RETURNS & REFUNDS POLICY

Last Updated: February 2026

⚠️ Important — Please Read Before Purchasing

Our return policy differs significantly between our two product categories. Handmade / Artisan items are non-returnable by nature of being made-to-order. Standard collection items have a 30-day return window under specific conditions.

1. HANDMADE / ARTISAN COLLECTION — NO RETURNS

All items in our Handmade / Artisan Collection (including all products by Moka Torota such as custom hoodies, kigurumis, and handcrafted accessories) are:

  • Made-to-order — production begins after your payment is confirmed
  • Non-returnable and non-refundable — once production begins, we cannot accept returns or issue refunds for change of mind, sizing issues, or preference changes
  • Non-exchangeable — we do not offer exchanges on handmade items

📏 Size Carefully Before Ordering

Each product page includes a detailed size chart. Because handmade items cannot be returned for sizing reasons, we strongly encourage you to measure yourself carefully and consult our size guide before placing your order. When in doubt, contact us at [email protected] before purchasing.

Exceptions — Defective or Incorrect Handmade Items:

We will offer a replacement or store credit (at our discretion) if your handmade item arrives with a manufacturing defect or is materially different from what was ordered. To qualify:

  • Contact us within 7 days of delivery
  • Provide clear photos of the defect or discrepancy
  • Item must be unworn, unwashed, and in original condition

2. STANDARD COLLECTION — 30-DAY RETURNS

Items from our Standard Collection (kigurumis, accessories, ears, tails, gloves — not handmade) may be returned within 30 days of delivery under the following conditions:

Eligible for Return:

  • Item is unused, unworn, unwashed
  • Item is in original packaging with all tags attached
  • Return is initiated within 30 days of confirmed delivery
  • You have proof of purchase (order number or confirmation email)

NOT Eligible for Return:

  • Items that have been worn, washed, or altered
  • Items returned after 30 days
  • Items purchased during final sale or clearance events
  • Items where the original packaging has been discarded

Return Process:

  1. Email [email protected] with your order number and reason for return
  2. We will provide a Return Merchandise Authorization (RMA) number and return instructions
  3. Ship the item back at your expense using a trackable shipping method
  4. Once received and inspected, your refund will be processed within 5–10 business days

Refund Method:

Approved refunds are issued to the original payment method. Shipping costs are non-refundable. If the return is due to our error (wrong item, defective product), we will cover return shipping costs.

3. CANCELLATIONS

Standard Collection: Orders may be cancelled within 24 hours of placement for a full refund, provided they have not entered fulfillment.

Handmade Collection: Cancellations must be requested within 24 hours