FAQs
Where are MoeMoeKyun based?
MoeMoeKyun is a German based company, with our headquarters and entire team located in Berlin.
Where do we ship from?
We ship our soft plushies to you from our warehouses in Asia, allowing us to offer competitive prices as we source directly from the manufacturer. We assure you of the top-notch quality of our plushies, and you can expect them to be the softest and most delightful to touch!
What about taxes and duties?
All our product prices include taxes. While import fees are rare and we haven't had customers incur charges yet, in the unlikely event they occur, you are responsible for any local postage, handling, or customs fees.
For extremely large orders of 5-10 items or more, we advise dividing your order into smaller segments to potentially avoid these issues.
How long does delivery take?
Delivery to the USA and UK typically takes 7-15 days. 10-30 days for AUS and NZ and 7-20 days for Canada. Please note that this duration does not include processing time.
Can I return a defective product? And how do I do that?
If the package is defective, please contact us within 3 days of receipt! For other inquiries related to returns, please read this page Refund & Returns.
Is my payment secure?
Yes, it is!
Our website operates using a secure protocol (SSL certificate included). The acronym SSL stands for Secure Sockets Layer – a security protocol that establishes an encrypted connection between a web server and a web browser.
How can I receive information about new arrivals?
Sign up for our newsletter to stay in the loop! We get new stuff all the time and can't wait to share it with you!
Do the sizes listed in the description match the actual ones?
Yes, the sizes may differ by only 1-3 cm, depending on the properties of the material from which the product is made.
Money Back Guarantee
We appreciate your patience with potential delivery delays. If you're wondering about your package, please note that delivery typically takes 2-4 weeks. However, if 60 days have passed since your purchase and you haven't received your order, contact us for a refund, regardless of whether the item is still on its way.
Refunds are processed only after 60 days from purchase without the item arriving. For more details, please refer to our returns policy.
Can I cancel or change my order?
Sure!
You can change or cancel your order within 3 hours of placing it. Please read our Order Cancellation Policy.
How do i get a tracking number?
The tracking number will be automatically sent to your email once the package is handed over to the shipping company. You can check the delivery status at this page.
The product I want to buy is out of stock. Do you plan on restocking it?
It all depends on the item. Please contact us for details about specific item restocks.
