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: shipping@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: Aramex 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 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.

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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 Paypal Checkout, just scroll down and click Pay with Debit or Credit Card, fill in your details, and you're all done! Your card will be charged immediately just like any other purchase. 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 and Aramex to ensure that no matter where you are in the world, you can have the chance to experience our products :)

    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 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 ‘DHL Express’ 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.

    However, please note that our personalised products take 10–15 days to process. If you would like to expedite the personalisation process as well, please send us your order number, personalisation 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. 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 take 10–15 days to process, but we may be 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: hello@mossery.co

    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.

    Do you accept unique personalisation requests?

    Depending on the request, we can occasionally fulfill unique personalisations. Drop us an email at: hello@mossery.co with your request and we’ll see what we can do :)

    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: careers@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 at: hello@mossery.co 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: hello@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.

    Here 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 :)