TERMS AND CONDITIONS

Last updated: August 2026

1. About These Terms

These Terms and Conditions govern your use of www.mochimuo.com and any purchases you make through our online store.

The website and store are operated by MOCHIMUO trading as MOCHIMUO (“we”, “us” and “our”).

Our business details are:

Business name: Mochimuo
Trading name: Mochimuo
Business address: 
Email address: mochimuocharm@gmail.com

By accessing our website or placing an order, you agree to be bound by these Terms and Conditions. Please read them carefully before making a purchase.

Nothing in these Terms affects your statutory rights as a consumer.

2. Eligibility to Use Our Store

You must be at least 18 years old or have permission from a parent or legal guardian to place an order through our website.

You must provide accurate, complete and current information when placing an order. You are responsible for ensuring that your delivery address, contact information and payment details are correct.

We reserve the right to refuse service, cancel an order or restrict access to our website where reasonably necessary, including in cases of suspected fraud, misuse or unlawful activity.

3. Products and Product Information

We take reasonable care to ensure that product descriptions, photographs, measurements, colours and prices displayed on our website are accurate.

However:

• Colours may appear slightly different depending on your screen or device.

• Handmade or made-to-order products may have minor variations in stitching, shape, texture, placement or finish.

• Product measurements are approximate unless expressly stated otherwise.

• Packaging may vary from the images shown.

• Accessories or decorative items shown in photographs are not included unless stated in the product description.

Minor variations that do not materially affect the product’s appearance, quality or intended use will not normally constitute a fault.

4. Product Availability

All products are subject to availability.

Adding a product to your basket does not reserve it. A product may become unavailable before your order is accepted.

Where a product is unavailable after you place an order, we will contact you and offer one of the following:

• A suitable replacement, subject to your agreement;

• A revised estimated delivery date; or

• A full refund for the unavailable product.

We will not provide a replacement without your consent.

5. Made-to-Order Products

Some or all of our products are handmade or produced after an order is placed. This may include production and processing time before dispatch.

A product is not automatically considered personalised or custom-made merely because it is produced after an order is placed.

Where a product is made specifically to your personal requirements, such as with a requested name, image, wording, measurement, colour combination or other individual specification, it may be treated as a personalised or custom-made product.

Any applicable cancellation restrictions will be clearly communicated before you place your order.

Your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods are not affected.

6. Prices

All prices are displayed in pounds sterling—GBP (£) unless otherwise stated.

Prices include VAT where VAT is applicable. Delivery charges and any other applicable costs will be displayed before you complete checkout.

For international orders, customers may be responsible for import VAT, customs duties, handling fees or other charges imposed by the destination country. These charges are not controlled by us and are not included in the purchase price unless expressly stated at checkout.

We may change our prices at any time, but price changes will not affect orders that we have already accepted.

7. Pricing and Website Errors

We take reasonable steps to ensure that prices and product information are correct.

Where an obvious pricing, description or technical error occurs, we may contact you before accepting or fulfilling the order. You may choose to proceed at the correct price or cancel the affected item.

If we cannot contact you, or you do not agree to proceed, we may cancel the affected item and issue a full refund.

8. Placing an Order

To place an order, you must:

1. Select the products you wish to purchase;

2. Provide the requested delivery and contact information;

3. Select an available delivery and payment method;

4. Review your order and correct any errors; and

5. Complete payment using the checkout button.

Please review your order carefully before submitting it.

After placing an order, you will receive an automated order confirmation email. This email confirms that we have received your order but does not necessarily mean that the order has been accepted.

A binding contract is formed when we send confirmation that your order has been accepted or when the order is dispatched, whichever occurs first.

9. Our Right to Refuse or Cancel an Order

We may refuse or cancel an order where:

• The product is unavailable;

• Payment has not been authorised;

• We identify an obvious pricing or product-description error;

• We reasonably suspect fraud or unauthorised activity;

• Delivery restrictions prevent us from completing the order;

• The order breaches these Terms or applicable law; or

• The customer has provided incomplete or inaccurate information.

Where we cancel an order after payment has been taken, we will refund the amount paid for the cancelled product and any associated standard delivery charge.

10. Payment

Payment must be made using one of the payment methods displayed at checkout.

Payment services may be provided by Shopify Payments or another third-party payment provider. Your payment information will be handled in accordance with the payment provider’s terms and privacy practices.

You confirm that you are authorised to use the payment method supplied.

We are not responsible for delays caused by your bank, card issuer or payment provider.

11. Delivery Locations

We deliver within the United Kingdom and to selected international destinations.

Available delivery locations and charges will be displayed at checkout. We may be unable to deliver certain products to particular countries due to carrier, customs, safety or legal restrictions.

12. Processing and Delivery Times

Our products are handmade or made to order and may be manufactured by carefully selected production partners outside the United Kingdom.

Our usual total delivery timeframe is approximately 10–14 days, including processing and transit time, unless a different estimate is displayed on the product page or at checkout.

Delivery estimates begin after an order is accepted. They are estimates rather than guaranteed delivery dates unless we have expressly agreed otherwise in writing.

We do not currently offer an express delivery service.

Delivery may occasionally be affected by circumstances outside our reasonable control, including customs checks, carrier disruption, adverse weather, public holidays, industrial action or unusually high order volumes.

We will contact you where we become aware of a significant delay.

13. International Deliveries

International orders may be subject to customs inspections, import taxes, duties or handling charges.

Unless expressly stated otherwise, the customer is responsible for paying charges imposed by the destination country.

Customs procedures may delay delivery. We are not responsible for delays caused solely by customs authorities, although we will provide reasonable assistance where possible.

Customers are responsible for ensuring that the products ordered can lawfully be imported into and used within the destination country.

14. Tracking

Where tracking is available, tracking information will be sent to the email address or telephone number provided with the order.

Tracking information may initially be displayed in the carrier’s local language or may take several working days to update.

A lack of immediate tracking movement does not necessarily mean that the parcel has not been dispatched.

Please contact us at mochimuocharm@gmail.com if tracking has not updated for an extended period.

15. Delivery Address

You are responsible for providing a complete and accurate delivery address.

Please contact us immediately if you notice an error. We cannot guarantee that an address can be changed after production or dispatch has begun.

We are not responsible for delivery failure caused by an incorrect or incomplete address supplied by the customer. Additional delivery charges may apply if a parcel must be resent.

This does not affect your rights where the delivery failure was caused by us or the carrier acting on our behalf.

16. Risk and Ownership

You are responsible for the goods once they have been delivered to:

• The address provided with your order;

• A person identified by you to receive the parcel; or

• A safe place or neighbour specifically authorised by you.

Ownership of the goods passes to you once we have received payment in full and the goods have been delivered.

17. Your Right to Cancel

Where you are purchasing as a consumer, you will normally have the right to cancel an online order without giving a reason.

The cancellation period generally expires 14 days after the day on which you, or a person nominated by you, receives the goods.

For an order containing multiple products delivered separately, the cancellation period generally begins when the final product is received.

To exercise your cancellation right, you must clearly inform us of your decision by emailing mochimuocharm@gmail.com before the cancellation period expires.

You may use the cancellation form at the end of these Terms, but you are not required to do so.

18. Exceptions to the Cancellation Right

The right to cancel may not apply to certain products, including:

• Products made to your personal specifications or clearly personalised;

• Sealed goods that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery;

• Goods that are liable to deteriorate or expire rapidly; and

• Other products excluded under applicable consumer law.

A standard product does not lose its cancellation rights solely because it was produced or assembled after you ordered it.

Where an exception applies, this will be made clear on the relevant product page or before checkout.

These exceptions do not affect your rights where a product is faulty, damaged, misdescribed or not of satisfactory quality.

19. Returning a Cancelled Order

After notifying us that you wish to cancel, you must return the goods within 14 days unless we have agreed to collect them.

Before returning an item, please contact us at mochimuocharm@gmail.com for return instructions and the correct return address.

Do not return products to the manufacturer, production partner or an address shown on the parcel without first receiving return instructions from us.

Unless the product is faulty, damaged, misdescribed or incorrect, you will normally be responsible for the direct cost of returning it.

We recommend using a tracked return service and retaining proof of postage. You remain responsible for the return until it is delivered to the specified return address.

20. Condition of Returned Products

You may inspect a product to the extent reasonably necessary to determine its nature, characteristics and functioning.

You must take reasonable care of the product while it is in your possession.

We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a physical shop.

Products should be returned with their original packaging, tags and included accessories where reasonably possible. Missing packaging alone will not automatically remove your statutory rights.

21. Refunds Following Cancellation

Where you validly cancel an order, we will refund:

• The price paid for the returned product; and

• The cost of our least expensive standard delivery option offered for that order.

We are not required to refund additional delivery costs where you selected a more expensive delivery option.

We may withhold the refund until:

• We receive the returned goods; or

• You provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will normally be issued using the original payment method unless otherwise agreed.

22. Faulty, Damaged, Incorrect or Misdescribed Products

Products must be of satisfactory quality, fit for their normal purpose and match their description.

Please contact us at mochimuocharm@gmail.com as soon as reasonably possible if your product:

• Arrives damaged;

• Is faulty;

• Is materially different from its description;

• Is not fit for its intended purpose; or

• Is not the product you ordered.

Please include your order number, a description of the problem and clear photographs or videos where appropriate. Requesting photographs does not remove or limit your statutory rights.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.

Where a product is confirmed to be faulty, damaged, incorrect or misdescribed, we will cover reasonable return costs or provide an appropriate return method.

23. Products Damaged in Transit

Please inspect your order after delivery and contact us promptly if there is visible damage.

Retain the product and its packaging while we investigate the issue. We may require photographs of the parcel, shipping label, packaging and damaged product to raise a claim with the carrier.

We will not require you to pursue the delivery carrier directly where the carrier was arranged by us.

24. Missing or Lost Parcels

If your parcel has not arrived within the estimated delivery period, please check:

• The tracking information;

• Any safe place nominated for delivery;

• Whether a neighbour or household member accepted it; and

• Whether the carrier left a delivery notice.

Contact us at mochimuocharm@gmail.com if the parcel remains missing.

We will investigate with the carrier. Where the parcel is confirmed lost before delivery to you or your nominated recipient, we will provide an appropriate replacement or refund.

25. Failed or Refused Delivery

Where delivery fails because an incorrect address was provided, delivery was repeatedly refused, or the parcel was not collected after reasonable delivery attempts, it may be returned to us or to our fulfilment partner.

We may deduct reasonable additional delivery or return costs from any refund where permitted by law and where the failure was caused by the customer.

We will not make deductions where delivery failed because of our error.

26. Promotional Codes and Discounts

Promotional codes:

• Must be used before their expiry date;

• Must be entered at checkout;

• Cannot be exchanged for cash;

• Cannot normally be applied retrospectively;

• May be restricted to specified products, customers or order values; and

• Cannot be combined unless expressly stated.

We may cancel or refuse a promotional code that has been obtained, shared or used fraudulently or contrary to its stated conditions.

Promotions will not affect your statutory rights.

27. Gift Cards

Where gift cards are offered, any expiry date and specific conditions will be displayed when the gift card is purchased.

Gift cards cannot normally be exchanged for cash except where required by law.

We are not responsible for a gift card used without permission after its details have been voluntarily shared, unless the loss resulted from our failure to use reasonable care.

28. Intellectual Property

All content on our website—including text, product descriptions, graphics, logos, photographs, videos, designs and page layouts—is owned by or licensed to us and is protected by applicable intellectual-property laws.

You may view and use the website for personal, non-commercial shopping purposes.

You must not reproduce, distribute, modify, sell, exploit or commercially use our website content without our prior written permission.

29. Acceptable Use

You must not:

• Use the website for unlawful or fraudulent purposes;

• Attempt to gain unauthorised access to the website or its systems;

• Introduce viruses, malware or harmful code;

• Scrape, copy or harvest website data without permission;

• Interfere with the operation or security of the website;

• Impersonate another person; or

• Submit false, abusive, defamatory or misleading content.

We may restrict or suspend access where these rules are breached.

30. Reviews and User Content

Where you submit a review, photograph, comment or other content, you confirm that:

• It is accurate and based on your genuine experience;

• You own the content or have permission to submit it;

• It does not infringe another person’s rights;

• It is not unlawful, abusive, discriminatory, defamatory or misleading; and

• It does not contain malicious code or unauthorised advertising.

You grant us a non-exclusive, worldwide, royalty-free licence to display and use submitted content in connection with our website and marketing, subject to applicable privacy and consumer-protection laws.

We may remove content that breaches these Terms. We will not suppress genuine negative reviews solely because they are unfavourable.

31. Third-Party Services and Links

Our store is hosted using Shopify and may use third-party services for payments, delivery, analytics, reviews and other functions.

Our website may contain links to third-party websites. We do not control those websites and are not responsible for their content, availability or privacy practices.

Your use of a third-party service may also be subject to that provider’s terms.

32. Privacy and Cookies

We process personal information in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy or cookie notice.

Please read those policies before using the website or providing personal information.

33. Events Outside Our Control

We will not be responsible for delay or failure caused by events outside our reasonable control, including severe weather, natural disasters, epidemics, war, civil unrest, customs disruption, industrial action, transport interruption, telecommunications failure or government restrictions.

Where such an event affects your order, we will take reasonable steps to minimise the impact and contact you where appropriate.

This section does not remove rights that cannot lawfully be excluded.

34. Our Liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation;

• Breach of rights that cannot legally be excluded; or

• Any other liability that cannot be limited under applicable law.

We are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill.

We are not responsible for loss or damage that was not reasonably foreseeable when the contract was formed.

Where you purchase products wholly or mainly for business purposes, we are not responsible for loss of profit, revenue, business, anticipated savings, data or business opportunity, except where liability cannot legally be excluded.

35. Complaints

We aim to resolve complaints fairly and promptly.

Please send complaints to:

Email: mochimuocharm@gmail.com

Please include your name, order number and a clear description of the issue.

We will acknowledge and investigate your complaint within a reasonable period.

36. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, services or applicable law.

The Terms in force when you place your order will normally apply to that order.

Any updated version will be published on this page with a revised “Last updated” date.

37. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in effect.

38. No Waiver

If we delay or fail to enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

39. Third-Party Rights

Unless expressly stated otherwise, no person other than you and us has the right to enforce these Terms.

40. Governing Law and Jurisdiction

These Terms and any contract between you and us are governed by the laws of England and Wales.

If you are a consumer living in another part of the United Kingdom, you may also benefit from mandatory protections available under the laws of the country where you live.

Consumers may bring legal proceedings in the courts of the part of the United Kingdom in which they live or in the courts of England and Wales, as permitted by applicable law.

International customers may also have mandatory rights under the laws of their country of residence that these Terms cannot exclude.