Returns and Damages

Return window

Contact us within 14 calendar days of delivery to request a return. Approved returns must be mailed back within 14 days after return instructions are provided.

Return condition

Returned items must be unused, complete, and in their original product packaging. Items showing wear, alteration, missing parts, smoke exposure, pet damage, or packaging damage beyond what was needed to inspect the item may not qualify for a full refund.

Items that cannot be returned

Opened blind boxes, personalized products, clearance items marked final sale, digital goods, and items with hygiene or safety concerns are not returnable unless they arrived defective, damaged, or incorrect.

Starting a return

Use the contact page and include the order number, item name, reason for the request, and photographs when the item is damaged or incorrect. Do not mail a return before receiving instructions.

Return shipping

Customers are responsible for return shipping when the correct item arrived in the described condition. Mochi Nook Collectibles will provide or reimburse reasonable return shipping when an item arrived damaged, defective, or incorrect.

Refund timing

Approved refunds are issued to the original payment method after the returned item is received and inspected. Please allow up to 5 business days for us to process the refund. The payment provider or bank may need additional time to post it.

Original shipping charges

Original shipping charges are not refundable for discretionary returns. They may be refunded when the entire order was damaged, defective, incorrect, or could not be fulfilled as promised.

Damaged or incorrect orders

Contact us as soon as practical and include clear photographs of the product, packaging, mailing label, and damage. Keep all packaging until the issue is resolved because the carrier may request it.