COVID-19 UPDATES

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

 

24 april 2020

we're excited to share that from from tuesday 28 april we will be operating at level 3

what can you expect from moochi at level 3?

at level 3 all online orders will be processed and shipped immediately any non-essential or workroom sale orders placed at level 4 will be shipped from tuesday 27th april our bricks and mortar stores will be operating with closed doors. over the coming days we look forward to launching our new customer experience model, so that you can continue to enjoy being in moochi, safely. our teams are excited to speak with you soon. our team will continue to provide you with content to inspire and motivate as we make further adaptation to the new normal. we are super grateful for your messages of support and patience over the last few weeks, our team had thrived on these messages from you.

thank you for your continued support, we wish you are all well and stay safe, together we can continue to reduce the spread and flatten the curve

love

moochi team xx

 

FAQ's

when will i receive my order/return/exchange?

at level 3 all online orders will be processed and shipped immediately any non-essential or workroom sale orders placed at level 4 will be shipped from tuesday 27th april. please contact online@moochi.co.nz or give us a call on 0800 moochi, please have your order number ready.

 

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

couriers will continue to be operating safely at level 3. 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?

alert level 4 orders: we have extended our returns and exchange period to 30 days for all orders placed at alert level 4.

alert level 3 orders: returns will be accepted up to 14 days after delivery.

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

to find out more about how to return an item please click here

 

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?

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.

 

are you able to ship international orders at this time?

our international courier is able to ship and deliver all orders at this time. however, we cannot guarantee delivery timeframes. 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.

we're sorry but our online workroom sale is for nz customers only.

 

is it safe to shop from your site at level 3?

prior to lockdown we undertook all practical measures and advice from the world health organisation and local authorities to ensure the highest standard of health and safety measures.

 

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. email online@moochi.co.nz or call us on 0800-moochi

 

workroom sale online FAQ's

how much does it cost to ship my workroom sale order?

all orders over $299 qualify for free shipping otherwise our standard nz shipping rate of $4.99 applies. we’re sorry but our workroom sale is available to nz customers only


how do i amend my sale order?

we're sorry but orders cannot be amended for any reason. however if your order hasn’t been ‘processed’ yet it may be possible to cancel it. for more information please refer to our faq's


can I use my moochi money toward my workroom sale purchases?

we’re sorry, moochi money cannot be redeemed or accumulated on any online workroom sale purchases. should your cart include any product/s outside of our workroom sale edit you will accumulate points for these products only.


when can i expect to receive my workroom sale order? 

all sale orders will be processed and shipped immediately once we have reached level 3. once your order has been processed you will receive a tracking number via email. please note: tracking details will show ‘no ticket information’ until the courier has safely collected your order from our workroom. any queries related to the status of your order please email us online@moochi.co.nz and reference your order number.

what is your returns policy for the online workroom sale?  

should you wish to exchange for a different size or colour (same style) we will do this for you free of charge. if you qualify for free shipping and choose to return your order for a refund, moochi will retain $4.99 nzd to cover the cost of the original shipment. if you have paid a $4.99 shipping charge for an order under $299, moochi will retain the original shipping charge. our returns period applies up to 14 days from delivery.


for all standard promotional terms and conditions see here

 

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