FAQ

I forgot my password: what do I do?

Go to the login page and click on Forgot your password?. You will receive an email at your registered email address with instructions on creating a new password. For more help please contact info@allthingsmochi.com.

How safe is it to make a purchase using my credit card?

We use SSL encryption (the Internet standard for secure transactions) to protect your information. Shopping online with a credit card at All Things Mochi is  safer than using a credit card offline because we do not retain your credit card information.

All Things Mochi offers the highest standards of security currently available online to ensure that your shopping experience is private, safe and secure. You need not worry about your credit card information because your bank will authorize the credit card transaction directly without passing any information  through us.

How does Mochi protect my privacy?

We are committed to protecting the privacy of all our customers. All Things Mochi will not give out your telephone number, e-mail address or any other personal information, except where needed to deliver a product or service your order. Any information we collect is to ensure that we are able to fulfill your requirements and deliver  a personalized and hassle free shopping experience.

However, we must cooperate fully, should a situation arise, where we are required by law or statutory obligation or legal process to provide information about a customer. If you have purchased from our store or subscribed to our newsletters, we will update you via e-mail of new product arrivals, features or special offers.

How will my order be delivered?

Orders are shipped with different carriers depending on the shipping country. All orders must be signed for upon delivery, and if no one is home, a delivery note will be left. For more information on delivery and delivery timings please refer to our Delivery & Returns information page. For more information  please contact shop@allthingsmochi.com.

How do I return an item?

All unworn items may be returned or exchanged within 14 calendar days of you receiving your order. If you want to return or exchange an item, please email shop@allthingsmochi.com with the following information: order number, name on the order, email address the order was made with & your request. Upon receipt of your request, we will send you the return label.

Return and exchange 

Mochi prides itself on offering authentic one of a kind pieces, however some products have imperfections as they are antique fabrics. If you are not fully satisfied with your purchase simply return the unused item in its original packaging in the same condition within 14 days and we will provide you with a full refund. 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.

Once approved, please allow 5-10 business days for your refund to be processed and another 5-10 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. Mochi will not accept return items with any signs of wear. We do not accept returns of merchandise purchased over 14 days.

Customs information

Orders will be received within 3-4business days from the date that it is shipped out, not from the day of the order. Once payment is authorized and verified, the item(s) will be sent out. Please note: Shipping days and VAT may vary due to customs.

What payment methods does Mochi accept?

Currently Mochi accepts credit card payments in Visa, Mastercard and American Express and iDeal.

What currencies does Mochi accept?

All payments are processed in EUR using the current exchange rate. If you have any questions  please contact shop@allthingsmochi.com.

About Mochi Finds

Please be aware that all Mochi Finds items are unique. There is only one size available in the online and Amsterdam store. In rare cases the product may be sold, while you are checking out.

About Mochi Reconstructed

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.