Refund policy
Because every MochiLab piece is handmade and often made for a specific phone model, please double-check your phone model, design, product option, and shipping address (including apartment/unit number) before completing your purchase.
Order Changes & Cancellations
Orders may be cancelled within 24 hours of purchase. To cancel or correct an order detail, contact us with your order number as soon as possible — we'll do our best to help, but changes can't be guaranteed once production or shipping has started.
After 24 hours, orders cannot be cancelled, changed, or refunded, as materials may already be sourced and production may have begun.
Final Sale
All MochiLab sales are final. We do not offer returns, exchanges, remakes, or refunds for:
- Change of mind
- Production-time concerns raised after the 24-hour window
- An incorrect phone model or shipping address provided by the customer
- Normal handmade variations (see below)
- Minor charm/decorative substitutions made under this policy
- Wear or damage occurring after delivery, or caused by improper use, cleaning, or storage
This does not apply to orders that arrive damaged in transit, contain the wrong item, are missing an item, or have another confirmed issue caused before or during delivery.
Handmade Variations
Every piece is made by hand, so no two are perfectly identical — including slight differences in piping, texture, spacing, colour, or cream glue's natural curing (deepening/shrinking slightly over time). These are normal characteristics of handmade work, not defects, and aren't eligible for return or refund.
If you're looking for factory-level uniformity, please keep this in mind before ordering.
Charm & Design Adjustments
Different phone models have different dimensions and camera layouts, so charm placement, size, or spacing may need slight adjustment to keep the design balanced. If a specific charm becomes unavailable, we'll substitute a similar piece that preserves the design's style, colour palette, and overall balance — this is not considered a defect.
If a substitution would significantly change the design (not just a minor detail), we'll contact you before proceeding. If you need specific charms with no substitutions, please contact us before ordering to confirm availability.
Contact Us
Have questions before ordering — timeline, phone model, or specific charm requests? Reach out anytime at mochilabstore@gmail.com with your order number (if applicable).
