Mossery FAQs

1. Do you offer refunds and exchanges?

All orders are non-refundable and non-exchangeable once the order is confirmed.

Mossery also reserves the right to decline refund requests if the product has been used, opened, or in question. Please also note that personalized items cannot be cancelled, exchanged or refunded.

2. I opened my parcel and I didn’t find what I ordered/the products appear damaged.

Oh no! We're really sorry this happened. We intend to send out your order correctly but we do make mistakes sometimes.

If we sent you the wrong items or your items appear damaged, please send an email within 7 days after you have received your orders to hello@mossery.co with the following information:

• Your order number,
• Your full name and shipping address,
• Clear photos of all the product(s) received in the shipment, the packaging boxes it came in, and the shipping flyers with a visible view of the airway bill,
• A description of the damaged product(s)/the product(s) originally ordered, whichever applicable.

3. What is your returns and refunds policy?

Returns Due To Defect

For online purchases, please contact us by email at hello@mossery.co within 7 days after you receive your orders if you wish to return your item due to a defect or wrong item reason.

Please send an email to hello@mossery.co with the following information:

• Your order number,
• Your full name and shipping address,
• Clear photos of all the product(s) received in the shipment, the packaging boxes it came in, and the shipping flyers with a visible view of the airway bill,
• A description of the damaged product(s)/the product(s) originally ordered, whichever applicable.

As a note, Mossery will not be paying for any return postage costs so we recommend that you obtain a tracking number and insurance for your return shipment in case the package is lost or damaged in transit!

Please be aware that Mossery will not be accepting any return request made later than 7 days after you have received your order.

Return Address

Please send returns to:

Mossery Sdn Bhd
17, Jalan 51A/225A, Section 51A
PJCT Industrial Zone
46100 Petaling Jaya, Selangor
Malaysia

Refunds

For the approved returns, we will make sure to have it refunded by the original method of payment within 10 working days! Once processed, debit card/credit card refunds can take up to 5-10 working days to appear in your account.

4. May I amend or cancel my order?

Cancellation or amendment of your order is prohibited. Reducing or adding other items after your order is placed is also not allowed. We highly encourage you to double-check everything before placing your order and making payment!

5. Can I change the shipping address?

As we process our orders fast, changes in shipping details are not allowed after the order is confirmed.

In the event it really needs to be changed after the order is shipped out, there will be an additional charge of $15.00 USD per request as we will need to liaise with the courier service.

With that, we advise that you double-check all the shipping details before placing an order to avoid additional charges!

6. I have a different question about my order...

If we missed out on your question on our FAQs, please feel free to direct your questions and queries to hello@mossery.co, and a fellow Mosslet from our customer service team will be in touch as soon as possible!

Our operating hours are from Monday to Friday, 9AM - 6PM Malaysia Time (GMT +8 hours), excluding public holidays. Our customer service team typically responds within 1-2 business days. In a slight chance that we missed your email, kindly ping us one more time and we will reply to it shortly.

You can also contact us on live chat by clicking on the chat button on the bottom right-hand corner of our website for a quick back and forth!

*As we receive a high volume of messages and comments on our Instagram, we can only respond to order specific related queries via our official customer service channels. Thank you for your cooperation!

7. Can I get on your email list?

Sure! We will even welcome you with a promo code for 10% off your next purchase when you join us! Just scroll down to the footer below to sign up!

1. What payment methods do you accept?

We accept payment via credit card, debit card, and through Paypal! Please contact us at hello@mossery.co if you have trouble completing your purchase.

2. Why has my card been declined?

Usually, if the issuer of your payment card does not, for any reason, authorise payment, you will be notified of this immediately at checkout.

A common reason for orders to be declined is due to the billing address that may differ from the same address which your bank statements are sent to. Hence, please double-check on the addresses to avoid this issue!

Having said that, as all credit/debit cardholders are subject to validation checks and authorisation by the card issuer, please contact your card issuer for full details on why the payment was declined.

3. I signed up for 10% off my first order and can’t find my code!

If you have signed up for our newsletter, you will have received an email containing your unique 10% off code. Please check your inbox as well as junk/spam folders to locate it.

If the email can’t be found, there may be an issue with the email address you have entered. In that event, we would recommend you to sign up again using an alternative email address!

4. I forgot to use my discount code, what can I do?

We’re sorry to hear that! However, due to system limitations, we are unable to retrospectively apply your discount code to an order that has already been placed. In the future, please take extra care to ensure that both the discount code has been entered correctly and has been applied on your purchase!

5. Why can’t I use multiple discount codes?

We allow only one promotion or discount code to be applied at checkout. So if you were to use the 10% off discount code, you won’t be able to stack the “free shipping” discount code on top of it.

So do weigh out which code works best for your order! If you have any questions, feel free to contact us at hello@mossery.co

6. Currency Conversions

As all the prices listed on our site are in USD and charged in USD, the bank that has issued your card would determine the exact exchange rate during payment. However, in general, it will match very closely with the going exchange rate! Please use Google Converter to get an estimation of the approximate current exchange rate.

7. I was charged for the payment but my order didn't went through. What should I do?

Don't worry as we're here to assist you with it. Here's a step-by-step on what you can do;

1. Email us at hello@mossery.co with the payment and transaction proof
2. Please mention the payment method used and the email used for it
3. We will assist to check it in our system
4. If we don't receive the payment made, you may need to check in with your payment service/bank about it
5. In most cases, the amount will be refunded back to your account within 5-10 working day

1. Where do you deliver?

We ship our products from Kuala Lumpur, Malaysia! We’ve partnered with DHL, UPS, and FedEx (among other courier companies) to ensure that no matter where you are in the world, you can have the chance to experience the joy of receiving our products!

If you’re unable to place an order through our website, please feel free to reach out to us at hello@mossery.co. For shipment to Israel and Russia, please read more below:

• Shipping to Israel
  Unfortunately, we are unable to ship our products to Israel, as our company, based in Malaysia, does not have any business relationship with the country of Israel.
  However, you may input the shipping address of any friend/relative of yours in a different country! We will ship your order to that address and they can ship that package to you in Israel. Please take note that the shipping fee would depend on the country you’re shipping it to.

• Shipping to Russia
  

  Due to their updated shipping and custom laws, Russia no longer allows us to ship to private individuals and/or addresses. We can only process and ship your order to a university/company address. Hence, please ensure that the address that you provided is a public address and you will be able to receive your package!

2. How much to order for me to be entitled for free shipping?

3. Free Shipping Discount Code Disclaimer

For the rest of the world, this code only grants you free shipping for orders above $150 USD (not including shipping fee).

Feel free to read more about our free shipping promotions on the shipping information page! Please note that the minimum amount will vary depending on the country the package is being shipped to. Furthermore, the free shipping promotion will not cover additional charges due to custom duties or taxes. If charged, customers are liable for these charges.

*Please note that only one promotional/discount code can be applied in a single order.

4. What is the best way to save on shipping fees?

We hear you! We understand that saving on shipping fees can significantly reduce the cost so the best advice we can give you is to combine your order with your friends’ to reach 1kg in total. Based on the rate the courier companies charge us, this is where you could save the most so gather your friends!

5. How much does shipping cost and how long will it take?

As shipping costs and times vary according to the destination, we won’t be able to give you a set number. However, for an estimate of shipping times and rates, please check out our shipping information here!

6. What happens if my package is returned after it is shipped?

This usually happens because either you were;

• not at home
• not able to pick up the parcel from the collection centre

In the situation where the parcel is returned to us due to the above reasons, we will not issue a refund for your order. If you wish to have it delivered again, kindly take note that you will be charged for the shipping fee.

7. Do you offer express shipping? How long does it take and how much does it cost?

Yes, we got you covered! Please select the ‘Express’ or ‘Priority’ option at checkout if you wish to receive your products sooner. You can refer to our shipping information page here for more estimates depending on your location. However, please keep in mind that business days don’t include weekends or holidays!

Moreover, please note that our personalised products may take 3-5 working days to process. 

8. 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 the cost of customs fees and how they are applied. We understand that customs charges are not ideal so we apologize for any inconvenience that may have caused you.

As for how customs work, to ensure that the courier service can deliver your goods in the shortest possible time after entering your country or customs union, the courier service will pay for the customs authority on your behalf for any duties and taxes that are due on the goods. From there, they will then inform you of the charges. If charged, the customer is liable for all import duties, customs, and local sales taxes levied by the country where the order is being shipped to. Payment of these charges is necessary to release your order from customs on arrival. If you refuse a shipment from Mossery, the package will be abandoned and you will not be refunded.

Import duties and taxes are subjected to local rules and regulations. Besides that, we will declare all of the items at full price and alterations of the price are not allowed as it is part of the law.

Please also note that the free shipping promotion does not cover the additional charges from customs duties and taxes!

9. Can I track my order?

Yes! All orders placed on our online store 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. If you did not receive this email, please contact us via email and we will help you look into it!

10. It has been a week since I placed my order but I have not received the tracking number, what should I do?

Sometimes the email address you provided may be incorrect or it could be a technical error. So please reach out to us at hello@mossery.co with your order number and we will assist you!

1. I received my product, but it looks different to the image on the website.

Product Photograph:

As different screens display colours differently, please bear in mind that colours on actual Mossery products may vary slightly from the image you see on screen.

Product Illustration:

Certain product information might be displayed in graphic format for illustrative purposes only. We suggest that you contact us if you like to get more information!

2. Is it possible to expedite a personalised planner/sketchbook order?

Our personalised products may take 3-7 business days to process. However, we won’t be able to expedite your order due to the high volume of orders.

3. Where are Mossery products made?

We source the best materials we can find from all over the globe! In particular, from the United States, Italy, Japan, and Sweden. The final products are printed, manufactured, and assembled in Kuala Lumpur, Malaysia. All the papers used to make our products are also FSC certified, vegan, and cruelty-free.

4. 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!

5. 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 look into the possibilities :)

6. Do you offer gift wrapping services for your products?

You now have the option to gift wrap your order! As for now, we offer gift wrapping services for individual Mossery Medium books at $3.50 USD each. You can find the gift wrapping option in your shopping cart once you have added the items!

7. What's the difference between regular and light?

Our cover is available in regular and light sizes. Below are the details on what can be inserted inside the respective cover;

• Regular – Regular refill, full-year planner, Twinbook (2 light refills)
• Light – Light refill, half-year planner

8. Can the covers be used for both wirebound and threadbound refills?

Yes! Our covers can be used for both wirebound and threadbound refills. The only important factor you need to take note of is the size of the cover and refill.

9. Are your covers reusable?

Our covers are reusable! So once you've finished using the current refill (notebook/planner/sketchbook), you can purchase a new refill and insert it into your cover.

1. What are Mossery Rewards?

Here at Mossery, we are grateful to have a loyal community that constantly supports us and for that, we want to give back. For more information on Mossery Rewards, click here.

2. How do I earn Mossery Rewards points?

You can earn Moss Points for every dollar spent, on your birthday and by following us on Instagram! For more information on Mossery Rewards, click here.

3. How do I check for my point balance?

You can find the Mossery Rewards launcher (with a gift icon) on the bottom left side of any page. Once you’ve clicked on the launcher, all you need to do is sign in to your Mossery account and you should be able to see your points!

4. Do my past purchases contribute to my current Moss Point balance?

Accumulation of points only starts after you have signed up for Mossery Rewards. Purchase made prior will not be counted into your current Moss Point balance.

5. I signed up before my birthday but I did not get birthday points. How so?

Customers must sign up for Mossery Rewards and enter their birthday at least 30 days in advance to receive birthday points.

1. How can I collaborate with Mossery?

Thank you for expressing interest in working with us! We are excited to work with you too. Feel free to drop us an email at collaborations@mossery.co and introduce yourself!

2. How do I become partners with Mossery?

If you are interested in partnering with us, do send us and email at custom@mossery.co to share your vision. We can’t wait to hear from you!

1. Can I create customised stationery for my wedding, event, or company?

Of course! We are more than happy to assist in creating a special gift for that particular event. Feel free to email your request to custom@mossery.co and we’ll share some of the work we’ve made. Thank you for considering us to be a part of your story!

1. How do I sell Mossery products in my store?

We’re always on the lookout to spread our love for stationery worldwide! Please email us at wholesale@mossery.co and we can have a chat about it!