FAQ

Q: What kind of products do you sell?

A: MoiMoi Store is a print-on-demand (POD) store. Every product — from apparel to accessories — is custom-printed with original designs specifically for you when you place an order. We do not hold pre-made stock.

Q: Are your products made to order?

A: Yes, every item is made to order. Nothing is pre-stocked or warehoused. This means your item is printed, packed, and shipped after you place your order — which is why we're unable to accept returns for change of mind or wrong size selected.

Q: Can I cancel or change my order after placing it?

A: We process orders quickly, so cancellations and changes are only possible within a very short window after purchase. Contact us immediately at customerservice@moimoistore.com with your order number if you need to make a change.

Q: The product looked different on screen. Is that normal?

A: Yes — screen colors vary based on your device's display settings and calibration. Minor differences between what you see on screen and the final printed product are normal and are not considered defects. We recommend checking product descriptions and mockup images carefully before ordering.

Q: Do you offer custom or personalized designs?

A: All our products feature original designs created for MoiMoi Store. We do not currently offer custom personalization (e.g. adding your own name or photo) unless specifically stated on the product listing. However, if your order is large enough, we will be happy to discuss! Just drop an email request to customerservice@moimoistore.com.

Q: How do I know which size to order?

A: Every product listing includes a size guide. We strongly recommend checking measurements before ordering, as we are unable to accept returns or offer free replacements for incorrect size selections. If you're between sizes, we recommend sizing up.

Q: How long does it take to receive my order?

A: Your total delivery time = fulfillment time + shipping time.

•      Fulfillment (printing & packing): 2–5 business days

•      Domestic shipping (US/Canada): 3–4 business days after fulfillment

•      International shipping: 5–20 business days after fulfillment

So for a standard domestic order, expect 5–9 business days total from order date to delivery.

Q: Do you ship internationally?

A: Yes. We ship worldwide through our fulfillment partner, which operates facilities globally. Shipping times and costs vary by destination and are calculated at checkout.

Q: How much does shipping cost?

A: Shipping costs are calculated at checkout based on your destination, product category, and selected shipping method. You'll see the exact cost before completing your purchase. We may offer free shipping promotions from time to time — check our store for current offers.

Q: Will I have to pay customs or import duties?

A: For international orders, import duties, taxes, and customs fees may apply depending on your country. These charges are not included in your order total and are the responsibility of the recipient.

Q: Will I receive a tracking number?

A: Yes. Once your order ships, you'll receive a tracking number and carrier name via email. Use the tracking link to monitor your shipment status. If you haven't received a tracking email, check your spam/junk folder first, then contact us at customerservice@moimoistore.com.

Q: My tracking hasn't updated in days. What should I do?

A: Tracking can sometimes stall for a day or two, especially for international shipments in customs. If there's been no update for more than 5 business days, contact us at customerservice@moimoistore.com with your order number and we'll investigate with the carrier.

Q: My order says 'Delivered' but I haven't received it. What now?

A: First, check with neighbors, your building reception, or any safe spots the carrier may have left the package. If still missing after checking:

•      Contact the carrier directly using the tracking number

•      File a missing package report with the carrier

•      Email us at customerservice@moimoistore.com — we'll do our best to help

Q: What is your return policy?

A: Because all products are made to order, we only accept return or refund requests for:

•      Misprinted items (wrong design, placement, or quality issues)

•      Damaged or defective items

•      Wrong item received due to fulfillment error

•      Packages lost in transit

Q: How do I request a return or refund?

A: Email us at customerservice@moimoistore.com within 30 days of receiving your order (or within 30 days of the estimated delivery date for lost packages). Include:

•      Your order number

•      A description of the issue

•      Clear photos of the problem (see our Return Policy for photo requirements)

Do not send any items back without contacting us first. Items returned without prior approval will not be accepted.

Q: What if my item arrived damaged or with a print defect?

A: Email us at customerservice@moimoistore.com within 30 days with photos of the damaged or defective item. If the issue is a fulfillment or production error, we will send you a free replacement or issue a full refund — your choice. You do not need to return the item.

Q: I received the wrong item. What do I do?

A: Contact us at customerservice@moimoistore.com within 30 days with a photo of the wrong item received alongside the packing slip. We'll arrange a free replacement right away.

Q: Can I exchange my item for a different size?

A: We don't offer direct exchanges. If you'd like a different size, the process is:

•      Submit a return request if your item qualifies (defect or fulfillment error)

•      Once approved, place a new separate order for the correct size

If the size issue was due to customer selection error, a new order will need to be placed at your own expense.

Q: How long does a refund take?

A: Once your refund is approved, it is processed to your original payment method within 10 business days. Your bank or card provider may take additional time to post the credit. If more than 15 business days have passed since approval, contact us at customerservice@moimoistore.com.

Q: Can EU customers return items?

A: Under Article 16(c) and (e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalized products. As all our products are custom print-on-demand items, standard 14-day EU withdrawal rights do not apply. Returns are only accepted for defective, damaged, or incorrect items as outlined above.

Q: Who prints and fulfills my order?

A: All orders are fulfilled by our fulfillment partner, a global print-on-demand company with facilities in the US, Canada, Europe, the UK, Australia, Japan, and Brazil. Your order is automatically routed to the facility closest to your delivery address for the fastest possible fulfillment.

Q: What printing method is used?

A: We uses several printing methods depending on the product, including Direct-to-Garment (DTG), embroidery, cut-and-sew, and sublimation printing. The method used is chosen for the best quality result for each specific product type.

Q: Will the print fade over time?

A: Our DTG prints are designed to be durable when cared for properly. To extend print life:

•      Wash inside out in cold water

•      Avoid tumble drying — hang or lay flat to dry

•      Do not iron directly on the print

•      Do not dry clean

Q: Why does my product have a slight vinegar smell?

A: DTG-printed garments are sometimes treated with a fixation agent during production that can create a mild vinegar-like smell. This is completely normal and safe and will disappear after the first wash.

Q: Are your products ethically sourced?

A: Our fulfilment partner sources blanks (unprinted products) from suppliers that comply with ethical manufacturing standards, including certifications like OEKO-TEX and Fair Wear. Specific sourcing information is available on individual product listings where provided.

Q: What payment methods do you accept?

A: We accept all major payment methods supported by Shopify Payments, including:

•      Visa, Mastercard, American Express

•      Apple Pay and Google Pay

•      Shop Pay (buy now, pay later where available)

•      PayPal (where enabled)

Available payment methods may vary by your region.

Q: Is my payment information secure?

A: Yes. All payments are processed securely through Shopify Payments or other approved payment gateways. We do not store your credit card details on our servers. All transactions are encrypted using SSL technology.

Q: Will I be charged taxes?

A: Tax is calculated at checkout based on your shipping destination and applicable local tax laws. International customers may also be subject to import duties and customs fees upon delivery, which are not included in the order total.

Q: My card was charged but I didn't receive an order confirmation. What do I do?

A: First, check your spam/junk folder for the confirmation email. If it's not there, contact us at customerservice@moimoistore.com with the name and email used at checkout — we'll locate your order and resend the confirmation.

Q: Do I need an account to place an order?

A: No, you can check out as a guest. However, creating an account lets you track order history, save shipping details, and manage returns more easily.

Q: How is my personal data used?

A: Your personal data is used to process and fulfill your order. We do not sell your data to third parties. For full details, see our Privacy Policy.

Q: How do I contact customer support?

A: Email us at customerservice@moimoistore.com. We aim to respond to all enquiries within 1–2 business days. To speed up resolution, always include your order number and relevant photos in your first message.

Q: I have a complaint. What's the process?

A: Email us at customerservice@moimoistore.com with full details of your concern. We take all complaints seriously and aim to resolve issues fairly and promptly. If we can't resolve it directly, we'll advise on further steps available to you.

Q: Do you have a phone number or live chat?

A: Currently, our primary support channel is email at customerservice@moimoistore.com. We don't offer live chat or phone support at this time but aim for fast email response times.