Mochi - Plush

You can now track your orders via your account.

To do this:
- Sign in to your account.
- Navigate to “orders”, where your order history should pop up.
- Click on the order you want to know the status of. You should be able to see the order history of the item(s).

Please note that some orders will take longer to be shipped. This could be because of the following:
- Your order contains a pre-order product (you can verify this on the product page directly, and the estimated month it will be shipped out).
- If you are located in the United States: we now have to deliver products in bulk to our US warehouse, meaning that it will take some additional time for you to receive your orders.
- Sometimes it unfortunately happens that we have production delays.

If you have any further questions, please do not hesitate to reach out to us.

We deliver our products to all countries. 

However, when at checkout, you might receive an error message saying that we do not ship to your country. This is because we have multiple warehouses, and we may have to manually input your information into our database.

If you receive this error message at checkout, we will need the following information:

Shipping information:

• Name 
• Street 
• City 
• State 
• Zip code 
• Country 
• Phone number 
• Email 

Product information 

• Link of the product you want 
• If applicable, we will also need the size of the product you’d like
  

Once we have created your order for you, we will send you an invoice. When payment has been received, your order will be processed and shipped as soon as possible.

Please keep in mind that there may be delays in shipping due to various factors, but that you will receive an email once your order has been shipped from our warehouse. You can find more shipping information here: Shipping Policy

In accordance with French laws, all return and exchange requests must be made within 14 days of the items being delivered.

You can request a refund up to 30 days based on the following:
- You made a purchase, and the order has not yet shipped.
- Your item has been delivered, but you wish to return the item.
- Your item has been delivered, but it arrived damaged and/or defective.

To be eligible for a refund on the product(s) you wish to return or exchange, the items must be sent back in their original packaging, unwashed and unworn. Please be aware that we cannot offer a refund on your original shipping costs unless your product is defective, as we are not responsible for shipping costs set by the couriers we use. Please also keep in mind that once past one of the 30 days scenarios mentioned above, we cannot offer you a refund.

In the event that your product is damaged and/or defective:
Please reach out to us with photos or videos of the product and your email address. Once we can confirm that your product is damaged and/or defective, we will issue a shipping label to you so that you can return your product. When the merchandise has been received on our end, we'll reach out to you via email to discuss the next steps.

To initiate a return or exchange, please reach out to our customer service team via the live chat box or our email, and one of our team members will get back to you as soon as possible.

Please note that if you are eligible for a refund, you will receive said refund as credit that you can use on the shop.

If you’ve accidentally input the wrong information, or changed your mind about your order, there’s no need to worry! As long as your package has not shipped, the option to cancel your order is available to you.

To cancel your order, please send an email to lofimerch@lofigirl.com, or the live chat box. We will need the following information:

• Full name
• Order number
• Reason as to why you’d like to cancel your order.

Please refer to our full refund policy here.