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FAQ's

Signup/Login

How do I create an account on?

You can create your account on Mochi using your mobile number

  • 1. Enter your Mobile Number on clicking SignUp
  • 2. Click on "Create New Account"
  • 3. Enter the OTP you get on your mobile number
  • 4. Fill up the form to create your Mochi account.

We collect the most minimal possible information regarding you to help a hassle free signup process

What data do I need to provide Mochi to sign up?

Mandatory:

Phone Number

Optional:

Alternate phone number

How do I login on Mochi?

You can loginto Mochi using your mobile number and OTP

What if I do not receive my OTP?

Please verify your network connectivity. You have the option to 'Resend OTP' which can be used to trigger a message again

Placing order, tracking, delivery

How do I place an order on Mochi?
  • Find the product you wish to buy
  • Select the size of the product
  • Add the product to your shopping bag by clicking on "Add to Bag"
  • Go to your shopping bag and click on "Checkout"
  • Provide your Shipping Address
  • Confirm payment and your order will be placed
How can I figure out the correct size for me?

Each item you select will have a 'Size Chart' above 'Add to Bag' button. You can refer to the size chart and the provided sketch on 'How to Measure' to determine the right size of clothing

Do I need to create an account to place an order?

Yes, you need to create an account to place an order. This will help us provide you with a personalized experience

Is there a limit on my orders?

For all orders priced at Rs. 600 or below, there is a fixed shipping fee of Rs. 50 which will get applied on the checkout page.

The maximum amount for which orders can be placed for CoD is Rs. 1000 and for prepaid orders, Rs. 5000. This amount is fixed to provide the best possible shipping experience to our customers placing Individual orders

For orders above these limits, we encourage you to reach out to us with an email regarding your specific requirements

What is Mochi's Shipping Policy?

Mochi ships the product you ordered in the fastest time possible and deliver to your doorstep. Please check the delivery availability to your PIN Code when ordering.

Please note: Cash on Delivery Orders applicable for a minimum purchase of Rs.1000 and above.

* For orders in J&K and North East, the shipping charges will be Rs. 75

How do I check the status of my order?

Please tap on “My Orders” section under main menu to check your order status.

How can I check if Mochi delivers to my PIN Code?

Our Product Page has a section for 'Delivery Options' right below the 'Add to Bag' button. Please enter your PIN code there and click on 'Check'. The tool will tell you if your area is serviceable

Delivery is not available on my address, what should I do?

We are trying to add more PIN codes to our delivery list. If you do not find your PIN code at this point in time, we request you to check back in a few days

How are orders placed on Mochi delivered to me?

The orders placed on Mochi are delivered by our courier partners and we will ensure timely delivery

Payments

How can I pay for my order at Mochi?

Payment can be made through any of these modes:

  • 1. Credit Card
  • 2. Debit Card
  • 3. Net Banking
  • 4. Wallet
  • 5. UPI Payment
  • 6. Cash on Delivery (CoD)

Please note:

  • 1. CoD orders are available only in select PIN Codes. Verify PIN Code serviceability before placing order
  • 2. CoD orders will be charged at Rs. 50
How does the COD (Cash on Delivery) payment option work?

With the Cash on Delivery option, Mochi allows you to pay for your orders at the time of delivery. For orders below Rs. 600, we charge an addition Rs. 50 for shipping

What should I do if my payment fails?

Please check the following:

  • Account details entered
  • Billing address
  • Password/OTP
  • After checking, please retry the payment
  • If your payment still fails. You can use CoD option provided the facility is available in your area
  • If CoD option is not available, please try ordering in sometime

Cancellation, Return, Replace

What is Mochi's Cancellation Policy?

You can now cancel an order when it is in packed/shipped status, as long as the cancel option is available. This includes items purchased on sale as well.

Can I modify the shipping address of my order after it has been placed?

Yes, You can modify the shipping address of your order before we have processed (packed) it, by updating it under 'change address' option which is available under ‘My order’ section

How do I cancel my Order?

Tap on “My Orders” section under the main menu and then select the item or order you want to cancel.

I just cancelled my order. When will I receive my refund?

If you had selected Cash on Delivery, there is no amount to be refunded because you haven not paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation.

What is Mochi's Return Policy? How does it work?

The products purchased on Mochi can be returned within 15 days of purchase. Post this, return is not allowed. Also, for the return to be valid, we request that you do not use the product and keep the price tags intact. This will be checked by our executive who picks up the product as well as in our warehouse

How do I return a product on Mochi

You can place a 'Return Request' under the 'My Orders' section of main menu

Choose the product you want to return

Click on 'Return' option

Select the reason for return. Please note that selecting the right reason for return will help us service you better

Click on 'Place Return Request' and you are done

Your schedule for pickup will be informed via a message.

Please Note: Items must be returned in their original packaging, including hangers, polybags, hang tags on garments, shoe boxes, dust bags and gift boxes. Items must be unused, unworn, unwashed, and undamaged

Will Mochi pick up my returned product

Yes. We will pick your returned items. The pickup date and time will be confirmed to you once you place a return request