Ordering
How do I place an order?
Add your items to the cart, then click “Check out”. You can pay as a guest or create an account to track your orders and keep your wishlist. The order is confirmed by email within minutes.
Which payment methods do you accept?
Visa, Mastercard, American Express and UnionPay cards, Apple Pay, Google Pay, TWINT, Bancontact and MB WAY. Payment is made in a single instalment. Every transaction is secured and encrypted by Shopify Payments: we never see your card details.
Can I change or cancel my order?
Write to hi@mochibow.com as soon as possible with your order number. As long as the parcel has not been prepared, we can change or cancel it. Once shipped, it will have to go through a return.
Can I send an order directly to someone as a gift?
Yes. Enter their address as the delivery address, choose gift wrapping with your little note in the cart, and tick “hide the price on the packing slip”. The invoice is emailed to you, not placed in the parcel.
How do I add gift wrapping and a message?
On the product page or in the cart, tick “Wrap as a gift” and write your note (200 characters). We write it by hand on a pretty card slipped into the parcel.
Shipping
What are the delivery times?
Allow 5 to 10 business days after dispatch, for every zone we ship to. An estimated date appears on every product page, and details per country are on the Shipping page.
Is shipping free?
Yes, from €25 of purchases, for every zone. Below that, the fee is shown in the cart before you pay. The cart progress bar shows what is left to add.
Which countries do you ship to?
France, Belgium, Luxembourg, Switzerland, the rest of the European Union, the United Kingdom and Canada.
Where do parcels ship from?
From Geneva, Switzerland. Every order is prepared by hand and shipped with a tracking number.
Are there customs duties or VAT on delivery?
VAT is included at checkout for every zone. {{TO COMPLETE: confirm that no customs duties are charged on delivery for the United Kingdom and Canada}}
How do I track my parcel?
An email with the tracking link is sent when your order ships. You will also find tracking in your customer account.
My parcel is late or damaged, what should I do?
Write within 48 hours to hi@mochibow.com with your order number and, for a damaged parcel, photos. We open an enquiry with the carrier and resend or refund your order.
What is the deadline to receive my order before Christmas?
Order by 14 December at the latest for delivery before 24 December.
Returns
Can I return an item?
Yes, within 30 days of delivery, new and in its original packaging. Blind boxes must stay sealed; unsealed cosmetics and earrings are not taken back for hygiene reasons. All conditions are on the Returns & exchanges page.
How do I exchange a size?
Return the item and reorder in the right size, or ask us to hold the variant while the return is in transit. The size guide helps you choose right the first time.
When will I be refunded?
Within 14 days at most after we receive the return, to the payment method used for the order.
Who pays for return shipping?
{{TO COMPLETE: return costs at your expense, or free, or free above an amount}}. For a defective or non-compliant product, it is always on us.
Products
What information is on a product page?
The manufacturer, material, dimensions, recommended age, safety warnings, box contents and care instructions, in the Specifications tab.
From what age are your products suitable?
The manufacturer's recommended age is shown on every product page, along with safety warnings (small parts, cords). Products suitable for under-3s are clearly identified. Use the “For kids” collection to see only those.
How do I wash a plush?
The manufacturer's care instructions are in the Care tab of each product page. In general: hand wash or machine wash at 30 °C in a laundry bag, no tumble dryer, dry flat.
What is a blind box?
A sealed box containing a figure or object drawn at random from a series. You do not choose the figure: that is the whole idea. Blind boxes are not taken back once opened.
What is a limited edition?
A product made in limited quantity, sometimes numbered, that will not be restocked. We show the series or collection number on the product page and ship it in its untouched original packaging.
A product is sold out, will it come back?
Click “Notify me” on the product page to get an email as soon as it returns. Limited and seasonal editions, however, generally do not come back.
Account and newsletter
How do I share my wishlist?
Save your favourites with the little heart, then click “Share my list”: a link is created, perfect for sending your letter to Santa to the whole family.
What does the newsletter give me?
10% off your first order, new arrivals first, limited editions before they go live and our gift ideas. No spam, and an unsubscribe link in every email.
Do I need an account to order?
No, you can check out as a guest. An account lets you track your orders, keep your addresses and request a return in two clicks.
How can I contact you?
By email at hi@mochibow.com or via the Contact page. We reply in French and in English within {{TO COMPLETE: real time}}.