To start the return process for your order, please enter your email address or phone number and the order number below.
Our Return Policy:
Items eligible for return will be accepted within 14 days of delivery. This means we must be notified and the items must be sent to us WITHIN 14 days of delivery. For example, an order that arrived on January 1st will have until January 15th to be sent back to us. Please note that return shipping costs must be covered by the customer in most cases.
We ask that customers use reputable shipping services with tracking to ensure the return package will be delivered safely and securely in cases where a tracking slip is not provided by us. Returned items must be returned in original condition, unwashed and unworn (though trying the item on is perfectly fine,) and in the original packaging.
We reserve the right to refuse a return item that has been worn/used. Once the eligible return has been received and reviewed, a full refund -or- an exchange will be processed within 1-3 business days.
What items are eligible for a typical return & refund/exchange?
Items are eligible for a return & refund/exchange if:
- The item you received is a different product than ordered.
- The item was received in the wrong size or color.
- The item is damaged, ripped, torn or dirty on arrival.
The item must be:
- In original condition
- For clothing, unwashed and unworn
- In the original packaging
Note: Free gifts or promotional items are not returnable!
The item is not eligible for a typical return if:
- It is slightly smaller or larger than indicated by our size chart, but no more than 3cm.
- It has arrived with no issues, but the customer simply does not like it.**
Please be advised that we at Mochipan bear no responsibility for any return packages that get rejected, returned to sender or lost in the mail due to an incorrect shipping address, improper packaging, or insufficient postage.
**Should the customer still wish to return the item for a refund or exchange despite not typically being eligible, we will accept the return but a 15% restocking fee will be charged. In the case of a refund, this 15% restocking fee will be deducted from the refund. Only items that would otherwise qualify for return (in original condition, unwashed/unworn, original packaging) will be accepted.
Please note that not all items are necessarily eligible for this exemption, and we are unable to accommodate most pre-order exchange requests.
On Cancellation:
Generally, an order cannot be canceled once placed. If an item was ordered in the wrong size/color, please contact us within 24 hours of placement at mochipanofficial@gmail.com, and we will attempt to apply any requested changes. We cannot guarantee changes to your order as we always work to process orders as quickly as possible.
How do I return my item(s)?
- Enter your order number and email address in the fields above and click "Start"
- Follow the instructions and select the items you want to return
- Make sure to include a detailed description of the issue in the notes
- We may request some supporting images of your item to confirm any issues.
- You will get a confirmation email with the shipping guidelines once the return request is approved.
Are there any charges for return?
There are no additional charges for returns with a valid reason that necessitates a return. If a product is returned out of preference (i.e. simply not wanting it after ordering) there will be a 15% restocking fee. Please note that original shipping costs are always non-refundable.
How soon will I get my refund/exchange?
Once a return is received and reviewed, we will send out an email to confirm that the return has been processed.
In the case of a return & refund, a refund confirmation email will be sent within 1-2 business days afterwards. From there, a credit will be applied to the original method of payment within 1-5 business days.
In the case of a return & exchange, the customer will be prompted to select an item of similar value (give or take a few dollars) to be sent to them. From there, an exchange order will be processed within 2-5 business days and sent out at our standard shipping rate.
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