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 email@example.com
Do you sell gift cards?
You can purchase Mochi Gift Cards online only
(€50, €100 and €200) and they are delivered via email. They are valid for one year from date of issue. They can be redeemed online and in our store, and cannot be exchanged for cash and cannot be replaced if stolen.
Online Gift Cards can be used once. You can combine your Gift Card with other payment methods. Multiple Gift Cards can be redeemed simultaneously and can also be used on discounted items.
If your Gift Card was used 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.
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 firstname.lastname@example.org
Return and exchange
Please check our Delivery & Returns information page about all the information concerning returning or exchanging an item or items.
All personalized items, both in store and online, are final. No refunds, exchanges or cancellations are possible.
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.
Orders will be received within 3-4 business
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 payments in Visa, Mastercard and American Express (
credit cards), Maestro, Bancontact, iDeal and Klarna.
What currencies does Mochi accept?
All payments are processed in EUR using the current exchange rate. If you have any questions please contact email@example.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. Please note: all Mochi Reconstructed pieces are made to order, personally for you. Therefore these orders can not be cancelled, refunded or returned prior to receiving the item. For more information about this one-of-a-kind Mochi piece please visit this page.
Mochi Recycling Box
Drop off your unwanted items in our recycling box in our store, Utrechtsestraat 26 in Amsterdam, and we promise to give them a second life, through the beautiful process of reconstruction. We accept: unwanted men's and women’s clothing items that have been washed prior to drop-off, and unwanted household items such as tablecloths and curtains. For each piece donated we will give you €5 on a Mochi Gift card to use in store. Maximum of 10 pieces per person.
What is pre-order?
At Mochi, a pre-order is an order placed for an item that hasn't been produced yet. We ship these orders to our customers once the product has been made. Pre-orders allow our customers exclusive access to our products.
Why we use the pre-order model?
Adopting the pre-order model is Mochi’s way of minimising our fashion waste. We feel that it is our responsibility, as Mochi, to create our pieces as consciously as possible.
What that means for your order?
Once you place your order with us, our Mochi makers will get to work on your piece immediately. This ensures that’s it ready and on its way to its new home within our 4-to-6 week timeframe, as promised.
Can you cancel or return pre-order purchases?
If you choose to cancel your pre-order and have used our partial payment service, then your partial payment amount will be refunded to you in the form of a credit note. When your pre-order item has been delivered, you have the standard return period of 14 days to notify us of the return and get a refund, except on Mochi Reconstructed pieces. All pre-orders for Mochi reconstructed that are returned are only liable for a credit note for the value of the piece.
Can I use a discount code, such as a newsletter subscription discount, alongside the Bundle promotion?
No, it it only possible to use one discount at a time. You cannot receive an additional discount on items have already been discounted, or sold at a lower price as part of a promotion.
I want to return one of the two items I bought as part of a bundle, what does that mean for my order?
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.