Returns and exchanges

To start the return process for your order, please enter your email address or phone number and the order number below.

Mochipan Return Policy

We want you to love your Mochipan purchase, but if something isn’t quite right, we’re here to help! Please review our return guidelines below:

Return Eligibility

To be eligible for a return, items must be:

  • In original condition, with tags attached and in their original packaging.
  • Unworn (trying on is fine!), unwashed, unscented, and unmarked.

Unreturnable Items: Due to sanitary or logistical reasons, we cannot accept returns on lingerie, underwear, swimwear, promotional items, or free gifts.

Return Window

Returns must be initiated within 14 days of delivery. Please notify us and ship your item back within this time frame.

For example: If your order arrives on January 1, it must be shipped back by January 8.

Return Process

  1. Enter your order number and email on our [Returns Page] and follow the steps.
  2. Select the items you’d like to return and provide a detailed description of the issue.
  3. Attach images, if requested, for damaged or defective items.
  4. You’ll receive shipping instructions once your return request is approved.

We recommend using a trackable shipping service to ensure your package arrives safely. Please note that return shipping costs are typically covered by the customer unless otherwise specified.

Cost-Waived Returns

Returns will be free of charge (no restocking fee, and we’ll cover shipping costs) if:

  • You received the wrong item, color, or size.
  • Your item arrived damaged or defective.

Restocking Fees

If a return is made out of preference (e.g., you changed your mind), a 15% restocking fee will apply. Return shipping costs are also the customer’s responsibility in this case. Original shipping fees are non-refundable.

Refunds & Exchanges

  • Refunds: Once we receive and review your return, we’ll process your refund within 1-3 business days. Refunds will be credited to your original payment method within 1-5 business days after processing.
  • Exchanges: If exchanging, your new item will ship within 2-5 business days after we receive and review your return. Standard shipping rates apply.

Sustainable Returns

We encourage sustainable practices:

  • Reuse the original packaging whenever possible.
  • Consolidate multiple returns into one shipment.
  • Recycle any materials responsibly.

Let’s work together to reduce waste and protect our planet!

Important Notes

Mochipan is not responsible for returns that are rejected or returned to sender due to incorrect shipping addresses, improper packaging, or insufficient postage. If this happens, please contact your postal service to retrieve the package.

We hope this policy gives you peace of mind when shopping with us! If you have any questions or need assistance, don’t hesitate to reach out.