shipping and returns

for information on our shipping and returns see below. for further information on terms and privacy, faqs, or if you would like to get in contact head to the quicklinks below.

 

Shipping, Tracking and Delivery

are you shipping during lockdown level 3?

our online store is open 24|7 and we are shipping all clothing, shoes and accessories out of our level 2 stores, including to auckland customers still at level 3.

nz post has advised that due to increased order volumes and health & safety requirements, customers may experience delivery delays of up to 3 days.


Do you offer free shipping?
yes, we offer free shipping on all orders for limited time which will be automatically applied at cart

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 post shipment here.

My tracking number doesn't work

this could be because the courier hasn't picked up your package yet. the shipping email you receive from moochi is generated when we book the courier, however the ticket number won't activate in their tracking system until the courier scans your package upon pick up. we suggest you check back again later. if your tracking number is still not active 24hrs after receiving our shipping confirmation email, you should contact NZ Post directly on 0800 268 7437 or track and manage your shipment options here.

I haven't received my tracking number

please refer to this checklist before following up with us:

– did you receive an initial order confirmation email? this will rule out the possibility that you entered your email address incorrectly (it happens!)
– have you checked your junk/spam folder?
– has it been more than 2 days since you received your order confirmation email? sometimes it takes a few days to fulfil orders

if you answered yes to all of the above, please email online@moochi.co.nz with your order number and we will investigate for you.

Can I change or redirect my delivery address?

you can attempt to redirect your parcel by contacting nz post directly on 0800 268 7437, or tracking and managing your shipment options here. you will need your tracking number and other identifying information to request a change of delivery address. please double check your address before confirming your order as once a parcel has been picked up, amending delivery details is beyond our control. if your order hasn't yet shipped, we may be able to cancel it and you can order again with a different address. see faqs 'how do i cancel or amend an order?'

Who do I contact about a delivery issue or missing package?

for the quickest resolution to any courier-related queries you are best to contact nz post on 0800 268 7437, with your tracking number ready. this will enable you to communicate any issues directly and approve a delivery solution you are happy with. you can also track and manage your shipment options here.

tip: all moochi packages are delivered 'signature required'. if your courier claims your package has been delivered, they will be able to provide you the name, gps location and signature of the person who accepted delivery of the goods. please work with them directly to identify this person or location, and establish the whereabouts of your package. we recommend against having a 'permission to leave' status on your property as we cannot accept responsibility for lost or stolen packages.

if after 5 working days the courier has been unable to confirm who took delivery of the goods, please email us at online@moochi.co.nz. if they have lost or failed to deliver your package within a reasonable timeframe, we will send you a replacement order.

My package has arrived but it's not what I ordered. What do I do?

whoops, we are so sorry! some of our styles sell super fast, so to avoid disappointment we strongly suggest jumping online straight away and re-ordering the item you wanted. then, return the incorrect item for a refund following our returns process. we understand this is a hassle, so upon receiving and processing your return we will also add a $20 credit to your moochi account. please complete the returns form and follow the process detailed in faqs 'how and where do i return an item?'


Do you offer insurance?

yes, the value of the goods is covered by insurance should something go wrong in transit resulting in a damaged or missing package. if you would like to report a damaged or missing package, please email us at online@moochi.co.nz with your order number and details of the claim.

important: if your order is damaged, please retain all packaging, and take photos and videos if possible. this will help speed up your claim.

note: for clarity, packages not in your possession but that the courier has a delivery signature for do not necessarily constitute a claim. the person who signed for the package needs to be located in the first instance.

How long does delivery take?

we endeavour to ship orders within 24 hours of them being placed, however if you haven't yet received a shipping confirmation email, please allow up to 3 days before following up as some orders can take longer to fulfil. if we have to split ship your order, allow 1 extra day to dispatch. generally, your order should be with you between 1-3 days of being shipped.

note: new zealand couriers do not pick up orders on weekends/public holidays

do you split ship orders?

yes, if your order cannot be fulfilled by a single store we will need to split your order and ship from multiple stores. you will receive multiple shipping emails from us if this is the case. this may take an extra day to organise so thank you for bearing with us.

where does my order get dispatched from?

your online order is sent to the moochi store nearest you that has the products you ordered in stock. the team there will pick and package your items and request the courier pick up.

note: if you wish to return an item, see faqs 'how and where do I return an item?'

do you deliver to P.O. Boxes?

no, couriers generally do not deliver to p.o. boxes.

do I need to sign for my delivery?

yes, 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. if you would like your package left unattended or delivered to a different address, please see faqs 'can I change or redirect my delivery address?' and arrange this with the courier directly. at this point you will assume all responsibility for the package and we cannot be held responsible for lost or missing packages.

do you ship internationally?

no, currently we ship within new zealand only.

Returns, Refunds and Exchanges

what is your returns policy and process for workroom sale?

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). 


what is the moochi returns policy during lockdown level 3?

orders can be returned via nz post per our standard returns policy, or to store via prearranged contactless drop off, up to 14 days after your region moves down to level 3. you will be notified when the in-store team has received your return and processed the refund or exchange.

What is the moochi returns policy?

at moochi we offer a 'return for any reason' policy on these terms:

– items must be returned within 14 days
– in store purchases need to be returned within 10 days
– original tags must be attached and packaging intact
– items must be in new, unworn, saleable condition, determined by moochi upon inspection
– proof of purchase must be made by way of receipt, order/invoice number or customer account transaction

note: excludes earrings. these items are not eligible to be returned for hygiene reasons. please do not remove the swing tags or labelling from the item until you are 100% sure you want to keep it. items with tags removed are no longer eligible to be returned.

if your return complies with the above then it will be considered eligible for exchange, refund or credit as per those policies. see faqs 'can i get a refund on my returned item?' or 'can i exchange an item?'

if you believe your item is faulty, please refer to faqs 'my item has developed a fault, what do i do?', or 'the item i ordered arrived faulty'.

the faqs in this section explain the moochi returns policy. additional policy terms are located on our terms & privacy page.

How and where do I return an item?

firstly, please read our faqs 'what is the moochi returns policy?' to ensure your item is eligible to be returned.

complete the returns form included with your order or print a returns form here. enclose the completed returns form with the goods to be returned, unworn and with tags attached, and return to your nearest moochi store within 14 days of receiving your order for all orders.

note: the returns form has the return address on it. we recommend using a tracked courier so you can trace the package if it doesn't get to us. we cannot be responsible for returns that don't arrive.

Can I have a refund of my returned item?

online purchases that are eligible for return under our returns policy can be either refunded or a credit applied to your moochi account. please indicate your preference on the returns form.

note: items purchased in store are eligible for an exchange or store credit only, with the exception of pre ordered items. see faq 'what is the moochi returns policy?' to determine if your return is eligible. also see faq 'can i exchange my item?'

all refunds for items where moochi money has been redeemed will have the proportionate value deducted from the value of the goods being refunded.

When will I receive my refund?

eligible refunds will be processed by us within 2 working days of receiving your return. you will receive an email of confirmation from us when this refund has been processed. if you do not receive your refund or the confirmation email within 5 working days of sending us your return, please contact our online support team at online@moochi.co.nz, or phone 0800 moochi with your order number ready.

please note: depending on your card provider (bank), your refund may take 5-7 days from receipt of your refund confirmation email to appear in your account. if you have any queries about this, please direct them to your card provider (bank).

Can I exchange an item?

yes, 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 faqs 'how and where do i return an item?'

tip: if you wish to exchange for a different size or colour in the same style, we recommend immediately re-purchasing the item online 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.

Have you received my return?

as soon as we receive your return we will txt or email you to let you know we have it. if you have not received a txt or email, please call your courier provider to track your package with them. once it's confirmed your return is with us, please allow up to 2 working days for us to assess your item and process your request. you will be contacted by email to confirm your return has been processed.

if you have not heard from us and it's been 2 working days since we received your return, please contact the store you sent the return to and have your order number ready.

note: we recommend using a tracked courier so you can trace the package if it doesn't get to us. we cannot be responsible for untracked returns that don't arrive.

My package has arrived but it's not correct. What do I do?

whoops, we are so sorry! some of our styles sell super fast, so to avoid disappointment we strongly suggest jumping online straight away and re-ordering the item you wanted. then, return the incorrect item for a refund following our returns process. we understand this is a hassle, so upon receiving and processing your return we will also add a $20 credit to your moochi account. please complete the returns form and follow the process detailed in faqs 'how and where do i return an item?'

What does Moochi consider 'fair wear and tear' on products?

all moochi products are made with the greatest care and attention to detail, however they are not impervious to wear and tear. wear and tear is damage that naturally and inevitably occurs as a result of use or ageing.

faults in products generally relate to manufacturing errors or fabrication issues. user error is not considered faulty product.

below is a list of what we consider to be 'fair wear and tear' and is not necessarily a fault with the product. if after reading the below you feel your issue falls outside of these definitions, we encourage you to please return your item to be assessed by our technical representative. see faq 'my item has developed a fault, what do i do?'

– shoes

moochi shoes are subject to stringent wear testing to ensure long lasting enjoyment.

we consider 'fair wear and tear' to be:

frayed webbing, worn stitching, scuffing, rubber breakdown, yellowing of white rubber, worn soles and inner sole breakdown.

– knitwear

we wear and care test all our knitwear. we produce in-house care labels with tailored care and maintenance instructions for each garment.

we consider 'fair wear and tear' to be:

pilling: soft, loftier yarns can be prone to pilling with wear. the extent of pilling can depend on a number of factors including the actions of the wearer i.e. there is a greater chance of pilling if the wearer is generally more active, or wears the garment in such contexts that it constantly comes into contact with other surfaces that tend to cause abrasion. if pills do form, they can be removed by hand or by a de-pilling device.

snagging: knitwear snagging can occur when the garment comes into contact with rough surfaces and jewellery. we recommend repairing any snags or unravelled threads immediately to prevent further damage.

shrinkage: it is essential that knitwear is washed and cared for as per the care label to prevent shrinkage. shrinkage is considered user error.

– leather

our leathers are sourced from the highest quality manufacturers globally and have a beautiful feel when wearing. leather is a natural, durable substance that is both luxurious and long-lasting. however, leather is not indestructible and requires careful enjoyment and care.

we consider 'fair wear and tear' to be:

ripping: fast or repetitive movement or ongoing pressure to the leather may cause the leather to rip.

fading: leather fading is common with ongoing exposure to the sun.

shading: being a natural product, shading (a form of fading) can occur between different parts of the hide, resulting in slightly different shades of colour in a garment.

leather is a skin and requires ongoing maintenance and leather conditioning. please refer to the care label for advice on how to care for your leather to ensure long lasting enjoyment.

– jewellery

jewellery is often plated or referred to as 'costume' jewellery. we always use the thickest layer of plating possible to ensure maximum enjoyment of these pieces.

we consider 'fair wear and tear' to be:

tarnishing: jewellery will age and tarnish naturally. the rate at which this happens varies, as it has to do with the oils and acids in our skin. to minimise tarnishing, avoid using cosmetics such as hairspray, perfume and moisturisers when wearing.

breakage: jewellery can be knocked or scratched in everyday situations and this is often unavoidable. similarly, broken or snapped jewellery from hard wearing is considered user error.

we recommend using a soft, jewellery-specific polishing cloth to polish your jewellery regularly.

The item I ordered arrived faulty

if you receive a new item that you believe is faulty and it still has the tags attached, please complete the returns form and return immediately as per the faq 'how and where do i return an item?'

if moochi accepts the claim we will...

– replace the faulty item with another
– if we cannot replace it we will refund the cost of the item

we will also credit your moochi account with $20 to spend on your next purchase.

note: if the tags have been removed, please refer to faq 'my item has developed a fault. what do I do?'

my item has developed a fault. What do I do?

if you have an item that you believe has become faulty after being worn, or since removing the tags, we ask that you:

– first read our faq 'what does moochi consider to be fair wear and tear on products?' to understand what we consider to be wear and tear versus a fault
– if you still believe your item is faulty, please follow the returns process in faqs 'how and where do i return an item?'. upon receiving the return it may need to be assessed by our technical representative, which could take up to 5 working days

if moochi accepts the claim we will...

– repair the faulty item and advise a timeframe for the repair
– if it is deemed irreparable we will replace the faulty item with another
– if we cannot replace we will refund the cost of the item

if moochi does not accept the claim we will...

– explain our reasons
– return the item back to you, additional shipping charges may apply

tip: we suggest contacting our online support team with details and photos of the issue before returning any perceived faulty items to us. we might be able to confirm the eligibility of your claim over the phone.

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