygiene reasons hair accessories and pierced earrings cannot be exchanged unless faulty.

As a condition for exchange, the returned item(s) will undergo a quality control check. The item(s) should be returned in its original packaging, new, unused, unwashed, and with all original Mochi tags attached.

Please note that we cannot accept an exchange before delivery has taken place.

Can I refund my order?

All unworn items (except sale items sold in store) – except for Mochi customised or made to order pieces, hair accessories and pierced earrings – may be refunded within 14 calendar days of you receiving your order. If you want to return an item, you are legally obliged to email shop@allthingsmochi.com within 14 calendar days with the following information: order number, name on the order, email address the order was made with and your reason for refund.

Upon confirmation of your request, you can send the item back to us via a courier of your choice. Alternatively, we can send you a return label, but please note that the return label charge will then be deducted from your total refund amount. We will always confirm the final cost of the return label we create on your behalf. Please note that potential import duties and taxes are at your own expense. Please note we must receive proof that you have shipped your return parcel within 14 calendar days to the address specified. Any packages received after this will be refused and sent back to you at your own expense.

For hygiene reasons hair accessories and pierced earrings cannot be refunded unless faulty.

As a condition for refund, the returned item(s) will undergo a quality control check. The item(s) should be returned in its original packaging, new, unused, unwashed, and with all original Mochi tags attached.

Please note that we cannot accept a refund before delivery has taken place. 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. If you used a Mochi Gift Card for your order and you wish to refund the item purchased, the balance will be returned to your Gift Card. Alternatively, we can issue you a credit note valid for up to 1 year after your return.

For orders above €200 within the EU, and above €500 internationally, the original shipping charges will be deducted from your refund.

For items purchased as part of a bundle, the original saving on the items will be deducted from any outstanding refund amount owed, if one of the two items are returned.

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.