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 underneath each products sizing options 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 or email any moochi store here 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, call or email any moochi store here 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 or email any of our moochi stores here between the hours of 9am-5pm and we will ensure you get the best moochi experience where ever you are.

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. 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 and moochi about 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. if a product does get restocked and you want to get notified, simply select your desired product, its size and then add your email to be notified. please email us online@moochi.co.nz 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 any of our stores here, 9am-5pm and we'll be sure to share whatever intel we have. you can also view our lookbooks, to sign up to get notified of coming soon product.

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.

if you have received a shipping confirmation and order dispatched email, we cannot amend this order and you will need to follow the returns process.

if you have not received an email stating "your order has been dispatched" 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, afterpay and laybuy

what currency are your prices in?

all moochi pricing is shown in NZD. if you are in australia you will be charged at the current exchange rate by your bank.

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.

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.


style steals:

please see our rewards page for style steals information here

moochi money:

please see our rewards page for moochi money information here

double rewards:

please see our rewards page for double rewards information here

online warehouse sale

when will i receive my order?

all sale orders will be processed as soon as possible, but please allow up to 10 business days 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 within 10 working days please contact online@moochi.co.nz with your order number.

what is your returns policy and process on sale item?

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 use my moochi money, giftcards or credits toward my warehouse sale purchases?

we’re sorry, moochi money, giftcards and credits 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, sale items does not accumulate moochi money points.


please see our rewards page for more information.


can i use a part pay provider for an online order?

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

Where can I use Afterpay?
Afterpay is currently available at all 14 Moochi stores around NZ.

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.

Why is afterpay not available at checkout?
If attempting to use Afterpay and the payment option is not available, please ensure you're not signed into ShopPay. Afterpay will not be available when logged in to ShopPay.

We recommend logging out and clearing your browser cache before trying again or complete your purchase through an incognito browser mode.

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.

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

My Account, Passwords and Functionality

do i need to create an account to shop and receive rewards?

yes, if you already have an account simply sign in with your email and password.

if you don't have an account you can either sign up as part of the check out process or create an account here

tip: if you want to earn moochi money as a part of moochi xx rewards, you must create an account and sign up to our newsletter or purchase instore online using your account. see faqs about moochi rewards

how do i update my physical address?

once you are logged in, click MY ACCOUNT in the top navigation bar.

from here you can update your details. under ADDRESS BOOK, you can change your default billing and shipping addresses, and add additional shipping addresses.

how do i update my email and account information?

when needing to change your email address please get in touch with us at online@moochi.co.nz

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 instore, online?

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 unsubscribe. simply click the corresponding link. follow the unsubscribe process to have the option of moochi's exclusive sale database.

please note: by unsubscribing you are cancelling all moochi money against your account. see faqs moochi xx rewards before unsubscribing.

Gift Cards

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:

- 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 any moochi store 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.

- giftcards, credit notes and moochi money are not redeemable on online warehouse sale products

if redeeming a 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 – simply call any moochi store and our team will process your order

australian customers

what currency do I purchase in?

all pricing on the website is in $NZD

how much is shipping?

shipping to australia is $14.99 NZD. Orders over $499 NZD have free shipping

how long does shipping take?

we work to process orders within 24 hours of them being placed and endeavour to get your order to you within 5-8 working days for australian orders. if we have to split ship your order, allow 1 extra working day to dispatch.

we only ship via methods requiring a signature. however, anyone at the delivery address who signs for the package shall be deemed to be authorised to receive the goods on your behalf. at this point you will assume all responsibility for the package and we cannot be held responsible for lost or missing packages.

how do I return my item?

returns are the responsibility of the customer.

there will be a returns form on the back of your invoice. please fill this out, enclose this with the goods and return your items unworn and with tags attached within 21 days of receiving.

send your parcel, at your own cost to:

moochi heights
126 cashel street,
christchurch, 8011 
new zealand

for more information on the moochi returns policy in our FAQs, please click here

How do I track my order?

you should receive a shipping confirmation email once your order is packed and ready for the courier to collect. this email will include your ticket number and a link to the courier company's tracking website. this number only becomes active once the courier scans the package, so please allow up to 24hrs for it to appear in their system. if there is an issue with delivery and you need to contact the courier company, this is the number you will need to have at hand. you can track and manage your nz or australian post shipment here.

Australian customs and duty fees

as we are based in NZ and you are buying from an NZ company, we therefore charge you in New Zealand dollars (NZD). The actual price charged to Australian customers will be subject to the exchange rate applied by the payment provider you have used.

Please note orders shipped to AU valued at more than NZ$1000 may incur duties, customs charges and fees (including GST on duty / freight) charged by the AU Customs Service once the Order reaches its destination port. These amounts must be paid by you directly to the AU Customs Service or its authorised service provider. Separate orders placed on the same day may still be subject to the duties, customs charges and fees, as if they were the one order. We are not responsible for and will not reimburse any of these duties, customs charges or fees.

Thresholds and rates are subject to change in accordance with changes to AU law. Additionally, your financial services provider or payment provider may charge currency conversion and administration fees on purchases and any refunds we provide. The exchange rate used to determine the quantum of the refund (in NZ dollars) shall be the prevailing rate at the time the refund is made (not the original exchange rate).

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