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 standard taxes. However, please keep in mind that any cross-border customs duties or import taxes that may arise upon delivery are the responsibility of the recipient. Import fees are very rare, and most of our customers don't encounter any extra charges.
To keep things simple, for large orders of 5-10 items or more, we recommend dividing them into smaller segments to help avoid potential customs inquiries.
How long does delivery take?
Delivery to the USA and UK typically takes
5-10 business days, 7-20 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 7 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. While delivery typically takes 1-3 weeks, international shipping can sometimes be unpredictable. If your package hasn't arrived within 30 days, please reach out to us! We will personally look into the status of your shipment and work with you to ensure a resolution.
Can I cancel or change my order?
Of course!
We are happy to help you change or cancel your order as long as it hasn't entered the processing stage yet. Since we aim to ship your new friends as quickly as possible, please reach out to us right away if you need to make a change! For more details, you can check 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.
