Mossery FAQs
1. Do you offer refunds and exchanges?
If you have changed your mind, please reach out to us within the 12 hours after you have placed an order so that we can help you amend or cancel your order! However, all orders are non-refundable and non-exchangeable once we have processed and shipped out your order.
Mossery also reserves the right to decline refund requests if the product has been used, opened, or in question. Please also note that personalised items cannot be cancelled/refunded.
2. I opened my parcel and I didn’t find what I ordered/the products appear damaged.
Oh no! We're really sorry this happened. On the rare occasion that something has gone wrong, do let us know within 14 days after you receive your orders and we will strive to fix it as soon as possible!
If we sent you the wrong items or your items appear damaged, please send an email to admin.ph@mossery.co with the following information:
- Your order number,
- Your full name and shipping address,
- Photos of all the product(s) received in the shipment, the packaging boxes it came in, and the shipping flyers with a visible view of the airway bill,
- A description of the damaged product(s)/the product(s) originally ordered, whichever applicable.
3. What is your returns and refunds policy?
Returns Due To Defect
For online purchases, please contact us by email at admin.ph@mossery.co within 14 days after you receive your orders if you wish to return your item due to a defect reason.
Please send an email to admin.ph@mossery.co with the following information:
- Your order number,
- Your full name and shipping address,
- Photos of all the product(s) received in the shipment, the packaging boxes it came in, and the shipping flyers with a visible view of the airway bill,
- A description of the damaged product(s)/the product(s) originally ordered, whichever applicable.
As a note, Mossery will not be paying for any return postage costs so we recommend that you obtain a tracking number and insurance for your return shipment in case the package is lost or damaged in transit!
Please be aware that Mossery will not be accepting any return request made later than 14 days after you have received your order.
Refunds
For the approved returns, we will make sure to have it refunded by the original method of payment within 10 working days! Once processed, debit card/credit card refunds can take up to 5-10 working days to appear in your account.
Return Address
Please send returns to:
Mossery Sdn Bhd
17, Jalan 51A/225A, Section 51A
PJCT Industrial Zone
46100 Petaling Jaya, Selangor
Malaysia
4. May I amend or cancel my order?
Yes, you may! However, please do so within the 12 hours after you made your purchase. After that, we do not allow amendments or cancellations as we would have processed your order by then. So if possible, do make sure to double check before ordering!
5. Can I change the shipping address?
You can still change the shipping address as long as it’s within 12 hours after you placed your order! So please email us at admin.ph@mossery.co with your order number and the new shipping address.
In the event that your order has been shipped out, we will need to check with the courier service if we are able to change the shipping address. However, there will be an additional charge of $15.00 USD if the change is successful. To speed up the process, please provide us with the new address when you reach out to us.
With that, we advise that you double-check all the shipping details before placing an order to avoid additional charges!
6. I have a different question about my order...
If we missed out on your question on our FAQs, please feel free to direct your questions and queries to admin.ph@mossery.co and a fellow Mosslet from our customer service team will be in touch as soon as possible!
You can also contact us on live chat by clicking on the chat button on the bottom right-hand corner of our website for a quick back and forth!
*As we receive a high volume of messages and comments on our Instagram, we can only respond to order specific related queries via our official customer service channels. Thank you for your cooperation!
7. Can I get on your email list?
Sure! We will even welcome you with a promo code for 10% off your next purchase when you join us! Just scroll down to the footer below to sign up!
1. What payment methods do you accept?
We accept payment through Paypal! Please reach out to us at admin.ph@mossery.co if you have trouble completing your purchase.
2. Why has my card been declined?
Usually, if the issuer of your payment card does not, for any reason, authorise payment, you will be notified of this immediately at checkout.
A common reason for orders to be declined is due to the billing address that may differ from the same address which your bank statements are sent to. Hence, please double check on the addresses to avoid this issue!
Having said that, as all credit/debit cardholders are subject to validation checks and authorisation by the card issuer, please contact your card issuer for full details on why the payment was declined.
3. I signed up for 10% off my first order and can’t find my code!
If you have signed up for our newsletter, you will have received an email containing your unique 10% off code. Please check your inbox as well as junk/spam folders to locate it.
If the email can’t be found, there may be an issue with the email address you have entered. In that event, we would recommend you to sign up again using an alternative email address!
4. I forgot to use my discount code, what can I do?
We’re sorry to hear that! However, due to system limitations, we are unable to retrospectively apply your discount code to an order that has already been placed. In the future, please take extra care to ensure that both the discount code has been entered correctly and has been applied on your purchase!
5. Why can’t I use multiple discount codes?
We allow only one promotion or discount code to be applied at checkout. So if you were to use the 10% off discount code, you won’t be able to stack the “free shipping” discount code on top of it.
So do weigh out which code works best for your order! If you have any questions, feel free to contact us at admin.ph@mossery.co
6. Will the promos from the main Mossery store apply to the Philippine store?
Not all promos from the main Mossery store will apply to the Philippine store. You may browse the store or follow us on Instagram @mossery.ph for relevant promos available to the Philippines.
7. Currency Conversions
All the prices listed on our site are in PHP but are charged in USD. The bank that has issued your card would determine the exact exchange rate during payment. However, in general, it will match very closely with the going exchange rate! Please use Google Converter to get an estimation of the approximate current exchange rate.
1. Where do you deliver?
Our local logistics partner is GoGo Xpress. Please visit their Serviceable Areas page for the complete list of covered cities.
2. How much does shipping cost and how long will it take?
Our Standard Shipping (Pre-Order) fee to the Philippines is at Php 250.00 for a maximum of 5kg. Cut-off for receiving pre-orders is every 31st of the month at 8:00 AM, PH time. The estimated date of delivery is by the middle of the following month. You should receive an SMS notification containing a tracking number from GoGoXpress as soon as it is ready for local delivery. You can use it to track the package here.
If you'd like to receive your orders earlier, Priority Shipping (3-6 days) is also available at an express shipping rate.
3. What happens if my package is returned after it is shipped?
This could be due to a number of reasons so if you noticed from the tracking page that your shipment is being returned to us, please reach out and we will look into this as soon as possible!
4. Do you offer express shipping? How long does it take and how much does it cost?
Yes, we got you covered! Please select the ‘Priority’ option at checkout if you wish to receive your products sooner. You can refer to our shipping information page here for more estimates depending on your location. However, please keep in mind that business days don’t include weekends or holidays!
Moreover, please note that our personalised products may take 4-9 working days to process. Hence, if you would like to expedite the personalisation process as well, please send us your order number, personalisation request, and the date you would need the item by to admin.ph@mossery.co.
5. Do I have to pay for customs?
For Standard (Pre-order) Shipping: We will cover all customs charges for you.
For Priority (Express) Shipping: As much as we try to minimise issues relating to customs and import taxes, we, however, have no control over the cost of customs fees and how they are applied. We understand that customs charges are not ideal so we apologize for any inconvenience that may have caused you.
As for how customs work, to ensure that the courier service can deliver your goods in the shortest possible time after entering your country or customs union, the courier service will pay for the customs authority on your behalf for any duties and taxes that are due on the goods. From there, they will then inform you of the charges. If charged, the customer is liable for all import duties, customs, and local sales taxes levied by the country where the order is being shipped to. Payment of these charges is necessary to release your order from customs on arrival. If you refuse a shipment from Mossery, the package will be abandoned and you will not be refunded.
On the other hand, if you would like to avoid paying for customs duties and taxes, one thing you can try is by ensuring the total value of items in your shipment is below the De Minimis Value— which is the tax threshold, or the amount where a person begins paying taxes on an item. You can refer to the De Minimis page to check the threshold for your country. If you have any questions related to customs charges, please contact your local customs for assistance.
Please also note that any free shipping promotion does not cover the additional charges from customs duties and taxes!
6. Can I track my order?
Yes! All orders placed on our online store can be tracked. You should receive an email notification with the tracking link. For preorders, an SMS notification containing a tracking number from GoGo Xpress will be sent to you as soon as it is ready for local delivery.
7. It has been some time since I placed my order but I have not received the tracking number, what should I do?
Sometimes the email address/number you provided may be incorrect or it could be a technical error. So please reach out to us at admin.ph@mossery.co with your order number and we will assist you!
8. Can I change the shipping address?
You can still change the shipping address as long as it’s within 12 hours after you placed your order! So please email us at admin.ph@mossery.co with your order number and the new shipping address.
In the event that your order has been shipped out, we will need to check with the courier service if we are able to change the shipping address. However, there will be an additional charge of $15 USD if the change is successful. To speed up the process, please provide us with the new address when you reach out to us.
With that, we advise that you double-check all the shipping details before placing an order to avoid additional charges!
1. I received my product, but it looks different to the image on the website.
Product Photograph:
As different screens display colours differently, please bear in mind that colours on actual Mossery products may vary slightly from the image you see on screen.
Product Illustration:
Certain product information might be displayed in graphic format for illustrative purposes only. We suggest that you contact us if you like to get more information!
2. Is it possible to expedite a personalised planner/sketchbook order?
Our personalised products may take 3-7 business days to process, but we can expedite this process depending on the time of the year and other circumstances. If you would like to expedite the personalisation process, please send us your order number, personalisation request, and the date you would need the planner by to our email to admin.ph@mossery.co. We will check with our Operations team regarding this request.
3. Where are Mossery products made?
We source the best materials we can find from all over the globe! In particular, from the United States, Italy, Japan, and Sweden. The final products are printed, manufactured, and assembled in Kuala Lumpur, Malaysia. All the papers used to make our products are also FSC certified, vegan, and cruelty-free.
4. Do you accept unique personalisation requests?
Depending on the request, we can occasionally fulfill unique personalisations. Drop us an email at: admin.ph@mossery.co with your request and we’ll look into the possibilities :)
1. Is Mossery Philippines the same as Mossery Sdn Bhd?
Mossery Philippines is still directly under Mossery Sdn Bhd, managed by a Mossery PH Partner.
2. How can I collaborate with Mossery?
Thank you for expressing interest in working with us! We are excited to work with you too. Feel free to drop us an email at hello@mossery.co and introduce yourself!
3. How do I become partners with Mossery?
If you are interested in partnering with us, do send us and email at custom@mossery.co to share your vision. We can’t wait to hear from you!
1. Can I create customised stationery for my wedding, event, or company?
Of course! We are more than happy to assist in creating a special gift for that particular event. Feel free to email your request to corporate@mossery.co and we’ll share some of the work we’ve made. Thank you for considering us to be a part of your story!
1. How do I sell Mossery products in my store?
We’re always on the lookout to spread our love for stationery worldwide! Please email us at wholesale@mossery.co and we can have a chat about it!