To start the return process for your order, please enter your email address or phone number and the order number below.
General Return Eligibility
In order to be eligible for a return, a product must be:
• In original condition, with its original tags attached and inside its original packaging.
• For clothing, unwashed, unworn(trying on is okay!), unscented, and unmarked.
Return Acceptance Window
Products can be returned within 7 days of delivery. This means that we must be notified and the items must be shipped to us within 7 days of delivery. Any return requests made after 7 days will be denied.
e.g. An order that arrived on January 1st will have until January 8th 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.
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.
Cost-Waived Returns
Products are eligible for a return without the standard 15% restocking fee, and associated shipping costs will be covered when:
• A different product arrives than originally ordered.
• The product has arrived in the wrong color or size than ordered.
• The product has arrived damaged, torn, or otherwise improperly manufactured.
Unreturnable Products
Due to logistical and/or sanitary reason, the following items will not be accepted for returns or exchanges:
• Lingerie
• Underwear
• Swimwear
• Promotional items and free gifts
How to Start Your Return
• 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 returns?
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.
When will I receive 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, an exchange order will be processed within 2-5 business days and sent out at our standard shipping rate.
Please Note:
We at Mochipan bear no responsibility for any returns that get rejected, returned to sender or lost in the mail due to incorrect shipping address, improper packaging, or insufficient postage. If your package was returned to sender, please contact the post office immediately to try and recover it.