Frequently Asked Questions
Shipping
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Where do you ship from/to?
All orders are shipped from Sydney, New South Wales. We ship everywhere within Australia and New Zealand.
How much does shipping cost?
We offer flat rates for standard and express shipping within Australia, and a flat rate for standard shipping to New Zealand. Please see the following rates below:
Australia:
Standard: $7.95
Express: $12.95
New Zealand:
Standard: $15.95
What shipping carrier do you use?
All orders are sent via Australia Post.
I'm not based in Australia or New Zealand, but you've got something I reaaally want. Can you ship to me?
Yes we can! Just send us a message with the product/s you're after as well as your country, city and/or postcode and we'll organise a custom shipping quote for you.
Custom quotes are obligation free, so if for any reason you decide you don't want to go ahead with your enquiry prior to shipping it's not a problem.
Products
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There's a brand I really like that you don't currently stock. Can you add it to your catalogue?
We'd love to! If there's a particular product line or brand that you think would be a good fit at Momohana, send us a message with your suggestion and we'll see what we can do.
Do you price match?
Yes we do! If you find the same product cheaper at another Australian-based retail store or website*, we'll match it.
*Excludes marketplace websites such as Amazon and Ebay.
Returns + exchanges
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What is your returns/exchanges policy?
We're happy to offer returns and exchanges for change of mind purchases within 14 days of receiving your package. Any items you wish to return or exchange must be unused/in saleable condition. We may ask for photos of the products before initiating the returns/exchange process.
If you'd like to exchange rather than return, but aren't sure what you'd like (or want to wait for new product releases), we're happy to issue you a Momohana gift card instead for the value of the returned items + shipping. Gift cards don't expire.
Please note that so long as you initiate the returns/exchange process before the 14 days are up, your request is still valid even if it isn't finalised until after the cut off date.
How do I initiate a return/exchange?
Simply contact us within 14 days of receiving your package and let us know your order number and what you'd like to return or exchange.
Once we verify that the product(s) are fit to be sent back, we'll organise the return/exchange from our end and provide you with an Australia Post shipping label. All you need to do is drop the package into your local post office.
How do I package any items I'm sending back?
You're welcome to reuse the mailer box your products arrived in, alongside the Momohana mailer bag or a fresh one from your local post office. We recommend the mailer box/mailer bag duo to keep the products secure and to prevent any potential water damage during transit.
Reusing our packaging is not required, but please note that you'll otherwise be responsible for ensuring the products you're returning are packaged securely and reach us safely. If items are returned damaged and it's clear that they weren't packaged properly, this may affect the exchange process.
Do you cover the cost of shipping products back to Momohana?
Yes we do. Once your return/exchange is processed on our end, we'll provide you with a prepaid Australia Post shipping label which you'll need to attach to your package. You can print and attach the label at home, or have the post office print it for you by showing them the QR code on the label.
Please note that while we cover the cost of shipping, we don't cover the cost of any additional packaging you may need to purchase in the case you're unable to use the original Momohana packaging.