Q: Is account registration free?

A: Yes, registering an account on our site is completely free. You only need to provide your email address and create a password to start using it immediately.

Q: What are the benefits of creating an account?

A: Creating an account makes your future shopping much smoother.
・Automatic filling of shipping information
・Access to order history
・Saving favorite products
With an account, you can enjoy a more convenient shopping experience.

Q: Can I make a purchase without an account?

A: Yes, you can purchase as a guest. However, checkout may take a little longer compared to users with an account.

Q: How long does it take to ship after placing an order?

A: Products are usually procured, and shipping arrangements start within 3–5 business days after the order is placed. Depending on procurement conditions, it may take up to 1–2 weeks for the shipment to be dispatched.

Q: What happens if a product is out of stock?

A: If a product is out of stock or unavailable for procurement, we will notify you and cancel your order.

Q: What if the product condition is unsatisfactory?

A: If the product condition does not meet our standards, the order will be canceled, and any payment authorization will be released. You will not be charged.

Q: How do you ensure the authenticity of the products?

A: All products are sourced from trusted, authorized wholesalers. We also carefully inspect every item before shipping. For certain brands, we support RFID / QR‑tag verification to confirm authenticity.

Q: Is momochani a legitimate business?

A: Yes — momochani operates legally, sourcing directly from authorized distributors. Our business model is based on transparency and reliability, and we have implemented verification processes to help ensure product authenticity.

Q: Can I request products that aren’t listed on your site?

A: Absolutely. If you have an item in mind that’s not currently on our website, please reach out. We can check with our suppliers and try to procure it for you.

Q: Do you ship worldwide?

A: Yes! We ship worldwide via UPS, making sure your order arrives fast and safely, no matter where you are.

Q: How long does it take to process my order?

A: All orders are processed within 2–3 business days after your payment is confirmed.

Q: What shipping options do you offer and how much do they cost?

A: We have two UPS options:

・UPS Standard (4–7 business days)
Spain: €15
Within the EU: €25

・UPS Express (2–4 business days)
Spain: €25
Within the EU: €45
Outside the EU: €60

Orders to regions outside Europe are shipped exclusively with UPS Express.

Q: Can delivery times vary?

A: Yes, delivery times may vary slightly depending on your location and customs procedures.

Q: Are taxes or duties included in the prices?

A:
• For deliveries within the EU: The displayed price includes VAT (IVA).

• For deliveries outside the EU: We ship under DDP (Delivered Duty Paid), meaning no additional charges are required upon delivery. You can shop with complete confidence.

Q: Can I track my order?

A: Absolutely! Once your order is shipped, we’ll send you a tracking number by email so you can follow your package in real time.

Q: What payment methods can I use?

A: We accept multiple secure payment methods, including credit cards (Visa, MasterCard, AMEX, etc.), PayPal, and bank transfers. You can choose the method that works best for you at checkout.

Q: Is payment processed immediately?

A: Yes. When you complete your order, the payment is authorized instantly. The actual charge occurs once your order is ready for shipment.

Q: Are there any additional fees for payment?

A: No. Standard payment processing does not incur extra fees. However, bank transfers may be subject to fees charged by your bank.

Q: What happens if my payment fails?

A: If your payment fails (e.g., due to a card issue), an error message will appear during checkout. You can try another payment method or contact our customer support for assistance.

Q: Can I pay by invoice as a business customer?

A: Yes. Eligible business customers can pay by invoice. Please provide your company details via email, and we’ll guide you through the setup.

Q: Is it safe to save my payment information on the site?

A: Yes. Our site uses SSL encryption and trusted payment gateways. Your payment information is securely managed and is never stored in plain text on our servers.

Q: How do you respond to inquiries?

A: Just send us an email! We’ll do our best to get back to you as quickly as possible with answers to your questions or requests.

Q: What are your customer support hours?

A: Our support team is available on weekdays. Reach out to us anytime during the week, and we’ll reply within 24 hours.