faqs

we update this page regularly to help answer your questions or direct you to who best to contact. if you have a suggestion for this page to make it more useful, please send it to us on online@moochi.co.nz.

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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 can be found at the bottom of every product page, and contains standard measurements plus international sizing conversions. we also recommend you read the fit details for each individual product. you will find these under VIEW DETAILS > DESIGNER'S NOTES.

tip: for personalised fit help, call 0800 moochi between 9am-5pm and one of our friendly store team will be happy to assist.

where can I find product or style information?


you can find more detailed product, fit and style information by clicking VIEW DETAILS on the product quick view screen. this will bring up DESIGNER'S NOTES, and general information on a product’s FIT, COMPOSITION, SIZING, plus CARE INSTRUCTIONS, OTHER COLOURS, and IN-STORE AVAILABILITY. for more personalised fit help, it’s best to call 0800 moochi between 9am-5pm and one of our friendly store team will be happy to assist.

how can I get styling advice?

we would love to help you find your moochi style. our in store stylists have excellent product knowledge and can suggest the best and latest ways to wear our products. call 0800 moochi, 9am-5pm and we will connect you.

where are moochi products made?

moochi is proudly owned and operated in new zealand. 100% of our product offering is designed in our auckland design pod, and we are mostly made here. in addition to our much-loved local makers, some of whom have been part of the moochi story since the beginning, we work with a tight network of specialist offshore partners who have the skills and equipment to meet our needs. to learn more, we encourage you to read the MOOCHI MADE story in our MOOCHI WORLD section.

do you have more stock available than what's showing online?

no, what you can see online is ALL available stock from ALL our stores, and our warehouse. if a product says out of stock, it really is out of stock. please call us on 0800 moochi and we'll be happy to suggest something similar.


will this product be coming out in another colour or fabrication?

our store teams have excellent product knowledge. call 0800 moochi, 9am-5pm and we'll be sure to share whatever intel we have.

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, first check your order status by logging into your account. in the top right navigation bar, select MY ACCOUNT > MY ORDERS, then click on the order you want to check. if it says ‘processing’, we may be able to cancel it for you. this order status can change quickly so if you do wish to cancel, please urgently contact our online support by phoning +64 9 358 2138, 9am-5pm, or emailing online@moochi.co.nz

tip: if you are simply wanting to change your delivery address, see faqs 'can i change or redirect the delivery address?'

what payment types do you accept?

we accept visa, mastercard and laybuy

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, check your spam/junk folder. it could also be that you entered your email address incorrectly – this happens! we suggest logging in again using the email and password you entered at checkout and reviewing MY ACCOUNT > MY 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.co.nz is shown and charged in NZD, new zealand dollars.

Shipping, Tracking and Delivery

please see our shipping and returns page for more information.

Returns, Refunds and Exchanges

please see our shipping and returns page for more information.

Loyalty, Rewards and Promotions

please see our moochi money page for more information.

My Account, Passwords and Functionality

do i need to create an account to shop?

no, however a new account is automatically created as you check out, using your email address and the password you entered. these are saved as your 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 faqs 'what is moochi money?'

how do i create a new account?

an account is automatically created as you check out, using your email address and the password you enter. if you aren't ready to make a purchase, you can still create an account at any time by clicking login > create account > fill in your details.

tip: leave the 'sign up to our newsletter' box ticked to earn moochi money. see faqs '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.

from here you can update your details. under ACCOUNT INFORMATION, you can change your name, email, password and birthday. under ADDRESS BOOK, you can change your default billing and shipping addresses, and add additional shipping addresses.

i forgot my password. what do i do?

click login > forgot password and enter your account email address. you will be sent an email with a link to reset your password. if you need any help please email online@moochi.co.nz

how do i see items i have purchased

not at the present time, but this is a feature we are working on for the near future.

how do i unsubscribe from moochi emails?

at the bottom of all moochi emails, there will always be an option to update your email preferences or unsubscribe. simply click the corresponding link. please note: unsubscribing can affect your moochi money rewards. see faqs 'what is moochi money?' before unsubscribing. we recommend using the 'update your preferences' link to avoid losing any existing rewards, or eligibility to earn rewards in the future.

Holds, Laybuy & Afterpay

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 faq 'returns, refunds and exchanges' for our returns policy.

can i laybuy an order online?

you can pay by laybuy at checkout. simply login to your laybuy account and follow the instructions.

Where can I use Afterpay?
Afterpay is currently available at all 12 Moochi stores around NZ. Afterpay will be available online soon.

How do I use Afterpay?
If you dont have an Afterpay account, you can either download the app or Visit portal.afterpay.com/login-email to create your account.

For an In-store purchase, you will have to go through the Afterpay App. Once in the app, select the card, and once the Afterpay Digital card pops up, tap your phone on the eftpos terminal (just like any other digital card). Once the Afterpay card is set up in your digital wallet, you can just pull it up from your home screen without needing to go through the app.

Who can use Afterpay?
Any NZ resident over 18 with a valid debit or credit card.

How much can I spend with Afterpay?
Afterpay's automated system considers a number of different factors and on your first transaction you will be able to spend $600.. As an example, the longer you have been a customer with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more. Restrictions are tighter for 'new' customers (first 6 weeks) until Afterpay gets to know you. Whilst it might be frustrating not knowing exactly how much you can spend each time, the rules and approval process help Afterpay responsibly offer a completely free service to our customers. The good news is that each time you use Afterpay they are making a fresh decision, and over time you will be able to spend more as long as you continue to repay your instalments on time.

How do I return my order?
Our standard moochi returns policy applies. Our team will process the refund for your order through the Afterpay platform and we will credit the funds to your nominated debit or credit card and adjust or cancel your payment schedule as necessary.

Is there anything else I should know?
If you have not made the payment before the due date, and the automatic payment fails, you have until 11pm (AST) the following day to make payment. After 11pm the following day, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within 7 days (as stated in the Afterpay Terms).

Can I use Afterpay on sale items?
Yes, you can, but please be aware all sale items are non-refundable. If you wish to return a sale item Moochi will credit you the full amount for your return, but you will first need to complete your Afterpay payment schedule of 4x fortnightly payments.

What if the item is over $1000?
To be eligible for Afterpay the total cost of the purchase cannot exceed $2000.

Gift Cards and Style Steals Vouchers

how do i redeem my style steals voucher online?

style steals vouchers can be redeemed exclusively on products shown on the 'style steals' page. add one of these products to your cart and simply enter your style steals voucher code at the checkout.

my style steals voucher does not work. why?

– style steals vouchers are valid for 1 month from purchase. please check the expiry date
– style steals vouchers can only be redeemed on style steals product. double check the item in your cart is showing on the 'style steals' page. if it isn't, your style steals voucher will not be applied. please note, this can sometimes include the same style in a different colour

if your voucher is still valid and the exact item is showing on the style steals page but your discount is not being applied, please email online@moochi.co.nz or phone 0800 moochi (0800 666 244) and one of our friendly in store team can help you out.


do gift cards work online and in store?
yes! our gift cards can be purchased in store, online or over the phone, and redeemed at any moochi store or at moochi.co.nz.

a few things to note:
- style steals vouchers can only be redeemed on full priced item
- style steals vouchers can only be redeemed once per customer
- purchasing gift card in-store? you will receive a physical gift card
- purchasing gift card over the phone? you will be sent a physical gift card in the mail. call 0800 moochi and our team will process your order
- purchasing gift card online? you can choose between an e-gift card, emailed to you, or a physical gift card which we will pop in the post. unfortunately we cannot issue gift cards direct to the intended recipient at this time (we’re working on that!)

if redeeming a physical gift card online, simply enter the unique voucher code at checkout. if redeeming an e-gift card in store, simply display the email on your phone screen. gift cards can also be used for phone orders – call 0800 moochi, quote your voucher code and our team will be happy to help.

online warehouse sale

when will i receive my order?

all sale orders will be processed as soon as possible, but please allow up to one week for your order to be shipped. we will update you via email once your order has been processed, and again with your tracking number when it's on its way to you. if you haven't received any emails or if there's something else we can help you with, please contact online@moochi.co.nz or give us a call on 0800 moochi with your order number ready.

what is your returns policy and process?

we're sorry, online warehouse sale purchases are not eligible for returns, refunds or exchanges. under the consumer guarantees act, we do accept returns on faulty products (excluding samples and seconds). to understand more about our returns policy, please click here.


can i amend my order?

we're sorry, orders cannot be amended for any reason. however, if your order hasn’t been processed yet it may be possible to cancel it. please contact online@moochi.co.nz or give us a call on 0800 moochi with your order number ready.

can i use my moochi money toward my warehouse sale purchases?

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

is the warehouse sale available to international customers?

we're sorry, our online warehouse sale is for new zealand customers only.

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