how do I know my size?
the size shown is australian 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, email
online@moochi.au and we 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 personalised fit help, email online@moochi.au and we will be happy to assist.
how can I get styling advice?
we would love to help you find your moochi style. for personalised fit, style or product help, email online@moochi.au and we will be happy to assist.
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. 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.au and we'll be happy to suggest something similar.
what payment types do you accept?
we accept visa, mastercard and afterpay. we also support shoppay and applepay
what currency are your prices in?
all moochi pricing is shown in AUD.
how to troubleshoot checkout issues
If you’re having trouble with your address not saving or Afterpay not working, it might be caused by Shop Pay automatically filling in your details. Try the steps below:
1. Check if Shop Pay is active.
At checkout, if your details are pre-filled, Shop Pay may be overriding your information.
2. Clear Shop Pay details
Log out of Shop Pay and Re-enter your details manually.
3. Re-try checkout
Add your shipping address and payment details again. Afterpay should now appear as an option.
4. If problems continue
Try using a different browser or device or reach out to online@moochi.au for support.
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 emailing online@moochi.au
tip: if you are simply wanting to change your delivery address, see faqs 'can i
change or redirect the delivery address?'
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.
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.
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.
please see our shipping and returns page for more information.
please see our shipping and returns page for more information.
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. 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.au
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.au
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.