FAQ
How can I contact you?
You can email me at hellomochiplanz@gmail.com for any inquiries you may have.
You can reach me directly through WhatsApp messages
What products do you offer?
We offer a wide range of planner kits, tracker templates, and personalized pastel-colored ring binders. Check out our store to explore the full collection!
Can I personalize my order?
Yes! Our A5 pastel color ring binders can be personalized with your name or any word of your choice.
What sizes are your planners?
Most of our physical planners are A5 size, and templates are printed on A5-sized 160g high-quality cardboard paper.
Do you take custom orders?
We’d love to hear your ideas! If you have specific requests for custom products, contact us, and we’ll see what we can do.
Do you offer discounts or promotions?
Absolutely! Stay tuned to our website and follow us on social media for exclusive deals and special offers. Want to be the first to know about discounts? Subscribe to our email list to get updates straight to your inbox!
Do you ship worldwide?
Yes, we offer worldwide shipping, so no matter where you are, Mochi Planz can reach you!
Where do you ship from?
We ship all orders from our local working space in South Korea with love and care!
Can I cancel or modify my order?
Yes, you can cancel or modify your order within 2 hours of placing it.I process orders as fast as possible, so please request any changes/cancellations within 2 hours of ordering. Contact us at [hellomochiplanz@gmail.com] as soon as possible. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard), at checkout.
When will my order be processed?
I process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that I don't ship on weekends.
How long will it take to receive my order?
Orders may take between 5-14 days to arrive. Please note this does not include customs delays or processing times. Once a lot of people start ordering, shipping times will decrease as I will be able to use a better shipping plan with my carrier.
How can I track my order?
You can track your order easily by entering the tracking number provided in your shipping confirmation email on the Mochi Planz Tracking Page. This will give you real-time updates on your order’s delivery progress.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you can ask me for a full refund.
Will I be charged with customs and taxes?
Customs and taxes vary depending on your country’s regulations. Customers may be liable to pay for duties and taxes once the order arrives at its final destination. Import taxes, duties, and related customs fees are determined by your local customs office.
Payment of these charges is your responsibility and will not be covered by us. Additionally, we are not responsible for delays caused by the customs department in your country. For further details about potential charges, we recommend contacting your local customs office directly.
How do I return an item?
We accept returns for damaged or defective products within 14 days of delivery. To initiate a return, please contact us at [hellomochiplanz@gmail.com] with your order number and clear photos of the issue.
Please note that personalized products, such as A5 ring binders customized with your name or a custom word, are non-returnable and non-refundable.
What if the item(s) I received are defective/incorrect/damaged?
Please contact me if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.