Refund policy

Returning your order

If you’d like to return your order, please email help@momijihq.com before sending anything back.

Please don’t reject the delivery — this process is slow, increases the risk of loss or damage, and we’re unable to refund rejected parcels.

We never want Momiji dolls to be in a home where they’re not loved, so we’re always happy to welcome them back. Please return your dolls in their original packaging, along with the paperwork included in your parcel. We recommend keeping a copy or photo of the details for your records.

Change‑of‑mind returns (UK & EU statutory rights)

If you return your order within the 14‑day cooling‑off period, we’ll refund:

●     the cost of the dolls

●     the standard outbound delivery charge

Return postage is the customer’s responsibility unless the item is faulty.

If you chose an upgraded delivery service (e.g., express), we refund only the standard delivery rate.

Our 30‑day returns policy

We offer a 30‑day returns window as part of our own store policy.

For returns made after the statutory cooling‑off period, we refund the product cost only.

Outbound and return postage are not refundable unless the item is faulty.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with photos.

In these cases, we’ll refund:

●     the cost of the dolls

●     the outbound delivery charge

●     the return postage cost

Condition of returned items

All returned dolls must arrive unused and in resaleable condition.

Refunds are made to the original payment method.