ACCOUNT

WHAT ARE THE BENEFITS OF CREATING A MOOMOOZ ACCOUNT?

Joining us will definitely make your shopping experience much more pleasant! By simply signing into your account, you can track orders, save addresses, manage your moomooz credit and more. We want to make sure your every second with us is worth it.

To create a moomooz account, click on the Person icon at the top right corner. In only a few minutes, you will be a part of the moomooz family, too! You can make changes to your account information at any time. Don’t worry, we promise to keep all your information saved under “My Account” confidential.

UH-OH, I FORGOT MY LOGIN ID AND PASSWORD!

Your moomooz login ID is identical to your email address. Here is how you can reset your password: Click on the Person icon at the top right corner of our start page, where you will find the question “Forgot your password?” at the bottom. Click on it, and we will email you a temporary password you can use to sign in and create a new one.

HOW DO I CHANGE MY ACCOUNT INFORMATION?

It’s super easy! Sign in and click on the “My Account” tab. Feel free to change and update your account information whenever.

HOW IS MY PERSONAL INFORMATION USED?

All information you provide us with is confidential. You can always access and modify your account information, in accordance to the Korean Privacy Act.

Moomooz uses cookies, which are pieces of information about your previous actions on our website. Cookies enables us to make sure you are on the same page with us at all times, especially about your orders. We understand how sensitive and important personal data is; therefore, we keep it secure within the boundaries of the Korean law.

ORDERS

WHERE CAN I FIND MY SHOPPING CART?

You can find the tab to your shopping cart at the top right corner of our start page. Click on the Shopping Cart icon to look into your shopping cart more closely.

HOW DO I ADD ITEMS TO MY SHOPPING CART?

This is the fun part! First, select the item you like and choose your desired color and size. Next, click on the “Add to Cart” button. Now you can keep shopping or proceed to checkout.

HOW DO I PLACE MY ORDER?

It only takes a few steps to complete your purchase:

  • - Select the item you want to buy and click “Add to Cart”
  • - Keep shopping for more goodies or go to Checkout.
  • - When you are done shopping, click on the Shopping Cart icon at the top right corner and proceed to check out.

As soon as you place your order, you will receive a confirmation email including your order number. You will receive another email once your items are shipped.

I’M NOT SURE WHICH SIZE I SHOULD CHOOSE

Refer to our size guide for help! You can find the link on the bottom of our start page.

DO THE PRICES SHOWN INCLUDE TAXES?

The prices shown on the product page do not include taxes. All orders are subject to potential customs taxes and fees of the destination country. In case your order is detained, the recipient of the package may have to pay additional taxes and fees.

Unfortunately, we are unable to determine the exact amount of taxes and fees you are required to pay, since the customs policies and importation taxes vary for every country.

HOW DO I FIND OUT WHETHER THE PRODUCT I WANT IS AVAILABLE?

Products are available within the limit of stocks available at moomooz or our partner brands. Product availability is noted on the concerned product page and on the summary page of your shopping cart. The status of product availability can change even on the same day. Please kindly understand that although we strive to inform you about the most recent product availability status, items you have ordered can be unavailable. In that case, we are fully committed to inform you as quickly as possible. Also, the moomooz team is always more than happy to help. Please reach us at help@moomooz.com for any questions regarding product availability.

I'M HAVING TROUBLE PLACING AN ORDER

No worries, we are here to help! Fill in the Contact Form to let us know about the issue, or contact us at help@moomooz.com.

HOW DO I CHECK MY ORDER STATUS?

You can check the status of your order by clicking on the ‘My Account’ tab. The delivery status of your package will also be available on this page once the shipping begins.

HOW DO I CANCEL MY ORDER?

Cancellation depends on the status of your order. Once your invoice has been issued, your order cannot be cancelled. Reach our customer service here Contact Form or by email at help@moomooz.com for further guidance. Please make sure to include your order number.

HOW CAN I MAKE SURE THAT MY ORDER HAS BEEN SUCCESSFULLY PLACED?

When your checkout process is completed, you will receive a confirmation email including the details of your order.

HOW LONG WILL IT TAKE FOR MY ORDER TO BE PROCESSED?

Orders are processed within 5 business days. A shipping confirmation email will be sent to the email address provided to us when placing the order once the package has shipped.

(Business days are from Monday through Friday, excluding holidays.)

WHERE CAN I FIND THE DETAILS OF MY ORDER?

You can find the details of your current and previous orders by clicking on the “My Orders” tab on your account page.

PAYMENT

WHAT ARE MY PAYMENT OPTIONS?

Moomooz accepts major credit cards (Visa, MasterCard, American Express, etc.) You can also make payments using PayPal. Details regarding available payment options will be provided at checkout. 

WHICH CURRENCY WILL I BE PAYING IN WHEN SHOPPING AT MOOMOOZ?

All payment will be made in the US Dollars.

IS MY CREDIT CARD/PERSONAL INFORMATION SECURE?

The security of your personal information is very important to us. Moomooz uses all means necessary to ensure the safety and confidentiality of your data provided online. Moomooz uses SSL (Secure Socket Layer,) which is a secure payment program that only allows the encoding of your banking co-ordinates during the transaction. The Paymentwall will let alone receive the banking information submitted to moomooz at the time of the payment.

HOW DO I USE THE MOOMOOZ CREDIT?

You can use moomooz credit like cash when you shop with us at www.moomooz.com! Moomooz credit expires when you permanently deactivate your moomooz account (which we hope will never happen.) Until then, you can use your moomooz credit whenever! Moomooz credit cannot be exchanged into cash in any case. You can check the amount of credit you have by clicking on the “My Account” tab.

HOW DO I USE MY PROMOTION CODE?

Please check the validity and expiration date of the promotion code prior to use. Promotion codes are only valid to purchase products specified on www.moomooz.com. A single promotion can be used only once per customer and is not refundable. You can only use one promotion code at a time – save the rest for your future purchases! You will be able to enter in the promotion code on the “Discount Code” page at checkout.

SHIPPING

WHICH COUNTRIES DOES MOOMOOZ SHIP TO?

We mainly ship to various countries in Europe and North America. Please contact us at help@moomooz.com for a more specific guidance regarding the countries we ship to.

WHAT ARE MY SHIPPING OPTIONS?

Moomooz currently offers express delivery only. We will make our utmost effort to select the courier that can serve you best!

HOW LONG WILL THE DELIVERY PROCESS TAKE?

The express delivery period our courier provides is 2-9 business days.

WHAT ARE THE SHIPPING COSTS?

All orders over 70 US Dollars will be delivered free of charge. For all orders under 70 US Dollars, a flat rate shipping fee of 15 US Dollars will be charged.

HOW CAN I TRACK MY ORDERS?

Once your package has shipped, you can always check the delivery status of your order on the “My Orders” page with the tracking number provided by the courier. Please contact the courier directly for more details regarding the delivery status of your order.

I RECEIVED A DEFECTIVE ITEM. WHAT SHOULD I DO?

You must inspect the state of your received items in the presence of the deliverer and make any notes in case of partial or total deterioration of your items on delivery. If not, the product is considered to be accepted and cannot be the subject of any dispute concerning its damage upon delivery. You must notify our customer service within 2 business days at help@moomooz.com. We will try to help you as fast as we can, with the sincerest hearts.

CAN I HAVE MY PACKAGE GIFT WRAPPED?

Unfortunately, we currently do not provide gift wrapping service. We hope to be able to meet all your needs soon!

RETURNS

I WANT TO RETURN AN ITEM. CAN ALL PURCHASED ITEMS BE RETURNED?

All the products excluding sale items can be returned. Returned products must be intact, in perfect condition for resale, and in their original packaging. They cannot have been worn, used or to have even the slightest damage. All returned items must be perfectly clean. If a returned item is damaged, have missing parts, or have deteriorated original packaging, it will not be refunded.

HOW LONG IS THE RETURN PERIOD?

You must notify us through Contact Form regarding the item you wish to return within 14 calendar days from the date on the receipt of the item. Once we have provided you a return authorization number, you must return the item as soon as possible, which cannot exceed 14 calendar days from the receipt of the item you wish to return.

Please note that you must make returns using an insured mail service. We are not responsible for items which we do not receive.

WHERE DO I SEND MY RETURNS TO?

You may be advised to send your returns to our customer service center at:

Moomooz Customer Service

4F, Haeam Building,

155, Shinchon-ro, Seodaemun-gu,

Seoul, South Korea 03766

WHEN CAN I RECEIVE A REFUND ON MY RETURNED ITEM?

You will receive your refund within 14 calendar days on our receipt of the returned items, or documented proof of the shipment of the returned item. If the 14 days period expires on a Saturday, Sunday, holiday or a non-working day, it will be extended to the next business day. The refund will be made by the same means of payment used for the initial transaction. The only other option is receiving the refund as moomooz credit, valid until you permanently deactivate your moomooz account.

OTHERS

HOW CAN I REACH CUSTOMER SERVICE?

Moomooz would love to hear from you. We wish this FAQs page can be some help. If your question is still not answered, you are more than welcome to reach us by filling in the form or by emailing us to help@moomooz.com. Your time and feelings are very precious to us!

HOW CAN I FIND OUT ABOUT NEW BRANDS, SPECIAL PROMOTIONS, AND SALES?

We never want you to miss out on anything! Follow our Instagram account or subscribe to our mailing list to receive the latest moomooz news.

HOW CAN I ACCESS YOUR TERMS & CONDITIONS?

You can access our Terms & Conditions directly at the bottom of our website.

I WOULD LIKE TO GIVE MOOMOOZ SOME FEEDBACK.

Your ideas are always welcome! Please send an email at help@moomooz.com or message us on Instagram. We will strive to reflect your ideas and feedback as best as we can.