Terms & Conditions
Payments
We accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal. All transactions will be in Sterling.
Shipping
Please note - we aim to process all orders received by 2:00pm on the same day and dispatch the following, with the exception of the below.
*Please refer to the website for any scheduled bank holiday closures, linked below.
Important information for customers from outside of the UK (Except Northern Ireland):
Orders shipping to EU countries are currently subject to delays due to new Brexit regulations and custom clearance procedures.
Starting from 1 January 2021 the UK VAT amount will be deducted from all orders to all international orders. The final price during checkout will reflect the correct VAT rate for the destination country of your order.
Please note that customers outside of the UK may be required to pay import duties/local sales taxes; these are not included in the price of the goods you purchase and we cannot be responsible for the payment of these fees.
These rules vary by country and your local government determines duty and customs charges, so you should contact your local customs office for further information.
Should local import taxes and charges remain unpaid, causing the parcel to be returned to us, we will be entitled to deduct any cost incurred in recovering the parcel from any refundable amount. Also, please note that if the parcel cannot be returned to us due to unpaid local import charges and taxes, no refund will be issued.
Please note that we don't have visibility of custom costs.
Store Collection / Local Pick Up
Please note in addition to an order number and full name, we now require an original form of ID (Driving Licence, Passport or Foreign National ID card,) to collect any online orders subject to ‘Store Pick-Up.’
If you are collecting on the customer’s behalf, we still require an original form of ID (as above,) of the named customer who placed the order. If you are unable to bring the above, we can accept a form of ID that proves the person collecting, also resides at the delivery address.
We regret we cannot accept photos or photocopies of original documents. If the above is not presented at the time of collection, we will not be able to hand over the order.
Store collection orders must be picked up within 2 weeks.
Product description
We have made every effort to ensure product photographs, description and details listed on the site are accurate. However, slight differences in colour and texture may occur. Please note all measurements are approximate.
Online orders
Please note that items are not guaranteed in stock due to orders being filled from multiple locations. If we are unable to complete your order, you will be notified via email within 5 business days.
International orders
Customers are responsible for all duties and customs fees. Customs and import duties may be levied by your local government.
All additional customs and import duties are the responsibility of the person purchasing. This can range from 20% to 40% of the order value.
Issues with your order
Should your items be faulty or arrive damaged, or if you think we have made a mistake with you order (missing or wrong items) please inform our team within 24h of receipt of your order by emailing shop@momosanshop.com.
Please note that we are not able to accept returns on items that have been used: this includes items that got damaged during transportation or that have been sent to you by mistake. Therefore we recommend you always inspect the items received before use and report any issue to us within 24h of receipt of order, as products must always be returned to us in unused condition.
If you think your package got lost, please inform our team at shop@momosanshop.com and we will be happy to assist you. Although please note that we are not able to raise any claim with Royal Mail before 30 days from the order dispatch date.
Due to the ongoing impact of COVID-19, Royal Mail and carriers are currently experiencing delays and a reduction in service levels. Should your parcel be subject to some delays, we kindly ask you to be patient during these unprecedented times.
Stock levels
It is our priority to make sure our stock levels are always accurate on our online store. In the unlikely event you purchase an item that is out of stock or no longer available, we will get in touch as soon as possible with a new estimated lead time, to suggest an alternative product or to issue a refund for the unavailable items.