Returns & Exchange Policy

Here at Mochi and Chill, I want to provide the best service and I pride myself in how I do business and take care of my customers (especially after years of experience running an online business and working in customer-oriented positions). Utmost care and attention is taken to ensure your order is correct, packed safely so it arrives in one piece in transit and there are no flaws or defects (unless otherwise noted for vintage items, seconds or re-worked items).

Returns and exchanges are accepted within 7 days of receiving your order. Items can be exchanged or returned to the original form of payment method less cost of shipping.

Returns, replacements and exchanges are only available for orders placed on mochiandchill.com. An original transaction number must be provided.

The following exceptions apply to returns and exchanges:
-Custom orders are final sale
-Incense and fragrance are final sale
-Returned items must be in sellable condition and have all original packaging and tags attached. There must be no signs of wear, damage or use.
-Orders will be refunded less cost of shipping paid. If your original order qualified for free standard shipping, the refund will be for the items returned less $5 for return shipping.

How to Initiate a Return or Exchange:
1. Please fill out the contact form and include your order information (order number), items you are looking to return or exchange and return or exchange reason.
2. For returns, the buyer is responsible for shipping the returned items back. I recommend using a service that has a tracking number. For exchanges, a prepaid shipping label will be issued.
3. Once authorized, for Returns and exchanges, the package must be postmarked within 5 days of authorization.
4. Once order is received by me, I will let you know and initiate either: refund less cost of shipping OR exchange.

Damage in transit?
While utmost care is taken to pack your order so it arrives safely and intact, sometimes stuff happens (as an avid online-shopper I have been on the receiving end of this and understand how disappointing it can be). If you receive your order and there is damage, please reach out via our contact form so I can assist further. Customer satisfaction is my top priority so I will ensure we come to a resolution! Please make sure to retain all packaging and items until a resolution is reached.

Questions?
Please do not hesitate to reach out with any questions. Use the contact form on our site to reach out or on Instagram use the e-mail contact button (please no DM's on Instagram, this ensures inquiries are responded to in order and in a timely manner as messages and/or comment notifications can get missed).  Additional photos and measurements can be provided upon request.