FAQs

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, 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: hello@mossery.co with the following information:

  • Your order number,
  • Your full name and shipping address,
  • A photo of the product(s),
  • A description of the damage/the product(s) originally ordered, whichever applicable.

Once we have approved your return request, please send your items to the following address:

Mossery Sdn Bhd
81 Jalan Terasek 7
Bangsar Baru
59100 Kuala Lumpur
Malaysia

Please use a postal service with a parcel tracking option, and send us an email with the tracking number of the parcel once you have posted it to us. We will reimburse all shipping costs. Please allow 1-4 weeks for your refund or exchange to be processed.

Please note that Mossery will not be liable for any damage caused by our shipment service providers: DHL Express, DHL Global Mail or PosLaju.

May I amend or cancel my order?

We can only amend or cancel orders within 24 hours from when 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 colors differently - colors 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 bank transfer for customers based in Malaysia. Please reach out to us if you have trouble completing your purchase.

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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 voila! Your card will be charged immediately just like any other purchase, it's really simple! If you're worried about currency exchange, Paypal automatically charges you with the most updated rates, so it's perfectly accurate!

Where do you deliver?

We ship our products worldwide from Kuala Lumpur! We’ve partnered up with DHL to ensure that every person on this planet would have the chance to experience our work.

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 costs please check out our shipping rates

Do you offer an express shipping service? How long does it take and how much does it cost?

Yes! We’re glad you want your Mossery products that little bit sooner. :-) Please select the ‘DHL Express’ option at checkout if you wish to receive your products quickly. Please check our estimates - shipping rates and times?

However, please note that our personalized products takes 1–2 weeks to make. If you would like to expedite the personalization process as well, please drop us an email with your personalization request and the date you would need the planner by to: hello@mossery.co

Can I track my order?

Yes, orders within Malaysia as well as international orders can be tracked. Check out our parcel tracking page: DHL Global Mail Tracking Portal PosLaju Tracking Portal

Is it possible to expedite a personalized planner order?

The personalization process typically takes 1-2 weeks, but we may be able to personalize your order faster, depending on the time of year. Please send us an email with your personalization request and the date you would need the planner by to: hello@mossery.co and we will see what we can do.

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 product 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.

Do you accept unique personalization requests?

Depending on the request, we can occasionally fulfill unique personalizations. Send an email to: hello@mossery.co with your requirements and we’ll see what we can do. :)

Do you offer gift wrap for your products?

Each of our personalized planner notebooks come enclosed in our unique gift box. Our pocket notebooks come enclosed in our gift sleeve.

I would like to work at Mossery!

Awesome! Thank you for your interest in working with us. :-) Please email us: hello@mossery.co with the following information and we’ll be in touch!:

  • Covering letter
  • Resumé
  • (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: press@mossery.co and we’ll take it from there. :-)

I’d like Mossery to create customized 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: custom@mossery.co and we’ll share some of the work we’ve made.

I’m a retailer and I wish to sell Mossery products in my store

At Mossery we are always on the lookout to help businesses add a little more fun to their brand. Please email your partnership request to: wholesale@mossery.co and we’ll be in touch. :-)