PAYMENT OPTIONS
What cards do you accept?
We accept the following cards:
What currency do you use?
For the moment we can only accept UK Pound Sterling (GBP)
Can I pay by any other method?
We accept payments by Credit Card, Debit card, Cheque, Postal Order and Paypal on the Internet. All information will be available at checkout. Please note we DO NOT accept the following payment methods:
- Payment on Delivery
- Email
- Instalments
- Splashplastic
- Bank Transfer
- Laser Card
- Cash
What is Verified by Visa and MasterCard SecureCode?
Verified by Visa and MasterCard SecureCode are new services that protect your card details with a personal password, designed especially for customers who shop online to give added security. They allow you to create your own password, which only you know, to use every time you shop online using these cards.
How does Verified by Visa and MasterCard Secure Code work?
You need to register you card with a password. You only need to do this once, then whenever you use the card to shop online you will be asked to enter the password when you check out.
What do I need to do to register for Verified by Visa or MasterCard Secure Code?
You will be prompted on the confirmation page to register your card for 3D Secure. You will be passed through the following stages three steps (the steps below are an example):
What if I am already registered for Verified by Visa or MasterCard SecureCode?
If you have already registered your cards, then you will be redirected to the Verified by Visa/MasterCard Secure Code website to enter your password (the step below is just an example):
Once you have submitted your password, the transaction will continue with the authorisation process and then either direct you to your success or failure page.
To find out more information about these services
Do I have to order online?
Ordering over the internet with MOOCHII.com is the safest and most secure method of paying however we do also take orders over the phone. Please go to contact us for more information.
How do I change currency?
To change currency, simply select the country whose currency you would like to view the site in from the drop down box, which can be found at the bottom left of every page.
When Will I be Charged?
When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).
Do you sell gift vouchers?
Unfortunately we do not currently sell gift vouchers.
YOUR ORDER
Can I change my order
Once your order has been confirmed, it’s not currently possible for you to change it prior to dispatch.
Can you confirm you’ve received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.
If it has been more than 3 working days since we received your return please Contact us.
Can I cancel my order
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from MOOCHII, for a refund. This does not apply to items marked with a “+” next to the product name.
Order cancellations must be made within 2 hours from placing the order, in writing, quoting your order number. Please Contact us.
If however your order has already been shipped, you will need to return the order to us and this will therefore not be classed as a cancelled order, but simply a Return.
I’m not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
I forgot to use my Discount Code / I used my Discount Code but price stayed the same
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.
My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time. We do however have the option at checkout where you can add comments to your order. You can, at this stage request another delivery address without the invoice so the reciepent will not see how much was spent on the order.
'You haven’t replied to my query'
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please try again Please include YOUR Name, registered MOOCHII.com email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
QUESTIONS ABOUT A PRODUCT
Will you be getting any more in?
Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. Tip – We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.
Need more information about a product
We include as much information as possible about a product on the product page itself. More detailed information like product sizing and materials is also stated in every listing. If you need more detailed information, please Contact us quoting the product code, which can be found on the product page.
I saw this item in an advert but cannot find it on your site
This means that the product is temporarily out of stock or has been discontinued. Tip – We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.
The product I ordered is now reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.
Can you tell me where else I can buy this product?
Please be advised that our Customer Care team cannot tell you where else our products can be purchased.
DELIVERY INFORMATION AND COSTS
You may select one of the following two delivery methods at the final billing page:
Standard Delivery: (2-3 working days): £4.00
Next Day Delivery: £5.00. Ordered before 3pm Monday to Thursday, except bank holidays (UK Only)
IMPORTANT INFORMATION FOR NEXT DAY DELIVERIES:
Before placing your order, please note: - If you place your order for Next day Delivery they will arrive the following day between 8am-3pm.
- We cannot specify a particular delivery time within the 8am-3pm window.
After your order has shipped: - If you need to change your delivery address after you have placed an order please inform customer care within 1 hour of placing your order.
- You may track your order by logging into your account and using a unique tracking link which will be emailed to you after your item(s) has been dispatched.
- If you are not present to accept the delivery the driver will then leave a card through your door informing you of this and you will then have to collect this from your local Royal Mail Depot.
USA & CANADA
International Signed-for delivery only – approx. 5-10 working days*.
Cost subject to weight**
*Please note that delays can occur in customs, and these delays are beyond our control.
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
EUROPE
Please click here to view the full list of countries we deliver to
International Signed-for Delivery only - approximately 4-8 working days
Cost subject to weight**
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Australia, Japan, New Zealand, China, South Korea, Taiwan, Singapore, Brazil & Mexico
International Signed-for delivery only - approximately 8-14 working days*
Cost subject to weight**
* Please note that delays can occur in customs, and these delays are beyond our control.
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.
Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information
Which courier company do you use?
We use Royal Mail for deliveries within the UK, Europe and Rest of World.
Can you leave the delivery at an agreed hiding place?
If you place your order using our Next Day Delivery service Royal Mail may attempt to leave your parcel with a neighbour if you are out. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
Do you deliver to BFPO addresses?
Most orders can be delivered to BFPO addresses.
RETURNS
I need to return an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size / colour if preferred.
Please note: - If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.
- Some products are non-returnable; these are clearly marked with a '+' next to the product name. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
For more details, including the returns address, please refer to our Returns Policy
Faulty Item
If the item you received is faulty, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
I received the wrong item
If the item you received is not what you originally ordered, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund: - Please allow 3 working days from receipt of a return for us to process a refund.
- Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
- After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase.
When will I receive my replacement?
Before contacting us please take note of the timescales required to process an exchange: - Please allow 3 working days from receipt of a return for us to process an exchange.
- Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
- UK – Up to 3 Working Days
- European Union – Up to 8 Working Days
- Rest of World – Up to 14 Working Days
Part of my order is missing
Regrettably mistakes can happen. If you have received you order and an item is missing, please Contact us quoting your order number and the missing item and they will investigate the matter further.
Can I return my goods in person to your Warehouse?
Unfortunately, for security purposes, we are unable to accept any orders returned to our Warehouse.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Do you not refunded the delivery charge?
Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.
You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please Contact us quoting your order number and the required refund amount.
Please note: - Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge.
- If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
For Example:
- The value of the products in your order was £100 and you used a "£10 off when you spend £100" discount, therefore paying £90.
- You then returned a product to the value of £10, which means that the value of the products you kept is now only £90.
- An order to the value of £90 would not qualify for a "£10 off when you spend £100" discount; therefore the £10 discount originally applied will be deducted from the refund amount.
- Your refund would therefore be £0
TRACKING YOUR ORDER
Can I track my order?
You can track your orders on-line. This page displays your order history as well as the status of any open orders.
Next Working Day Delivery orders can now be tracked in more detail directly from the courier's website. Please visit Order Tracking and click on the 'Track this Order' link. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.
Click here to visit the Order Tracking Page
Where is my order?
Standard Delivery Orders - We aim to deliver Standard Delivery orders within 2-3 working days. Please note that this means your order may appear as 'Order Processing' for 3 working days after your order is placed, especially at busier times of the year, such as Christmas.
- Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service.
- Once your order is displayed as ‘Shipped’ please remember to allow 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is ‘Shipped’ before contacting us.
- For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Information page for information.
If you have followed the instructions above and still have not received your order, please Contact us with your query and order number.
Next Working Day Orders
- You can track your Next Working Day Delivery order directly from the Courier's website. Please visit Order Tracking and click on the 'Track this Order' link for detailed tracking and status information on your order. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.
- If you are expecting delivery of your order today (i.e. your order was placed before 3.00pm on the previous Working Day (Monday–Thursday, except bank holidays), please allow for delivery to take place up to 3.00pm. A courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post.
- If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot.
If you have followed the instructions above and still have not received your order, please Contact us with your query and order number.
ABOUT MOOCHII
I'm new, How do I order?
Welcome to MOOCHII.com, a brand new Fashion website offering you the latest and trendiest fashion online. All the items you see are available to buy online. Simply click on the item you wish to buy, select the size or colour required and click 'add to basket'. You can then go back and add additional items to your basket or 'proceed to checkout'.
Please note you will need your credit or debit details, including the billing address (the address to where the card bills and statements are sent).
Do you have a catalogue?
MOOCHII.com currently does not have its own catalogue
Do you have a Shop?
No, we do not have a shop, we are a UK based Internet Retailer. We do however deliver to most countries.
Do you do wholesale?
No we do not, we are a retailer and sell directly to our customers.
Can I Contact you by Phone?
Yes you can contact us by phone.
Please go to our Contact us page for more information
Email: mail@moochii.com
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