FAQsfor updated terms and conditions regarding the covid-19 lockdown period, please click here
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Sizing, Styling and Availability...
How do I know my size?
the size shown is new zealand standard sizing. our moochi size guide is available at the bottom of every product details page for checking standard measurements or converting to different countries sizing. we also recommend you read the FIT details for each individual product, under VIEW DETAILS > DESIGNERS NOTES section.
tip: for more personal fit help, its best to contact one of our friendly store team to discuss specifics. call +64 93582137, 9am-5pm [new zealand is GMT+12:00hr]
Where can I find product or style information?
you can find more detailed product, fit and style information when you click VIEW DETAILS from the product quick view screen. here you can find DESIGNERS NOTES, FIT, CARE, COMPOSITION, SIZE GUIDE, OTHER COLOURS, AVAILABILITY IN STORE etc... or for more personal fit help, its best to contact one of our friendly store team to discuss specifics. call +64 93582137, 9am-5pm [new zealand is GMT+12:00hr]
How can I get styling advice?
we would love to help you find your moochi style, our in store teams have excellent product knowledge and ways to wear our products. call +64 93582137, 9am-5pm [new zealand is GMT+12:00hr] to speak to one of our in store stylists.
Where are moochi products made?
moochi is mostly made and 100% designed in new zealand, however some products are just best manufactured in other countries. we suggest you read our 'moochi made' story for the complete picture.
Do you have more stock available than what's showing online?
no, ALL available stock from ALL our stores and warehouse shows online, so if it's showing out of stock, it really is.
tip: you can register to be notified if this becomes available again, see faq 'the item or size i want is out of stock, what can i do?'
The item or size I want is out of stock. What can I do?
when you find a product that does not have your size available, simply click 'VIEW DETAILS' > select the size you are after > click 'NOTIFY ME' button > enter your email address > click SUBMIT button. you will then receive an email notifying you if this becomes available again.
note:if somebody returns one you may not be the only person who is notified of its availability so please don't be disappointed if your order isn't first in the que and we notify you thats its already sold, we run on first in first served.
Wondering if we are getting an item in another color or fabrication?
our store teams have excellent product knowledge. call +64 93582137, 9am-5pm [new zealand is GMT+12:00hr] to speak to one of our in store team.
Orders, Transactions and Payments...
How do I cancel or amend an order?
orders cannot be amended. however if your order hasn’t been ‘processed’ yet it may be possible to cancel it.
to cancel an order, firstly check the status of your order by logging into your account then clicking MY ACCOUNT in the top navigation bar > then select MY ORDERS and check the 'status column'. if it still says ‘processing’ we may be able to cancel it for you. this status can change quickly so please call our online support urgently if you wish us to cancel your order. +64 93582137, 9am-5pm [new zealand is GMT+12:00hr] and select the option for cancelling an order.
tip: if you are simply wanting to change your delivery address see faq 'can i change or redirect the delivery address?'
What payment types do you accept?
we accept visa and mastercard.
I haven't received an order confirmation. Did moochi receive my order?
if you did not receive an order confirmation email, but everything else about the transaction appeared normal, then could it be possible that you entered your email address incorrectly? or maybe its gone to your spam/junk folder? we suggest logging in using the email and password you entered at checkout and reviewing MY ACCOUNT > ORDERS to see if the order was placed. if there are no orders showing then something definitely went wrong, sorry. please complete your order again.
What currency are your prices in?
moochi.com is shown and charged in USD, united states dollars.
Shipping, Tracking and Delivery...
How do I track my order?
you should receive a shipping confirmation email once your order is packed and ready for the courier to collect. this email will have your ticket number in it and a link to the courier companies tracking website. this number only becomes active after the courier scans the package, so allow up to 24hrs for it to become active in their system. this number is also what you will need when dealing with the courier company about your package. you can track and manage your shipment options here
My tracking number doesn't work?
this could be because the courier hasn't yet picked up your package. the shipping email you receive is generated when we book the courier to pickup your order, however the ticket number won't activate in their tracking system until the courier scans your package upon pick up, so we suggest you check back again later. if your tracking number is still not active 24hrs after receiving our shipping email, you can contact the courier directly to enquire why on +64 9976 2976 or track and manage your shipment options here
I haven't received my tracking number?
please use this checklist before contacting us:
- did you type your email address correctly? yes, if you received an order confirmation email
- have you checked your junk/spam folder?
- has it been more than 2 days since you received the order confirmation? sometimes it takes a few days to fulfil orders
if you answered yes to all of the above, then please contact our online support here, with your order number for us to investigate for you.
Can I change or redirect the delivery address?
yes, but only you can do this directly with the courier company. please contact the courier directly on +64 9976 2976 or track and manage your shipment options here. you will need your ticket number and know other identifying information to request a change to the delivery address. alternatively, if your order hasnt yet shipped, we may be able to cancel your order and you can order again with a different address. see faq 'how do i cancel or amend an order?'
Who do I contact about a delivery issue or missing package?
for the fastest resolution on tracking/courier queries, you are best to contact the courier company directly, with your ticket number. this way you can get to the bottom of any issue first hand and approve a delivery solution you are happy with. please contact the courier directly on +64 9976 2976 or track and manage your shipment options here
tip: all packages are delivered 'signature required' so if they claim they have delivered your package, they must be able to provide you the name, gps location and provide a signature of the person who accepted delivery of the goods. please work with the courier to identify this person or location, so you can receive your package.
however if after 5 working days the courier fails to confirm who took delivery of the goods, please notify our online support here. if they have lost or fail to deliver your package within a reasonable timeframe, we will send you a replacement order.
My package has arrived but it's not what I ordered. What do I do?
firstly, we are so sorry! the fastest way for you to get the products you ordered (before sizes sell out) is to jump online and re-order them. then return the incorrect goods for a refund following our returns process. we understand this is a hassle, so upon receiving and processing the returned items we will also add a $20 credit to your moochi account for you to use. please complete the returns form and returns process in faq 'how and where do i return an item?'. again we are apologise for the inconvenience.
Do you offer free shipping?
yes, delivery is FREE on orders over $199, otherwise standard shipping is $9.99 world wide. insurance is included for piece of mind.
Do you offer insurance?
yes, the value of the goods are covered by insurance should something go wrong in transit. this covers missing packages and goods damaged in transit. if you have an issue please contact our online support here, with your order number and details of the claim.
important: if your order is damaged, please retain all packaging, take photos and videos if possible. this will help speed up any claim.
note: for clarity, packages that you have not received yet the courier has a delivery signature for, do not necessarily constitute a claim, firstly the person who signed for the package needs to be located.
How long does delivery take?
we endeavour to ship orders, from new zealand, within 24hrs of receiving them. however it really is hard to be precise on delivery times, as it depends which country you are shipping to. we use DHL for all international orders as they are fast and reliable. generally your order should be with you between 7-10 days maybe up to 2 weeks.
- if we have to split ship your order, allow 1 extra day to dispatch.
note: currently couriers do not pick up orders on new zealand weekends/public holidays
Do you split ship orders?
yes occasionally, if your order cannot be fulfilled by a single store, we will need to split your order and ship from multiple stores, you will receive multiple shipping emails from us if this is the case. this may also take an extra day to organise.
Where does my order get dispatched from?
your online order is sent to the closest moochi store, in new zealand, which has the products you ordered. there they will pick and package your items and request the courier pick up.
note: if you wish to return an item you will need to return it to our new zealand address. see faq 'how and where do I return an item?'
Do you deliver to P.O. Boxes?
no, couriers generally do not deliver to p.o. boxes.
Do I need to sign for my delivery?
yes, we only ship via methods requiring a signature. however, anyone at the delivery address who signs for the package shall be deemed to be authorised to receive the goods on your behalf. if you would like your package left unattended or delivered to a different address, please see faq 'can I change or redirect the delivery address?' to contact the courier to arrange this with them. this will then become your responsibility and we cannot be held responsible for lost or missing packages.
do you ship internationally?
yes, a list of countries can be found when checking out. currently these are: Austria, British Virgin Islands, Canada, Cook Islands, Croatia, Denmark, Fiji, Finland, France, French Polynesia, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Iceland, Ireland, Isle of Man, Italy, Japan, Luxembourg, Malaysia, Maldives, Monaco, Netherlands, New Caledonia, Norfolk Island, Norway, Portugal, Saudi Arabia, Seychelles, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Tonga, United Arab Emirates, United Kingdom, United States, Vanuatu
who pays for customs, duty and import levies?
goods are shipped from new zealand, so import duty, customs fees, local sales taxes and other levies may be charged to you by the destination countries customs/border authorities. these charges are beyond our control and are your responsibility to pay and will not be refunded by moochi. payment of these levies may even be necessary to release your order for delivery to you. moochi is not responsible for any costs or delays caused by customs/border authorities.
tip: we suggest you find out what value of goods is exempt from attracting these levies, from your local authority. then split orders over this value, 2 or more days apart. this should speed up delivery and not attract taxes and duties at border.
Returns, Refunds and Exchanges...
What is Moochi's return policy?
at moochi we offer a 'return for any reason' policy on these terms:
- items must be returned within 21 days
- still have the original tags attached and packaging intact
- be in new, unworn, saleable condition, determined by moochi upon inspection
- proof of purchase must be made by way of receipt, order/invoice number or customer account transaction
note: excludes swimwear, underwear and earrings. these are not eligible to be returned for hygiene reasons. please do not remove the swing tags or labeling from the item until you are 100% sure you want to keep it. after removing these it is no longer eligible to be returned.
if your return complies with the above then it will be considered eligible for exchange, refund or credit as per those policies. see faq's 'can i get a refund on my returned item?'or 'can i exchange an item?'
the faqs in this section explain how moochi's returns policy works. additional policy terms are located on our terms and conditions page here.
How and where do I return an item?
firstly read our faq 'what is moochi's returns policy?' to ensure your item is eligible to be returned.
complete the returns form included with your order or print a returns form here. enclose the completed returns form with the goods to be returned, unworn and with tags attached and return it to the international returns address, within 21 days of receiving your order.
note: the returns form has the return address on it. we recommend using a tracked courier so you can trace the package if it doesn't get to us. we cannot be responsible for returns that dont arrive.
Can I have a refund of my returned item?
online purchases that are eligible for return under our returns policy, can be either refunded or a credit applied to your moochi account, please indicate your preference on the returns form
note: see faq 'what is the moochi returns policy?' to see if your return is eligible. also see faq 'can i exchange my item?'. all refunds will have the proportionate value of any moochi money redeemed, deducted from the value of the goods being refunded.
When will I receive my refund?
eligible refunds will be processed by us within 2 working days of receiving your return. you will receive an email of confirmation from us when this refund has been processed. if you do not receive your refund or the confirmation email within 5 working days from sending us your return, please contact our online support here, with your order number.
please note: depending on your card provider your refund may take 5-7 days to appear on your statement/account after receiving our refund confirmation email. please direct your queries about this directly to your card provider (your bank).
Can I exchange an item?
yes, all eligible returns, under our returns policy, can be exchanged for a different size or colour (must be the same style) free of charge. simply follow the process in faq 'how and where do i return an item?'
tip: alternatively we suggest if you just require a different size or colour in the same style, immediately re-purchase the same style online in the correct size or colour, to ensure it does not sell out. then return the incorrect sized or coloured item indicating the order number for the re-purchased item on the returns form. if we can validate the purchase as a direct exchange for size or colour in the same style, we will refund you the original purchase.
Have you received my return?
as soon as we receive your return we will txt or email you let you know we have it. if you have not received a txt or email, please call your courier provider to track your package with them. please then allow up to 2 working days for us to assess your return and process your request. you will be contacted by email to confirm your return has been processed.
if you need to follow up on your return please contact the store you sent the return to with your order number.
note: we recommend using a tracked courier so you can trace the package if it doesn't get to us. we cannot be responsible for returns that dont arrive.
My package has arrived but it's not correct. What do I do?
we are so sorry! please refer to faq 'my package has arrived but its not what i ordered. what do i do?'
What does Moochi consider 'fair wear and tear' on products?
all moochi products are made with the greatest care and attention to detail, however they are not immune to wear and tear. wear and tear is damage that naturally and inevitably occurs as a result of use or aging.
faults in products generally relate to manufacturing errors or fabrication issues. user error is not considered faulty product.
below is a list of what we consider to be 'fair wear and tear' and is not necessarily a fault with the product. if after reading the below you feel your issue falls outside of these, we encourage you to please return your item to be assessed by our technical representative, see faq 'my item has developed a fault, what do i do?'
moochi shoes are subject to stringent wear testing to ensure long lasting enjoyment.
we consider 'fair wear and tear' to be:
frayed webbing, worn stitching, scuffing, rubber breakdown, yellowing of white rubber, worn soles and inner sole breakdown.
at moochi we wear and care test all our knitwear. we produce in house care labels with tailored care and maintenance for each garment.
we consider 'fair wear and tear' to be:
pilling; soft loftier yarns can be prone to pilling with wear, the extent of pilling can depend on a number of factors including the action of the wearer i.e. there is a greater chance of pilling generally if the wearer is more active, or whether the sweater during wear constantly comes into contact with other surfaces that tend to cause abrasion. if pills do form, they can be removed by hand or by a de-pilling device.
snagging; knitwear snagging can occur when the garment comes into contact with rough surfaces and jewellery. we recommend repairing any snags on unravelled thread immediately to prevent further damage.
it is essential that knitwear care is followed as per the care label to prevent shrinkage, shrinkage is considered user error.
our leathers are sourced from the highest quality manufacturers globally and have a beautiful feel when wearing. leather is a natural, durable substance that is both luxurious and long-lasting, leather is however not indestructible and requires careful enjoyment and care.
we consider 'fair wear and tear' to be:
ripping; fast or repetitive movement or ongoing pressure to the leather may cause the leather to rip.
fading; leather fading is common with ongoing exposure to the sun.
shading; being a natural product shading, a form of fading, can occur between different parts of the hide, resulting in slightly different shades of colour in a garment.
leather is a skin and requires ongoing maintenance and leather conditioning. please refer to the care label for advice on how to care for your leather to ensure long lasting enjoyment.
jewellery is often plated or referred to as 'costume' jewellery. at moochi we always use the thickest layer of plating possible for our jewellery, to ensure you have maximum enjoyment from our pieces.
we consider 'fair wear and tear' to be:
tarnishing; jewellery will age and tarnish naturally, the rate at which this happens is different as the oils and acids in everyone's skin is different. to minimise tarnishing, avoid using cosmetics such as hairspray, perfume and moisturizers when wearing.
breakage; jewellery can be knocked or scratched in everyday situations and often these are hard to avoid. similarly, broken or snapped jewellery from hard wearing is considered user error.
we recommend using a soft jewellery specific polishing cloth to polish your jewellery regularly.
The item I ordered arrived faulty?
if you receive a new item that you believe is faulty and still has the tags attached. please complete the returns form and return immediately as per the faq 'how and where do i return an item?'
if moochi accepts the claim we will...
- replace the faulty item with another.
- if we cannot replace it we will refund the cost of the item.
we will also credit your moochi account with $20 to spend on your next purchase.
note: if the tags have been removed, please refer to faq 'my item has developed a fault. what do I do?'
my item has developed a fault. What do I do?
if you have an item you have worn or the tags have been removed and in your opinion has become faulty we ask that you:
- firstly read our faq 'what does moochi consider to be fair wear and tear on products?' to understand what we consider to be 'wear and tear' or a 'fault'.
- if you believe your item is faulty after reading this, then please follow the returns process in faq 'how and where do i return an item?'. upon receiving the item it may need to be assessed by our technical representative, which could take up to 5 working days.
if moochi accepts the claim we will...
- repair the faulty item and advise a timeframe for the repair
- if it is deemed unrepairable we will, replace the faulty item with another.
- if we cannot replace it we will, refund the cost of the item.
if moochi does not accept the claim we will...
- explain our reasons
- return the item back to you, additional shipping charges may apply.
tip: we suggest contacting our online support here, with details and photos of the issue before sending to us, as we might be able to confirm eligibility over the phone before returning.
Loyalty, Rewards and Promotions...
What is Moochi Money?
How do I get Moochi Money?
to get moochi money all you need to do is sign you up to our email newsletters by creating an account online and ticking the 'sign up for newsletter' box.
note: by joining the moochi money program you are giving us permission to send you marketing communications. if you unsubscribe or opt-out of these your moochi money will expire immediately.
once signed up every time you make a purchase, linked to your account, it adds to your accumulated balance. when you have accumulated (spent) $600 you will receive a $50 moochi money credit on your account.
tip: ensure you are logged in to your account online to link the purchase to your account, prior to finalising the transaction.
exclusions/exceptions. moochi money does not qualify:
- towards the 'accumulated balance' (spent value)
- on items discounted from rrp
- on purchases made on layby
- on made-to-order or customised products are not qualifying purchases towards your 'accumulated balance ie. bridesmaids orders
How can I redeem my Moochi Money?
moochi money can be redeemed on all purchases made at recommended retail price (rrp). a maximum of $50 moochi money is redeemable per item in the transaction. to redeem online, you simply need to login to your account, your moochi money will be applied to the transaction by ticking the box in the checkout.
exclusions/exceptions. moochi money does not qualify:
- towards items discounted from rrp
- as deposit or payments against laybys
- in conjunction with any other offer or voucher, unless that offer specifically allows the use moochi money in writing
- when purchasing items for another person
Where do I find my Moochi Money balance?
when logged in to your moochi account online, your moochi money balance will display on the top right of your screen. on mobile, navigate to your account and click 'MY MOOCHI MONEY'. it is also on every moochi mail email we send you.
Does Moochi Money expire?
yes, moochi money expires if there are no purchases on your account within the previous 12 months. they also immediately expire if you 'unsubscribe' from our email communications. see faq 'how do i unsubscribe to the moochi emails?'
My Moochi Money balance hasn't updated?
if you were not logged in to your account when checking out, the purchase wont be allocated to your accumulated balance. to claim missing moochi money or purchases towards moochi money, please contact online support here within 30 days with your order number.
My Account, Passwords and Functionality...
Do I need to create an account to shop?
no, however a new account is automatically created as you checkout, using your email address and the password you entered, as the login details for next time.
tip: if you want to earn moochi money, you must create an account and sign up to our newsletter. see faq 'what is moochi money?'
How do I create a new account?
an account is automatically created as you checkout using your email address and the password you enter. alternatively you can create an account at anytime by clicking login > create account > fill in your details.
tip: leave the 'sign up to our newsletter' box ticked to earn moochi money, see faq 'what is moochi money?'
How do I update my email or physical address?
once you are logged in, click MY ACCOUNT in the top navigation bar.
then once in your account, you can update your details from: From ACCOUNT INFORMATION change your name, email, password and birthday or click to change password. From the ADDRESS BOOK change your default billing and shipping addresses, add additional shipping addresses.
I forgot my password. What do I do?
click login > forgot password > enter your account email address, you will be sent an email with a link to reset your password.
How do I see items I have purchased previously?
once you are logged in, click MY ACCOUNT in the top navigation bar, then MY MOOCHI WARDROBE to see all your purchased items.
How do I unsubscribe from the moochi emails?
at the bottom of your moochi mail email there will always be an option to update your preferences or unsubscribe by clicking the corresponding link. please note however, unsubscribing can affect your moochi money rewards see faq 'what is moochi money?' before unsubscribing. we recommend using the 'update your preferences' link to avoid losing your rewards.
Holds, Laybuy, and Click & Collect...
Can I hold or reserve a product?
no, moochi produces very limited numbers of each style and all our products are live online and can sell at any time, so reserving products is not possible. we suggest you purchase the item and return it if you change your mind. see our returns policy in faq section 'returns, refunds and exchanges...'.
Can I laybuy an order online?
you can pay by laybuy at checkout. simply login to your laybuy account and follow the instructions.
Gift Cards, Style Steals Vouchers, and Promo Codes
How do I redeem my Style Steals voucher?
style steals vouchers can be redeemed online, only on products shown on the 'style steals' page. add one of these products to your cart and use the voucher code at the checkout.
My Style Steals voucher does not work. Why?
- style steals vouchers are valid for 1 month from purchase, maybe it's expired?
- double check the item in your cart is showing on the 'style steals' page, maybe it's not a style steals product?
if it has been less than a month and the exact item is showing on the style steals page but your voucher is not working, contact online support here
Do gift cards work online and in store?
no, currently they are separate for each:
- online gift vouchers are for online only
- in store gift cards are for in store use only
you can however buy in store gift cards online, just select the correct option for your needs. to redeem your gift voucher online, simply enter your gift voucher code at the checkout. we are currently working to integrate online and in store vouchers.