Terms & Conditions

 

1. Order, Cancellation & Amendment Policy

1.1 Once an order is confirmed, cancellation, refund or transfer will not be accepted.

1.2 To request an amendment on pickup/ delivery date, you must contact us via WhatsApp (+852 9431 5388) at least 48 hours before the scheduled pickup/delivery time. Requests made within 48 hours cannot be accommodated. Each order is limited to one amendment only.

1.3 Amendments are subject to product availability. Some items may not be available on specific dates or at certain locations. The Shop reserves the right of final decision.

1.4 Customers must present the order confirmation upon pickup for verification.

1.5 Customers are responsible for ensuring all order details (including date, time, product, quantity, pickup location, and delivery address) are accurate. The Shop will not be liable for any issues arising from incorrect information provided.

 

2. Pick-up Arrangements
2.1 Pick-up locations are limited to: Lai Chi Kok Studio, Admiralty Pop-up Store, and K11 Art Mall Pop-up Store (selected items only).
2.2 For hygiene reasons, no collection or handover will be arranged outside the above designated locations.
2.3 The pick-up location cannot be changed once the order is confirmed.
2.4 All orders must be collected within business hours. Late collection will not be accommodated.
2.5 Once the product has been successfully handed over (including self-pickup or third-party collection), responsibility for the item transfers to the customer.
2.6 If authorizing a third party to collect on your behalf, the authorized person must:
i. Present the order confirmation or provide the customer’s identifying information;
ii. Check the product at the store before leaving;
iii. Ensure that subsequent transportation is completed within 60 minutes.
2.7 Due to manpower limitations, MOSHIMOCHI is unable to arrange or coordinate with third-party logistics companies or assist in handovers with external couriers.
 
3. Delivery Service
For full delivery terms, please refer to:
https://moshimochi.shoplineapp.com/about/delivery-policy?locale=zh-hant
 
4. Food Safety and Product Quality
4.1 All products are perishable. Cakes must be stored at 0–4°C; Daifukookies must be kept frozen at –20°C; and all other items should be stored according to the instructions on the packaging. Products should be returned to the refrigerator or freezer within 60 minutes after collection.
4.2 MOSHIMOCHI is not responsible for melting, deformation, or quality deterioration caused by improper storage, handling, transportation, or exposure to heat.
4.3 As all products are handcrafted, minor variations in appearance — including colour, decoration placement, and uniformity — are normal and do not affect product quality.
4.4 Product photos are for reference only; the actual appearance may vary. All items are subject to the final physical product.
4.5 Unless otherwise stated, products are best consumed within 24 hours of collection.
 
5. Allergen Information
5.1 Our facility handles nuts, gluten, eggs, dairy, soy, and other common allergens.
5.2 Customers with food allergies are advised to contact us before placing an order.
 
6. Adverse Weather Arrangements
6.1 If Typhoon Signal No. 8 or above, extreme condition, or a Black Rainstorm Warning is issued on the pick-up day before 9:00 AM, operational arrangements — including delayed opening, temporary suspension of service, or alternative pick-up arrangements — will be adjusted accordingly.
6.2 If such signals are lowered after 3:00 PM, all store and delivery services for that day will be suspended. Customer service will contact affected customers on the next working day to reschedule.
6.3 Specific arrangements may vary depending on weather conditions and may be updated without prior notice.6.4 For details: https://moshimochi.shoplineapp.com/pages/adverse-weather-arrangement

 
7. Environmental Policy
7.1 One complimentary candle is provided with each cake.
7.2 To support environmental protection, cutlery will not be provided.
 
8. Final Rights
MOSHIMOCHI Limited reserves the right of final interpretation, amendment, and decision on all terms listed above.