Refund policy

Refund Policy

Every Mochi Mail Co product is made in small batches, and some items are personalised to order. For this reason, I'm unable to accept returns or offer refunds for change of mind, incorrect selections, or buyer's remorse. Please review your order carefully — including any customisation details, options, and shipping information — before completing your purchase.

Defective or damaged items
If your order arrives faulty, damaged, or incorrect, I want to put it right. Please contact me within 7 days of delivery at mochimailco@gmail.com with your order number and clear photos of the issue. Once the fault is verified, you may choose either a replacement or a refund for the affected item(s). If I ask you to return the item, I'll cover reasonable return postage for confirmed defects.

Order changes & cancellations
As items are made to order in small batches, orders cannot be changed or cancelled once they have been placed. Please double-check all details before checking out.

Lost or delayed mail
Once an order has been handed to the postal carrier, I'm not responsible for items lost, delayed, or damaged in transit — this particularly applies to untracked shipping chosen at checkout. If you'd like protection against loss, please select a tracked shipping option. I'm always glad to help you trace a parcel where possible.

Your consumer rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. Where those laws apply, your statutory rights remain unaffected.

Questions?
For anything at all, reach out at mochimailco@gmail.com and I'll get back to you as soon as I can.