Shipping & Returns

Thank you for shopping with Mocha the Cat! Every order is carefully packed by hand in my studio in Oslo, Norway.

Please read the information below before placing your order.

Order Processing

Orders are normally processed and packed within 1–3 business days.

During busier periods, especially October–December, processing may take up to 5 business days.

Processing time is separate from the estimated delivery time. Weekends and Norwegian public holidays are not included as business days.

Once your order has been shipped, you will receive a shipping confirmation by email.

Shipping

Orders are shipped from Oslo, Norway using Posten Norge (Norway Post).

I currently ship to most countries worldwide, subject to the shipping destinations available at checkout. We remain the rights to cancel orders to the countries we don't ship to. 

🇪🇺European Union

Shipping to EU countries is temporarily unavailable.

This is due to recent changes affecting shipments from outside the EU, including new €3 custom charge and packaging/compliance (PPWR) requirements.

Delivery Times

Estimated delivery time for most international orders is approximately:

1–2 weeks after dispatch

Please note that this is an estimate rather than a guaranteed delivery date.

International orders can occasionally take longer because of customs processing, postal delays, holidays, severe weather, or other circumstances outside my control.

Processing time is not included in the delivery estimate.

Tracking

Standard orders are currently sent using untracked shipping with Posten Norge unless otherwise stated at checkout.

Because standard shipping does not include tracking, I am unfortunately unable to see the location of the parcel once it has been handed over to the postal service.

Please double-check that your shipping address is complete and correct before placing your order.

Customs, Import Taxes & Fees

International customers are responsible for any customs duties, import taxes, VAT, handling fees, or other charges that may be applied by the destination country.

🇺🇸US Customers

For orders shipped to the United States, all applicable import duties and taxes are paid by us in advance. You should not need to pay any additional import charges or take any action when your package arrives.

These charges are determined by local authorities and are not included in the product or shipping price unless explicitly stated at checkout.

Customs processing may also cause additional delivery delays.

Incorrect Shipping Addresses

Please make sure your shipping address is correct when placing your order.

If you notice an error, please contact me as soon as possible. I will be happy to update the address if the order has not yet been shipped.

Once an order has been dispatched, I cannot guarantee that the address can be changed or that the parcel can be recovered.

Orders returned because of an incorrect or incomplete address may require additional shipping costs if you would like the order to be sent again.

Uncollected Packages

If your parcel is delivered to a collection point, it is your responsibility to collect it within the time specified by the postal carrier.

Packages that are not collected within the collection period may automatically be returned to me.

If an uncollected package is returned, any actual shipping, return shipping, or handling costs incurred as a result of the uncollected parcel may be deducted from your refund.

If you would like the order to be shipped again, additional shipping charges may apply.

Please note that simply leaving a package uncollected is not the same as notifying me that you would like to exercise your right of withdrawal.

Returns

I hope you love your order, but if you change your mind, you may request a return within 14 days of receiving your order.

Please contact me within the 14-day period before sending anything back.

After notifying me of your return, the item should be returned without unnecessary delay and within the applicable return period.

To be eligible for a full refund, returned items should be:

• Unused

• In their original condition

• Returned with their original packaging where applicable

You are welcome to carefully inspect the item as you normally would when purchasing something in a physical shop. However, you may be responsible for any loss in value caused by handling the product beyond what is reasonably necessary to inspect it.

Return Shipping

The buyer is responsible for return postage costs.

I strongly recommend using a reliable postal service and keeping proof of postage until your refund has been completed.

Return parcels remain the customer's responsibility until they reach me.

Original shipping charges and return shipping costs are handled in accordance with applicable consumer law.

Refunds

Once your return has been received and inspected, I will process your refund using the original payment method.

Please allow some additional time for your bank or payment provider to process the refund.

If an item has been returned in a condition that has reduced its value because of handling beyond what is reasonably necessary to inspect it, an appropriate deduction may be made from the refund.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us as soon as possible and include:

• Your order number

• A description of the issue

• Clear photographs of the item and packaging

We will do my best to resolve the problem.

Please do not return damaged or incorrect items before contacting us.

Delayed Orders

International postal delays occasionally happen, especially during peak holiday periods.

If your order has not arrived within the normal estimated delivery period, please allow some additional days for customs and local postal delays.

Since standard shipping is untracked, I cannot access tracking information for these shipments once they have been dispatched.

Questions?

If you have any questions about shipping, delivery, or returns, please contact me before placing your order or use the contact form on the website or send us an email hello@moonariesillo.com .

We are always happy to help!