Frequently Asked Questions

Products and Orders

  • All pieces of Moffin is handcrafted and speicially made for you. Once you've made your order, we need to craft the item carefully for you, which might result in a slightly longer processing time.

  • Materials used for individual items are shown on the product page. For more information, please refer to our materials.

  • We do not encourage to wear jewelry during the activities. Many jewelry materials are sensitive to chemical and so ours does. Material in contact with chemical substance (e.g. soap, perfume) and sweats will result in tarnishing or discoloration.

    Proper care is essential for sustain jewelry items. For more care tips, please visit care guide.

  • Jewelry care tips are presented in Jewelry Tips.

    We also provide a zero-alcohol cleaning cloth that can be used on any type of jewelry. This cloth effectively cleans the surface of the jewelry without harming the beauty of pearls, glass beads and natural stones.

  • Yes, we provide personalized Moffin jewelry pouch for every jewelry item. Each piece of jewelry comes with its pouch to allow for separate storage and prevent friction that can damage the jewelry.

  • Any personal and payment information you provide is encrypted to safeguard your security. We are committed to not sharing or disclosing customer information with any third party or marketing firm. The actual processing of any online credit/debit card payments is done directly with the secure payment gateway STRIPE, which does not share such data with us. For more information, please visit privacy policy.

  • Only a single promo code is valid for each transaction. If you encounter any difficulties with your promo code, please contact our Customer Care Team at hola@moffinofficial.com, who will be able to provide assistance.

  • The images and descriptions on the website may not be exactly precise, as they can be influenced by differences in lighting, color, and size.

Shipping

  • As Moffin is a one-person in-charge studio, please allow a processing time of 3 -10 working days for your shipment.

    Kindly note that all the orders will only be processed from Monday to Friday, weekends and Malaysia Public Holidays will not be included.

  • Shipping is free for in West Malaysia with no minimum amount required.

    For the rest of the region, the delivery cost will be as follows.

    • East Malaysia: MYR 12

    • Singapore: MYR 22 (by Aramex)

    • Taiwan: MYR 50

    • Brunei, China, Hong Kong, Indonesia, Macau, Thailand, Vietnam: MYR 105

    • Rest of the countries: MYR 148

    ✿ For the country of China, We have alternative payment method (via Alipay) and shipping option that is around RM30-40. Please contact us on Instagram to know more about the detail.

    Please inform us (via Instagram: @moffinofficial) if your country is not listed for shipping at the checkout. We will try to arrange an alternative shipping solution.

    Please note that our shipping cost does not include any custom tax that may be charged in your respective countries. Customers will be responsible for any custom charges (if any).

  • Yes! We offer free shipping to all available countries for orders above a certain amount.

    • West Malaysia: free for all orders

    • East Malaysia: free shipping over MYR 168 (CODE: FSMALAYSIA)

    • Singapore: free shipping over MYR 208 (CODE: FSSIN)

    • Taiwan: free shipping over MYR 488 (CODE: FSTW)

    • Brunei, China, Hong Kong, Indonesia, Macau, Thailand, Vietnam: free shipping over MYR 888 (CODE: FSASIA)

    • Rest of the countries: free shipping over MYR 988 (CODE: FSALL)

    At checkout, use the free shipping code: select the 'free shipping' option, and apply the code to enjoy free shipping.

    Please inform us (via holamoffin@gmail.com) if your country is not listed for shipping at the checkout. We will try to arrange an alternative shipping solution.

  • Deliveries to Malaysia and Singapore are expected to take 2 to 5 working days. However, please be noted that the time will take longer during busy period.

    For other international shipping, we are shipping through DHL express. It may take 4 to 6 working days.

  • Tracking number will be sent to your email after the order has been shipped.

    If you haven't received the tracking number for your purchase, please send an email to halomoffin@gmail.com along with your order number.

  • If you wish for your order to be sent elsewhere, kindly email us, holamoffin@gmail.com, as soon as your order has been placed, and we will make the necessary adjustments.

    We are unable to make changes to your address once the order has been shipped and no refund will be provided if the address is deemed wrong/invalid by the courier company during delivery.

  • Certainly, we can assist with this if your initial order has not yet been shipped. Please send an email to holamoffin@gmail.com with the order IDs for both orders, and we will make the necessary arrangements.

  • Recipients are responsible for any subsequent costs incurred for parcels returned to our warehouse due to attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery centres. Standard shipping fees will be incurred for all parcels re-sent from our warehouse.

    Please ensure that your delivery address and mobile number are accurate, to ensure your gorgeous goodies get to you as quickly as possible!

Exchange & Returns

  • If you want to exchange a bracelet or necklace for a different size, please e-mail holamoffin@gmail.com for an exchange form.

    - You can exchange for another size within 7 days of delivery.

    - The product must be in new and unused condition and in the original packaging.

    - Please note that we do not cover the shipping cost and additional material costs for exchange orders. All costs incurred will be calculated after an exchange form has been submitted, and the exchange request will be processed after the payment.

    - Please allow up to 10 working days to ship your exchange request upon the item delivered date.

    - To avoid any Customs charges please clearly mark the package 'RETURNED GOODS'.

  • Due to the unique and often one-of-a-kind nature of our materials, all items are final sale.  Due to our made-to-order approach, we do not accept returns.

    However, we provide 90-day warrenty for jewelry. We are happy to repair most manufacturing defects. Please e-mail to holamoffin@gmail.com with an image of your damaged jewelry to discuss possible options.

    Please follow our care guide for a long lasting jewelry.

    - Manufacturing faults DO NOT include: scratched, cracked or broken pearl, shells or gemstones; general wear and tear including items that have been bent out of shape, twisted and snapped, oxidized or on which the plating is fading; and any modification to your product done by a third party outside of Moffin.

    - We offer free replacement services for broken clasps. Material such as pearl, gemstone and beads must be returned to claim the warrenty. If not, fees might be charged based on the material needed. Please note that material also subject to its availability in stock, or aditional timeframe is needed to place the material order.

    - We reserve the right to refuse the repair request if in our opinion that the pieces have been altered by another jeweler.

    PLEASE NOTE:

    If you are shipping a faulty item, a refund will be given upon inspection of the item and outgoing postage will be refunded. If you are returning an item for refund or repair, the item MUST be returned in either the original packaging or in a hard case to prevent crushing whilst in the post. Items that are incorrectly packaged and subsequently crushed in postage cannot be replaced. Items that have clearly been worn and damaged either deliberately or by accident are not considered faulty and will not be accepted.