Refund policy

Because every MochiLab piece is handmade and many orders are created for a specific phone model, please review your order details and the information below carefully before completing your purchase.

Before Placing Your Order

Please double-check:

• Your exact phone model
• The selected design and product option
• Your complete shipping address
• Your apartment or unit number, if applicable

For Made to Order purchases, the phone model entered with your order will be used to prepare the case.

When everything is available, your case can usually ship within 2 weeks. If a phone case base or an important design component needs to be sourced, please allow up to 4 weeks. Designs featuring separately sourced collectible figures may require 4–6 weeks, as noted on the individual product page.

If timing is important to you, please contact us before ordering with your phone model and the name of the design you are interested in. We will provide an estimated production timeline.

Please note that orders cannot be cancelled after the 24-hour cancellation period because materials may already have been sourced and production may have begun.

Order Changes and Cancellations

Orders may be cancelled within 24 hours of purchase.

To request a cancellation or correct an order detail, please contact us as soon as possible and include your order number.

We will do our best to correct information submitted during the first 24 hours. However, changes cannot be guaranteed if the order has already entered production or the shipping process.

After the 24-hour cancellation period has passed, the order can no longer be cancelled or refunded because of concerns about production time.

Returns and Exchanges

Because MochiLab products are handmade and often prepared for a specific phone model, all sales are final.

We do not accept returns, exchanges, remakes, or refunds for:

• Change of mind
• Concerns about production time raised after the 24-hour cancellation period
• An incorrect phone model entered or selected by the customer
• An incorrect or incomplete shipping address provided by the customer
• Normal handmade variations
• Minor differences in piping, texture, spacing, or decorative placement
• Minor charm or decorative substitutions made in accordance with this policy
• Natural wear or damage occurring after delivery
• Damage caused by improper use, cleaning, storage, or care

This policy does not apply when an order arrives damaged in transit, contains the wrong item, is missing an item, or has another confirmed issue caused before or during delivery.

Charm Availability and Design Adjustments

Different phone models have different case dimensions, camera layouts, and available decorating space. As a result, the placement, size, or number of decorative elements may need to be adjusted so that the finished design remains balanced and functional.

Certain charms or decorative components may also become unavailable while a Made to Order piece is being prepared. When necessary, a similar item from the same style, theme, or collection may be substituted.

Any substitution will be chosen to preserve the design’s:

• Overall style
• Colour palette
• Theme
• Visual balance

If you do not accept any charm or decorative substitutions, please contact us before placing your order so we can confirm the availability of the specific components you require.

By placing an order without contacting us for this confirmation, you acknowledge that minor substitutions or layout adjustments may be made when required. These differences are not considered defects and are not eligible for a return, exchange, remake, or refund.

If a required substitution would significantly change the overall design rather than simply adjust a minor detail, we will contact you before proceeding.

Handmade Variations

Every MochiLab piece is individually made by hand. No two pieces will be completely identical, including pieces based on the same design.

Natural handmade variations may include:

• Slight differences in piping shape or texture
• Minor unevenness or small surface marks
• Small differences in spacing and decorative placement
• Minor differences in colour or material appearance
• Layout adjustments for different phone models
• Slight colour deepening or shrinkage as the cream glue cures

These characteristics are part of the handmade process and are not considered defects when they do not affect the product’s function, durability, or overall design.

If you require the uniformity and flawless finish of a factory-produced item, please consider this carefully before purchasing a handmade product.

Confirmed functional defects, major damage, or significant errors are handled separately under the section below.

Incorrect Phone Model

Customers are responsible for entering or selecting the correct phone model when placing an order.

Cases made for one phone model generally cannot be used with another model, even when the model names or dimensions appear similar.

An order made using the phone model provided by the customer is not eligible for a return, exchange, remake, or refund because the wrong model was entered.

If you are unsure of your exact phone model, please check your phone settings or contact us before ordering.

Incorrect or Incomplete Shipping Address

Orders are shipped to the address provided at checkout.

Please contact us within 24 hours of purchase if you notice an address error. We will update the address when possible, provided that the order has not already entered the shipping process.

If an order is returned because the customer provided an incorrect or incomplete address, the customer will be responsible for the additional shipping charge required to send it again.

Shipping charges already used for the original shipment are non-refundable.

Contact Us

Please contact us before placing your order if:

• You need the item by a particular date
• You want an estimated production timeline
• You are unsure about your phone model
• You require specific charms with no substitutions
• You have questions about normal handmade variations

For an existing order, please include your order number so we can assist you more efficiently.