Contact information

Contact & Customer Support

Last updated: 21 October 2026

At Moochi, we’re here to help with questions about your order, our products, shipping, returns, or refunds.

Customer Support

Email: buymoochi@gmail.com

We aim to respond to all enquiries within 1–2 business days.

Business Hours

Monday–Friday: 9:00 AM–5:00 PM, Queensland time (AEST)
Saturday, Sunday & public holidays: Closed

Messages received outside business hours will be reviewed during our next business day.

During busy periods, including Black Friday and holidays, response times may be slightly longer.

Order Support

For faster support, please include your order number when contacting us about:

  • Order updates

  • Shipping and tracking

  • Delivery issues or missing parcels

  • Damaged, missing, or incorrect items

  • Returns or refunds

  • Buy one, get one free offers

  • Colour selections for Toffee and Cocoa

If you cannot find your order number, provide the name and email address used at checkout.

Returns & Return Instructions

Please email us before sending an item back so we can provide the correct return address and instructions.

For change-of-mind returns:

  • Requests must be made within 14 days of delivery

  • Items must be unused, unopened, and in their original packaging

  • For a full refund on a buy one, get one free pair, both items must meet the return conditions and be returned

These conditions do not limit your rights for faulty, damaged, incorrect, or misdescribed products.

For full details, please review our Refund & Returns Policy.

Shipping & Delivery Questions

Please include:

  • Your order number

  • Your full name

  • The email address used at checkout

  • Your tracking number, if available

This helps us locate your order and investigate delivery issues.

Damaged or Incorrect Orders

If your order arrives damaged, contains the wrong colour or product, or is missing an item, contact us as soon as reasonably possible.

Please include:

  • Your order number or other proof of purchase

  • A short description of the issue

  • Clear photographs of the product, where reasonably available

  • Photographs of the packaging or shipping label, where relevant

We’ll assess the issue and arrange an appropriate resolution in line with our Refund & Returns Policy and Australian Consumer Law.

A Quick Note From Moochi

We care about making sure your Moochi order arrives safely and as expected.

If something isn’t right, email buymoochi@gmail.com and we’ll do our best to help.