Do you offer refunds and exchanges?
All orders are non-refundable and non-exchangeable.
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 and we will strive to fix it as soon as we can.
If we sent you the wrong items or your items appear damaged, please send an email to firstname.lastname@example.org with the following information:
- Your order number,
- Your full name and shipping address,
- Photos of the product(s) and the packaging boxes it came in,
- A description of the damage/the product(s) originally ordered, whichever applicable.
Please note that any form of product replacement will only be an option within the first 3 months of purchase.
Mossery will not be liable for any damage caused by our shipment service providers: DHL Express, FedEx, DHL eCommerce or PosLaju.
May I amend or cancel my order?
Currently, we do not allow for any amendments to be made once your order is placed. Please check our processing and shipping times before ordering if you believe you may need to amend or cancel your order.
I received my product, but it looks different to the image on the website.Product Photograph:
Please bear in mind that different screens display colours differently - colours on actual Mossery products may vary slightly from the image you see on screen.Product Illustration:
Certain product information might be displayed in a graphic format for illustration purposes only. We suggest that you contact us if you like to get more information.
What payment methods do you accept?
You may pay with your credit or debit card via a PayPal gateway. We also offer the option of bank transfer for customers based in Malaysia. Please reach out to us if you have trouble completing your purchase.Email us Message us on Facebook
I don't have a Paypal Account. Do I need to register for an account to pay for my purchases?
Nope! You can do a one-off payment via Paypal even though you don't have an account with them. After you've clicked into Paypal Checkout, just scroll down and click Pay with Debit or Credit Card, fill in your details, and there you go! Your card will be charged immediately just like any other purchase - it's really simple! ✨
If the image above comes out, please refresh the page until you see the image below instead as you will not be required to create a PayPal in this case.
I’m Malaysian. How do I make the payment once I’ve selected Bank Deposit?
You may opt to transfer the payment via
- a cash deposit machine at the bank, or better yet,
- online transfer i.e. M2U, Cimb Clicks etc.
For the above options, kindly put your order number (BXXXXX) as the recipient reference and email a photo/screenshot of the payment receipt to email@example.com for us to confirm your order. Failure to do so may cause a delay in the processing of your order.
In light of the rise in COVID-19 cases, the Malaysian Government has declared that the entire country will be on a Movement Control Order from 18th–31st March. We regret to inform that all orders received from 12:00am PST, 17th March will only be processed in the first week of April. In the case of an extension of the current Movement Control, we will provide an updated notice.
Where do you deliver?
We ship our products worldwide from Kuala Lumpur! We’ve partnered up with DHL and FedEx (among other courier companies) to ensure that no matter where you are in the world, you can have the chance to experience our products :)
*except to Israel & to private addresses in Russia (please see below)
Shipping to Israel
We are unable to ship our products to Israel due to the fact that our company, being based in Malaysia, does not have any business relationship with Israel. However, you may input the shipping address of any friend/relative of yours in a different country - we can ship your order to that address and they can go on to ship your parcel to you in Israel (do take note that the shipping fee would depend on the country you are shipping it to).
Shipping to Russia
The updated shipping and customs laws by Russia no longer allow us to ship to private individuals and/or addresses. We can only process and ship your order to a university/company address.
SHIPPING150 Discount Code Disclaimer
This code only grants you free shipping for orders above $150 USD (not including shipping fee).
How much does shipping cost and how long will it take?
Shipping costs and times vary according to the destination. For an estimate of shipping times and rates, please check out our shipping information here.
Do you offer express shipping? How long does it take and how much does it cost?
Yes! We’ve got you covered. Please select the ‘Express’ or 'Priority' option at checkout if you wish to receive your products sooner. Please refer to our shipping information page here for more estimates depending on your location.
Do I have to pay for customs?
As much as we try to minimise issues relating to customs and import taxes, we however, have no control over them. If charged, customers are liable for all import duties, customs, and local sales taxes levied by the country where the order is being shipped into. Payment of these charges is necessary to release your order from customs on arrival. Unfortunately, we are unable to advise on the levy amount as it varies on countries and regulations. We hope you understand!
Can I track my order?
Yes, orders within Malaysia, as well as international orders, can be tracked. Once we ship out your order, we will send you a confirmation email with your tracking link and tracking number to trace your parcel. You may also visit these websites to track your parcel:
Is it possible to expedite a personalised planner/sketchbook order?
Our personalised products may take 1-3 working days to process, but we are able to 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: firstname.lastname@example.org
Where are Mossery products made?
We source the best materials we can find from all over the globe, particularly from the USA, Italy and Sweden. The final products are printed, manufactured and assembled in Kuala Lumpur, Malaysia.
Can I find Mossery products in a store near me?
We hope so! Check out our list of stockists for more information. We recommend contacting the retailers in advance to ensure they have the Mossery product(s) you wish to purchase. If you wish to have Mossery products stocked in a store near you, kindly send us the store’s details and we will reach out to them!
Do you accept unique personalisation requests?
Depending on the request, we can occasionally fulfill unique personalisations. Drop us an email at: email@example.com with your request and we’ll look into the possibilities :)
Do you offer gift wrapping services for your products?
Each of our personalised planner notebooks come lovingly packaged in our unique gift boxes. Our pocket notebooks come enclosed in our gift sleeves.
I would like to work at Mossery!
Awesome! Thank you for your interest in working with us :) Please email us at: firstname.lastname@example.org with the following information and we’ll be in touch.
- Cover letter
- (If applicable) Portfolio
I’m a writer and I’d like to feature Mossery products on my news platform/website/blog.
Thank you for choosing to feature us, we’re so glad you like what you see! Please send us an email at: email@example.com and we’ll get back to you as soon as we can.
I’d like Mossery to create customised stationery for my wedding, event, or company.
That’s great! Thank you for considering us to be a part of your story. We would love to share our expertise and craftsmanship :) Please email your request to: firstname.lastname@example.org and we’ll share some of the work we’ve made.