Return & Refund Policy

All Sales Are Final

We do not accept returns or exchanges for reasons such as a change of mind or ordering the wrong item. As we ship internationally, return shipping can sometimes cost more than the original delivery itself, so we are unable to offer a standard return service.

However, if your order arrives damaged, incorrect, or with a product quality issue, please contact us at support@momosworkshop.com. Our support team will review the issue and help arrange an appropriate solution.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, you receive the wrong item, or there is a product quality issue, please contact us within 14 days of delivery.

Please use "Damaged / Incorrect Item – Order #[your order number]" as the subject line and include:
• Your name and order number
• A photo showing your full order
• Clear photos or videos showing the affected item(s)
• A brief description of the issue

Once the issue has been confirmed, we will make every effort to arrange a free replacement if the item is still in stock. If the item is out of stock, we will issue a refund. You will not be charged any additional shipping fees for an approved replacement. Thank you for your understanding.

Minor cosmetic damage to the outer packaging that does not affect the condition, safety, or use of the product is not eligible for a replacement or refund.

Orders Lost in Transit

If your tracking has not updated for an extended period or your order has not arrived within the expected delivery window, please contact us at support@momosworkshop.com. We will contact the shipping carrier and open an investigation on your behalf.

International shipping investigations typically take 15–30 business days, depending on the responsiveness and cooperation of the local carrier. Any replacement or refund will be arranged after the carrier completes its investigation and confirms the status of the package.

Orders Marked as Delivered but Not Received

If your tracking shows that your order has been delivered but you cannot locate it, please first check around the delivery location and ask members of your household, neighbors, building reception, or mailroom.

If the package is still missing, please contact us at support@momosworkshop.com with your order number. We will request delivery details or proof of delivery from the carrier and assist with the investigation.

Momo’s Workshop cannot be held responsible for packages that have been confirmed as correctly delivered and are subsequently lost or stolen. If you believe your package was stolen after delivery, we recommend contacting the carrier and your local authorities.

Customs Clearance, Duties, and Taxes

International orders may be subject to customs inspections, import duties, taxes, or other fees imposed by the destination country or region. Unless otherwise stated at checkout, these charges are the responsibility of the recipient and are not included in the order total or shipping fee.

If a package is held by customs, the recipient is responsible for completing the required customs clearance, providing any requested personal or tax information, and paying the applicable fees. Please check your email regularly for notices from the local carrier or customs authority, as delays in responding may affect delivery.
Customs inspections may extend the delivery time. The length of the delay depends on the processing time and requirements of the local customs authority.

Momo’s Workshop will actively cooperate and provide any available order or shipping documents required for customs clearance. However, customs decisions are made by the authorities in the destination country or region, so we cannot guarantee the clearance outcome or delivery timeline.

Momo’s Workshop is not responsible for customs delays or for packages that are returned, abandoned, or withheld because the recipient did not provide the required information or pay the applicable duties, taxes, or fees. Such orders are not eligible for a replacement or refund.

Need More Help?

If you have any questions, please contact us at support@momosworkshop.com. We typically respond within 72 hours, although response times may be longer during peak periods and holidays. If you have not received a reply, please check your spam or junk folder.