Returns, Exchanges and Refunds
Returns and Exchange Policy
We will do our best to make sure you are pleased with your purchase! If you are not completely satisfied or have changed your mind we have a 30 day no-questions-asked exchange policy with proof of purchase. This means you can swap for another item or a credit note, with some exceptions listed below.
Bought in store and can't find your receipt? A bank statement showing the store transaction will be fine. If you don't have that, get in touch and we'll do our best to track it down.
If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange or refund.
To be eligible for a return the product must be unused and in a re-salable condition, with original, undamaged packaging and tags.
You will not be refunded for the return shipping or delivery charges unless we have sent you the incorrect item or it is faulty.
There are some exceptions to our no-questions-asked exchange policy, these items are non exchangeable and non refundable unless faulty:
- Gift Cards
- Consumables and Cosmetics
- Earrings
- Sale/Clearance items
- Bedding, sheets, quilts, comforters and pillowcases
Shipping items back to Mooch
Please contact us on (+64) 03 441 4425 or info@mooch.nz to arrange a return. Our return address is:
Mooch, Queenstown Central Shopping Centre, 19 Grant Road, Queenstown, 9300
You will be responsible for paying for the shipping costs for returning your item to us (unless the item is incorrect or faulty). We will only process your refund or exchange when we have received the item you wish to return.
Depending on where you live the time it may take for your exchanged product to reach you may vary.
We advice using a trackable shipping service or purchasing shipping insurance if you are returning an item to us as we cannot process any refunds or exchanges unless we receive the item back in store.
Refunds
In some cases we can offer a refund if you have changed your mind about a purchase, please contact us on (+64) 03 441 4425 or info@mooch.nz to discuss this.
You will not be refunded for the shipping or delivery charges unless we have sent you the incorrect item or it is faulty.
Incorrect or Faulty Items
We apologise if you have received a product that is faulty, or you have received the wrong product! You are welcome to an exchange or refund. Please contact us on (+64)03 441 4425 or info@mooch.nz to arrange this.
All purchases must be returned and inspected before any refund will be granted.
Once received back at Mooch, we'll process the refund and notify you via email. Your refund will be credited back to you in the next 1-5 days, depending on the payment method used to place your order.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@mooch.nz.
Sale items (if applicable)
We do not accept 'change of mind' returns or exchanges for sale items. Sale items cannot be refunded or exchanged unless they are faulty.
Gifts
If you want to return something someone has bought you as a gift online from Mooch and they marked the order as a gift and had it shipped to you, you’ll receive a credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or an online voucher created for you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the purchaser.