ANSWERS

Shopping

• Where is Mochinini located?
  Our headquarters is in the Canada. In order to provide the best prices and flexible international shipping options all orders are shipped directly from our warehouses in Europe, USA, China and Singapore, using a range of International based couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
• Is your website safe or is this a scam? Why should I trust you?
  Please rest assured that this is a legitimate website. We are still pretty young, but we’re working hard to get ourselves better connected with the worldwide-web. In the meantime, feel free to email us at anytime! With regards to payment issues, we use Stripe (stripe.com), the #1 trusted online payment gateway. All our transactions go through payment and we do not have access to any of your credit card information whatsoever.
• Sizing: How is your website's sizing work?
  Our website presents clothes and shoes in the main international sizing classifications. All sizes on the site for women. When choosing the size, be guided by the female size series for US and EU. Sizes can vary depending on the style and model of the product. If you still doubt what size to choose, please, use a contact form on Instagram Message and send us your foot length in centimeters and the name of the product that you are interested in and we will help you choose the best option for you.
• Who pays for return?
  In the rare case you receive a clearly defective product or the product was shipped in a different size than the one ordered, Mochinini will support the return costs to our warehouse. If the product(s) is returned for the reason than that, the buyer will support the cost of returning the good(s).

Payment

• How can I pay?
  You can pay by credit or debit card when placing an order. We support the main types of credit cards widely used in the world, such as Visa, Mastercard, AmEx etc.
• Your prices are in USD, how do I convert to my local currency?
  All prices on the site are denominated in US dollars. When paying for the order, you will see the final amount of your order in US dollars. When you make payment, Stripe system will automatically convert the amount into your local currency.
• What should I do if my credit card or debit card doesen't go throuht?
  The decision to reject your credit card payment is typically made by your card issuing bank (not by us). To protect your security and privacy, your bank cannot provide Mochinini detailed reasons for why your payment was declined. Because of this, you will need to contact your bank directly to solve the payment issue. Top 7 reasons why credit card payments are rejected:

  1. The transaction was blocked by the payment server because it didn’t pass all the risk checks
  2. Insufficient Funds
  3. Declined
  4. Incorrect CVC code entered (i.e., typically a 3 digit code located in the back of your card)
  5. Expired card
  6. Fraud suspicion
  7. Declined by bank (no specific reason provided)

Shipping

• My parcel did't arrive but the tracking state it did. Why?
  Mochinini will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you have yet to receive it – Mochinini would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch”.
• Split Packages.
  In some instances, an order may be split into different packages for any of the following reasons: – Weight limit per package. In order to provide free worldwide shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.

  -An order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.