FAQs

What is the estimated delivery time for my order?

We aim to process your order within 3-7 business days and deliver your order within 2-3 weeks. Please note that delays can occur due to customs and delivery times can vary depending on the country the package will be sent to. To prevent any packages from being returned, please ensure the shipping address is complete and accurate at checkout.

Can I modify or cancel my order after placing it?

We strive to process orders promptly for quick shipping. If you need assistance to edit or cancel your order, please contact our customer service team immediately and we will do our best to accommodate your request within the limitations of our order processing system. It can be possible to edit or cancel your order within 24-48 hours of placing it; however, once the order has been fulfilled and shipped, we are unable to process any edits or cancellations. We thank you for your understanding.

How can I track my order?

You can expect to receive a shipment confirmation email that includes the tracking number within a week of placing your order. For large orders or specific items, it may take a bit longer. Please be aware that the tracking information may sort to spam. You can track your order directly on our website, which can be found here: Track Your Order. If you encounter difficulties with the tracking information, feel free to contact our customer service team for assistance: support@hoshimoshi.com

 

What is your return/exchange policy?

You can return your item for an exchange, refund, or store credit within 14 days from the date the package was delivered to you. The item must be in its original condition: unused and unwashed, has the original packaging and tags attached, without any odors or scents. Please note there is a $4.95 USD processing fee that applies to all refunds. The customer is responsible to cover any shipping expenses, meaning we do not provide return labels unless the item is defective. You can refer to our policy here: Return Policy. 

Are there any shipping fees?

There is a $5.95 USD shipping fee for any orders under $150 USD. We provide free worldwide shipping for orders above this amount. 

Do you ship internationally?

Yes! We ship internationally. 

 

Who is responsible for customs fees? What happens if my international shipment is undeliverable?

Customs fees incurred during international shipping are the buyer's responsibility. The buyer is liable for any shipping or return fees if the shipment is denied or undeliverable due to refusal to pay VAT/customs fees. We will reship orders returned to us if they are undeliverable to the correct address. 

How do I determine the right size for me?

Every product comes with an attached size chart. If you encounter difficulty choosing the right size, feel free to contact our customer service team for assistance.

What payment methods do you accept?

We accept the following payment methods: credit cards (Visa, MasterCard, American Express, Discover), credit card payments, PayPal, Apple Pay, Venmo, and much more.

Is it safe to use my credit card on your website?

Yes! We employ industry-standard encryption protocols to safeguard your credit card information during the checkout process and ensure that all transactions are secure. 

 

Do you restock items that are sold out?

We regularly assess demand for our products and restock our popular items. However, availability can vary. To stay updated about restocks, you can sign up for email & SMS notifications and follow our social media channels. Feel free to reach out to our customer service team for more information on specific products you are interested in!

How can I contact customer support?

We’re here to assist you! You can reach out to our customer service team through this email: support@hoshimoshi.com

For more details regarding our business hours, please refer to our Contact Us page.

How do I care for the clothing items I purchase?

To ensure the longevity and quality of your clothing items, we recommend checking the care instructions on the garment’s label. We generally advise washing in cold water, using a gentle cycle, and avoiding harsh chemicals. 

Do you have a physical store location?

At the moment, we operate exclusively as an online store, allowing us to reach customers globally. While we do not have a physical storefront, we are committed to providing a seamless and enjoyable shopping experience online.