Moomooqiu / Customer Care

Shipping & Returns

We want shopping with Moomooqiu to feel simple and straightforward. Below you'll find information about order processing, free shipping, delivery estimates, returns and refunds.

Order Processing

Once your order has been confirmed, Moomooqiu generally requires 1–3 business days to prepare and process your order before shipment.

Our business days are Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will begin processing on the next available business day.

Processing time is separate from shipping or transit time. During particularly busy periods, product launches or public holidays, processing may occasionally take slightly longer.

Free Air Shipping

Moomooqiu currently provides free air shipping on all orders.

There is no minimum purchase requirement for our standard free shipping service.

The shipping carrier may vary depending on your destination, package size and the local delivery network.

Estimated Delivery Time

After your order has been dispatched, estimated transit time by air shipping is approximately 7–12 days.

This timeframe is an estimate and is not a guaranteed delivery date.

Please remember that the estimated 7–12 day transit period begins after the order has completed our 1–3 business day processing period and has been handed over to the carrier.

Tracking Your Order

Once your order has been shipped and tracking information becomes available, we will provide you with a tracking number so that you can follow the progress of your delivery.

Tracking information may take some time to become active after you receive your shipping confirmation.

Shipping Delays

We work with our shipping partners to deliver orders as efficiently as possible. However, circumstances outside our reasonable control may occasionally affect delivery times.

These may include:

• customs inspections or processing;
• carrier delays;
• weather conditions;
• public holidays;
• local transportation disruptions;
• high-volume shipping periods; or
• other circumstances outside our reasonable control.

If your tracking information has not updated for an extended period, please contact us and we will assist in checking the shipment status.

Shipping Address

Please review your shipping information carefully before completing your order.

Customers are responsible for providing a complete and accurate shipping address, including apartment, unit or building numbers where applicable.

If you notice an error after placing your order, please contact us as soon as possible. We will do our best to make corrections before shipment, but address changes cannot be guaranteed once fulfillment has begun.

Lost, Damaged or Unusual Deliveries

If your package appears to be lost, arrives damaged or there is another significant delivery issue, please contact us with your order number and relevant information.

Where appropriate, we will work with the carrier to investigate the issue and determine the next reasonable step.

Customs & Import Processing

International shipments may be subject to customs inspections, import processing or other requirements determined by the destination country or region.

Customs processing may occasionally extend estimated delivery times.

Any applicable import duties, taxes or charges will be handled in accordance with the requirements of the destination country and any information displayed during checkout.

30-Day Return Policy

We hope you enjoy your Moomooqiu order. If something is not quite right, you may request a return within 30 days after receiving your item.

Return requests submitted more than 30 days after delivery may not be accepted unless required by applicable law or related to a verified product issue.

Return Eligibility

To be eligible for a return, the item should be returned in substantially the same condition in which it was received.

Returned items must generally be:

• unworn;
• unused;
• unwashed;
• free from stains, odors or damage;
• with original tags and labels attached; and
• accompanied by your order information or proof of purchase.

Where reasonably possible, please also return the item in its original packaging.

We reserve the right to inspect returned products. Items showing clear signs of wear, washing, misuse, contamination or customer damage may not qualify for a full refund.

How to Request a Return

Please contact us before sending any product back.

To request a return, email zhangqianwen911@gmail.com and include:

• your order number;
• your name or order email address;
• the item you wish to return;
• the reason for the return; and
• photos if the item is damaged, defective or incorrect.

Once your return request has been reviewed and accepted, we will provide return instructions and the appropriate return address.

Return Shipping Costs

For returns due to personal preference, including situations such as an unsuitable size, change of mind, color preference or duplicate purchase, the customer is responsible for return shipping costs.

If your return is caused by a confirmed error on our part, including a defective, damaged or incorrect item, Moomooqiu will cover reasonable return shipping or provide another appropriate solution.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If an item arrives damaged, defective or different from what you ordered, please contact us as soon as reasonably possible and include your order number and clear photographs of the issue.

Once reviewed, we may provide an appropriate solution such as:

• a replacement;
• a reshipment;
• a partial refund; or
• a full refund.

The most appropriate resolution will depend on the circumstances of the order and the nature of the issue.

Non-Returnable Items

Certain products cannot normally be returned for reasons unrelated to a product defect.

These include:

• items that have been worn;
• items that have been washed;
• items with removed tags or labels;
• items damaged after delivery through customer use;
• items with stains, odors or other signs of use;
• customized or personalized products;
• gift cards; and
• products clearly marked as Final Sale.

Please contact us before returning an item if you are unsure whether it is eligible.

Sale & Promotional Items

Products purchased during a promotion or with a discount code may generally still be returned under our standard return policy.

Products clearly marked as Final Sale at the time of purchase are generally not eligible for returns due to personal preference.

This does not affect any rights you may have for defective or incorrectly supplied products under applicable law.

Exchanges

If you would like a different size, color or item, the fastest option is usually to return the original product in accordance with this policy and place a new order for the item you want.

This helps avoid the requested replacement becoming unavailable while the original return is in transit.

If the exchange is required because we supplied the wrong or defective item, please contact us first so we can assist you.

Refunds

Once your return has been received, we will inspect the returned item and notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

We generally aim to initiate approved refunds within 5–10 business days after the returned item has been inspected.

Your bank, card issuer or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us.

Original Shipping Charges

Moomooqiu currently provides free standard air shipping on orders, meaning customers do not normally pay a separate standard outbound shipping charge.

For returns caused by personal preference, the customer remains responsible for the cost of shipping the product back to us.

For verified defective, damaged or incorrectly supplied products, we will cover reasonable return or replacement shipping costs where appropriate.

Refused & Undeliverable Packages

Packages may occasionally be returned to us due to circumstances such as:

• an incorrect or incomplete shipping address;
• repeated unsuccessful delivery attempts;
• failure to collect the package where required; or
• refusal of an otherwise correctly fulfilled order.

Where permitted by applicable law, reasonable additional shipping costs caused by these circumstances may be deducted from a refund.

If the delivery problem resulted from an error on our part, please contact us and we will assist with the appropriate solution.

European Union 14-Day Cooling-Off Right

If an order is shipped to a customer in the European Union, applicable law may give the customer the right to cancel or return the purchase within 14 days after receiving the goods without providing a reason.

This statutory right exists independently of our standard 30-day return policy.

Nothing in this policy is intended to restrict mandatory consumer rights that cannot legally be waived.