Exchange & Return Policy
All products sold are not refundable, exchangeable and returnable.
REPLACEMENT POLICY:
Due to perishable nature of our products, we do not accept returns. In the event that you are dissatisfied with your purchase, you must return to us the items as follows:
- Fresh Item: Not exchangeable and returnable
- Frozen Item: To return within 1 (one) working day from the date of delivery. Delivery costs to be borne by customer.
- Interstate return of Fresh & Frozen items will not be accepted to avoid damage of goods during transit.
- We reserve the right to limit returns and replacements, and we can only offer one replacement per customer.
CANCELLATION POLICY:
Please be informed, we may refund your money if we are unable to fulfil your orders before delivery. The amount of the item(s) cancelled will be refunded to your original payment method. This can take up to 7 business days to process the refund.
FAQ
Delivery
A delivery fee of RM25.00 will be imposed for all orders.
Delivery within the Klang Valley will take place 1-2 days of when the order is placed. For delivery of speciality air-flown & ready to eat platters, will be delivered on the next available date or pre-selected date upon checkout.Â
For outstation delivery, orders will be delivered on specific days only. Delivery schedule as follows:
Johor: N/A
Penang: N/A
Ipoh: N/A
Malacca: N/A
Certainly. We encourage self-pick up for orders from our outlet. For orders containing air flown items, we are open for collection from 12pm – 5.30pm on the air flown arrival date stated on your order confirmation. For ready stock items you may self-collect from 9am – 5.30pm daily.
For orders within the Klang Valley, you may specify a delivery time between 9am – 5pm. If there are any unforeseen delays in delivery, our team will get in touch to inform on the delay & new delivery time.
For changes in delivery details kindly get in touch with our team via Whatsapp (+6012 388 2527) within 24 hours prior to the delivery date. For fresh items, we are unable to process changes to delivery date due to the sensitivity of the product. Extra charges may apply for changes in delivery address.Â
We will try our best to accommodate any changes however if the order is in process, we are not able to make changes to the delivery.
Once our dispatch arrives, he/she will call the listed contact number from the order confirmation. If there is no answer; our sales team will then call to notify customer. If specified & agreed by the customer, packages will be left at the guard house and photo will be sent via Whatsapp upon drop off. For any reason both calls have been unanswered, the package will be returned back to our outlet for delivery to be arranged at a later time. Additional charges will apply. Kindly note that once the package has been left at the guard house, it is the customer’s sole responsibility to collect and store the goods to avoid spoilage/ damage.
Standard refrigerated perishables will stay fresh in the delivery boxes for up to 2 hours after delivery. However, we recommend that frozen items be places in the freezer immediately after delivery. For sensitive perishables such as sashimi grade seafood/ sea urchin – we recommend to keep in the refrigerator immediately.
If any item(s) are missing from your order, kindly whatsapp our hotline (+6012 388 2527) within 24 hours. Please provide your order number, name and item(s) that are missing for our team to investigate.
For any items that are not delivered/ unable to be delivered – a full refund will be made.
If there is any dissatisfaction with your purchase, please contact us via Whatsapp (+6012 388 2527) within 12 hours upon receiving the order and we will try our best to work with you to make it right. Depending on the refund claim, we will not be able to refund the shipping charges.
As much as we would like to accommodate customers’ requests to the best of our ability, kindly note that by proceeding to order from MOCHIYA, you hereby agree to all terms & conditions stated above. If you have any further queries about deliveries and our products that have not been answered, kindly drop us an email or get in touch via Whatsapp.
Our Products
All items that are safe to be consumed raw have been indicated on the item page itself. Items that are flash frozen and are sashimi grade and can be stored frozen for up to 2 months and still be able to be consumed raw.
Flash freezing is a process in which food is very quickly frozen at extremely cold temperatures. In commercial processing, foods are flash frozen so that as many nutrients are retained as possible. It is also to ensure the food is as fresh and flavourful as it can be. Sashimi grade fishes are flash frozen at -40◦C. The process kills any parasitic worms that fish are host to and doesn’t break down the original texture of the item.
For any specific item request, kindly get in touch with us through Whatsapp (+6012 388 2527) and we will try our best to fulfil your order.
Shopping with Mochiya
You may shop through our website or through Whatsapp & Instagram. Our retail outlet is also open for walk in purchases daily.
Address:
1, Jalan Selvadurai Ground Floor, Block G, Plaza Riverwalk, Jalan Ipoh, 51200 Kuala Lumpur
Opening Hours:
Monday – Sunday: 9am – 5.30pm
Public Holidays: 9am – 5.30pm
Mochiya uses Stripe as our trusted payment gateway. Stripe is a global online payment processor that is trusted by thousands of businesses across the globe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we make use of best-in-class security tool and practices to maintain a high level of security at Stripe. To learn more about Stripe’s security, visit https://stripe.com/docs/security/stripe
Loyalty
You may register your account here and you will automatically be entitled to members deals and can start to earn points when you shop.
For every RM5 spent = 1 Point. Collect 300 points to receive online store credit of RM10 that can be used to offset from your future purchase at any time. Points are accumulative and have no expiry date.
If you’ve used your points to offset an order, you will still earn points from that order. Delivery fees are not eligible for gaining points. For items purchased through other Mochiya platforms i.e. Whatsapp & Retail outlet you will not earn points from your purchase.
Points are non-refundable and non-exchangeable for cash, credits or vouchers.