Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging.

Step 1: Contact Us

To initiate a return, please reach out to us via email at mochimojo888@gmail.com or WhatsApp 0049-1622326347. Your request must include:

  • Your order number
  • Photos of the item (to confirm its condition)
  • The reason for the return

Step 2: Approval or Declination

We will review your request promptly.

  • Approved: We will send you a Return Authorization email with further instructions. Items sent back without a Return Authorization will not be accepted.
  • Declined: Requests submitted outside the 30-day return window will not be accepted.

Step 3: Shipping the Item Back

  • Customer covers shipping: If you changed your mind about the purchase, you are responsible for the return shipping cost. Please ensure the package is tracked and insured.
  • We cover shipping: If the item arrived damaged, is defective (e.g., a broken clasp), or if we sent the wrong item or wrong size, we will provide a prepaid shipping label for you.

Please send returns to: Mochi Mojo, Pellinger Str. 42c, 54294 Trier, Germany.

Step 4: Quality Inspection

Once we receive your return, we will inspect the item before processing any refund.

Step 5: Refund Processing

If the return is approved:

  • Timeline: Refunds are typically processed within 5–10 business days. Please allow additional time for your bank or credit card provider to post the funds.
  • Confirmation: You will receive an email confirmation once your return has been processed: "Your return has been processed. You should see the funds in your account shortly."
  • If more than 15 business days have passed since approval, please contact us at mochimojo888@gmail.com.

Damages & Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect so we can make it right.

Exchanges

The fastest way to get the item you want is to return the original item and, once the return is accepted, place a new order.

European Union — 30-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return it within 30 days for any reason, without justification. The item must be unworn, unused, with tags, and in its original packaging. Proof of purchase is required.