How can we help?

FAQ

ACCOUNT

Forgot Your Password?

You don't need a password to find your account. Here's how you get it.
1. Find the admin sector in the navigation or link here
2. Enter your registered email address and click Continue
3. Check the email and find the 6-digit code to get the entrance

ORDERS

What Size Should I Choose?

Our sizing may differ from EU/US standards. To avoid discrepancies, please check the size guide first or contact the team to ask for assistance.

How Do I Track The Status Of My Order?

You can check the order status on your account at any time.

What is more, when your order leaves our warehouses, we will send you an e-mail.

How Do I Cancel My Order?

You could cancel your order if it hasn’t been shipped. Just contact us via email with order number. However, your order can no longer be cancelled once it has been fulfilled.

Can I Change My Order?

No changes can be made to an order after it has been placed. However, if you need any help, please contact our customer service team via emails.

I Have Made A Mistake In My Address. How Do I Correct It?

Generally, the shipping address cannot be changed once your order has been placed. However, you may contact us online or via email as soon as you find it wrong. We will try to modify it before it's fulfilled.

Why Has My Order Not Been Processed?

Generally, we will send an order confirmation email to you once you place an order successfully. If you never receive one, you may contact our customer service team via emails for help.

I'm Missing Items From My Order, What Should I Do?

Please check if you have received an email from us that indicated your ordered item(s) is/are not available. In this case, we will refund you the corresponding amount for this item via the same payment used for the purchase. If no, please take some photos of your received package and send them to our Customer Service team together with your Order Number. We will check and get back to you as soon as possible.

I Receive A Wrong Or Defective Order. What Should I Do?

Please take some photos of what you have received and contact us as soon as possible. We will try our best to help you resolve this issue.

Are Exchanges Available?

Please Note: We don’t offer exchange service once your order has been placed/fulfilled/delivered. However, you could contact our customer service team as soon as possible if you order hasn’t been shipped yet.

PAYMENT

What Valid Payment Methods Does MO&Co. Accept?

We accept the following payment methods and will try to offer more options in the future. Please stay tuned.

Credit Card

We accept Visa, MasterCard, American Express, Maestro, and JCB cards.

UnionPay

Fill in all required info to complete the payment. A bank reserved mobile phone number to which the SMS verification code (OTP) can be sent is needed during the verification process.

PayPal

When selecting this option at checkout, you will be directed to the PayPal site to complete your purchase before returning to MO&Co. online.

Apple Pay

Make sure you are logged in with your Apple ID. If necessary, enter your billing, delivery, and contact information to confirm payment.

Google Pay

Make sure you've logged in with your Google Account on the websites or installed the app. If necessary, enter your billing, delivery, and contact information to confirm payment.

When Does MO&Co. Charge My Payment Account?

Generally, the payment will go through as soon as the purchase is completed.

Will Any Taxes and Duties Be Charged For International Orders?

Please note that no extra taxes and duties will be charged to your purchase orders.

Is Your Website Secure?

We implement appropriate technical and organizational measures to address the risks corresponding to our use of your personal data, including loss, alteration, or unauthorized access to your personal data, and empower you to exercise your rights. We require our service providers to do the same through contractual agreements. However, you should be aware that any transmission of your personal data through the internet is at your own risk. We can only protect your personal data when we have it.

SHIPPING

Which Areas Do You Deliver To?

Currently, our online shop is addressed to customers from the following countries: United States, Australia, Belgium, Bulgaria, Canada, Czechia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Japan, Kazakhstan, Latvia, Lebanon, Malaysia, Mexico, Mongolia, Netherlands, New Zealand, Norway, Oman, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, Vietnam, Hong Kong SAR, China, Macau SAR, China, Taiwan China.

We will try to add more options in the future. Please stay tuned with us.

What Are The Shipping Methods And Charges?

We offer FedEx Premium shipment for all orders an charge a delivery fee for each shipment according to charging standards in different regions, which is shown in the below and will be clearly indicated during the check-out process. For more info, please check here.

All orders over 235 USD - Free Shipping

Orders under 235 USD

  • Hong Kong SAR, China/Macao SAR, China - Free Shipping
  • Taiwan, China-Southeast Asia - 15 USD
  • United States, United Kingdom, Canada, Australia, France, and others - 25 USD
How Long Does Delivery Take?

We will deliver your parcel within 2-7 business days, excluding customs processing time. During high season and Sale, delivery might take a little bit longer.

Do You Deliver To Post Office Boxes?

At this time we are unable to deliver to PO boxes or APO/ FPO addresses.

I Haven't Received My Package After 7 Business Days. What Should I Do?

Sometimes, the shipment may be delayed during peak season. However, please feel free to contact us along with your order number. We will help you figure out the situation and resolve it ASAP.

RETURN&REFUND

The Size Doesn't Fit Me. Can I Exchange One?

Currently, we don't offer exchange services. However, you may feel free to return it if it doesn't fit you. Just contact us at customerhelp@moco.com or log into your account to make an online request.

What Is The Return Procedure?

We hope you will love everything that you order from us, but if something isn't quite right, you have the right to return your item(s) within [30] days for any wrong items or product(s) with defect. Your right of return will expire after [30] days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To be eligible for a return, your item(s) must be in the same condition that you received it/them, unworn or unused, with tags, and in its original packaging. To learn more about our return policy, you may click here.

What Is The Return Charge?

Except for defective or incorrect orders, you are responsible for covering all expenses associated with the return.

For the charge, please note that all return packages are sent back to China and that may result in duties and taxes.

You have the option to arrange the return shipping yourself or request a shipping label from us. If you choose the latter, FedEx will charge a shipping label fee based on your location and package size. The cost of the return will be deducted from your refund. For an estimated shipping label fee, you can refer to the information below.

  • Hong Kong SAR, China, Macao SAR, China, Taiwan, China - 10 USD
  • Singapore, Malaysia, Vietnam - 15 USD
    United States, Canada, United Kingdom, France, Australia - 25 USD
  • Other countries or regions - 25 USD
I Never Received Your Reply About My Return. What Can I Do?

We will definitely respond to your order requests. It usually takes about 2 business days to process. If you don't receive a reply within that time, please check your email trash first as it might be marked as spam. If you still haven't received anything, you can contact us through WhatsApp or online chat.

When Can I Get The Refund?

If you have sent the package back, please notify us in time. We will process your return package upon receipt. Once the return is completed, we will issue a refund and notify you via email.