COVID-19 UPDATES

we are updating this page regularly to help answer all your questions or direct you to who best to contact

26 March 2020

 

we’re adjusting our customer experience model and following all government instructions as we do our part to eliminate and contain covid-19, your patience and understanding is appreciated as we attempt to navigate this unprecedented time together

our brick and mortar stores are now closed until further notice, but you can still keep in touch with your local store remotely

moochi online will remain open but we will not be able to ship your orders from this date. we hope to be able to resume shipping orders before the end of the close-down period, but are unable to give you a date at this time. if you still wish to make an order despite the delivery delays, we assure you we will honour your order as soon as we are able to and will stay in close communication with you regarding the process.

our team is here to support and provide you with content to inspire and motivate our community as we find our new normal. we appreciate that new wardrobe additions may not be a priority at this time, so we’re going to try our best to delight and inform you as we settle into our personal work-from-home spaces

thank you for your continued support, we wish you all well

Stay safe, together we can reduce the spread and flatten the curve

 

xx

 

FAQ's

 

when will i receive my order/return/exchange?

our couriers are prioritising delivering essential goods for essential services at this time. at this stage we cannot guarantee delivery timeframes, however if you have an outstanding order and are unsure of the status, please contact us via online@moochi.co.nz and we’ll do our best to provide you with an update.

 

what measures are courier companies taking during this lockdown period to keep me safe?

couriers have introduced safer measures for delivery at this time. we understand that couriers will knock on the door as usual and step backwards to a safe distance, they will wait for you to come to the door, they will then ask for the your name and leave the parcel on the doorstep, you will not sign for the delivery directly

 

what do i do if i currently need to return or exchange my purchase?

we’re extending our returns period out to after lockdown in goodwill. so, provided your order is eligible for a return, we will action either an exchange or refund should you choose. to understand more about eligibility of returns please click here

should you desperately wish to send your order back you can send to any of the addresses as provided on our returns form. we’d encourage you to hold onto your order in the meantime and email online@moochi.co.nz to update us should you have a problem

 

when will i be refunded?

as soon as we have received your return parcel, we will assess the product to ensure it meets our return criteria, once it has been approved we will process your return and issue your refund. please allow 3-5 business days for your return to be processed once we have received it. we will confirm your refund has been processed as soon as we are able to action it

 

what if i need to exchange my order for another size?

as we are not an essential service, couriers are not able to deliver goods in and out of our moochi stores at this time. we ask for patience as we navigate through this period. once we are up and running we will endeavor to process your request for an exchange asap

 

is it safe to shop from your site after lockdown?

prior to lockdown are undertook all practical measures and advice from the world health organisation and local authorities to ensure the highest standard of health and safety measures. however, as our stores are now closed, online orders are unable to be fulfilled at this time. as soon as we are up and running we will be able to process your orders as normal.

 

how can i contact moochi?

our online and marketing team are here to help with any advice you might need. from styling tips to product fit, return queries or delivery troubles, we are here for you. use our live chat function on the website to reach us, or call us on 0800-moochi

 

 

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