FAQs
Find answers about delivery, tracking, cancellations and returns. Updated 7 October 2026. For help with an existing order, email makochan.store@gmail.com with your order number and the items concerned.
Orders and delivery
How long will my order take?
Allow for preparation before dispatch plus the carrier journey. For Moeyu imports, our current planning estimate is around 3–6 weeks in total. This is not a guaranteed arrival date: some delayed or partly fulfilled orders have already exceeded six weeks. Special Request items need an individual supplier and dispatch estimate. See our shipping information. Contact us before buying if you need an item for a particular date.
Does “available to order” mean it is in stock in Belgium?
No. Some items are sourced from suppliers or dispatched from overseas. Please ask us to confirm the availability and dispatch estimate for your exact item and variant. Preorder release dates are separate from delivery dates.
Does express shipping include faster preparation?
Express refers to the carrier service. It does not remove supplier sourcing, preparation or packing time. The delivery options and charges for your order are shown at checkout.
Why is my tracking not moving?
“Label created” or “Shipment information received” means tracking has been registered; it does not prove that the carrier has your parcel. Follow the carrier scans using the link in your shipping email. If the expected dispatch date has passed, tracking has stalled, or the parcel is returned to sender, contact us. Read our tracking guide.
Why did only part of my order arrive?
Items may be sent in separate parcels. Check which items are listed in each shipping email. A delivered parcel does not mean the remaining items have been dispatched. Contact us for the status of any missing items.
What if my delivery is late or missing?
Contact us so we can check the outstanding items and carrier status. For EU consumer purchases, delivery is due without undue delay and within 30 days unless a different delivery time was agreed. If the agreed time, or that default period, is missed, you can generally set an appropriate additional delivery deadline and end the contract if it is missed too. An additional deadline is not required where we refuse delivery or an essential delivery date was agreed or clear from the circumstances. Amounts due after termination for non-delivery must be refunded without undue delay. A general delay notice does not change an existing agreement or remove these rights.
Cancellations and returns
Can I cancel before my order is dispatched?
Contact us promptly with your order number. Where the statutory right of withdrawal applies, you may exercise it before delivery too; it is not limited to late orders and does not require our approval. If goods have already been sent, the return procedure may apply. For other cancellation requests, we will explain the options for your order.
How do I exercise my 14-day right of withdrawal?
For eligible EU online consumer purchases, you can withdraw without giving a reason within 14 calendar days after you, or someone you nominate other than the carrier, receives the goods. If one order is delivered in separate parts, the period runs from receipt of the last item or part. Use the “Withdraw from contract” button on the website, or send a clear withdrawal statement by email or post using our contact details. Send your notice before the deadline; you do not need to wait for permission. The Refund & Withdrawal Policy includes the full process and a model form.
Are special requests, preorders or sale items excluded?
They are not excluded merely because they are supplier-ordered, imported, preordered or discounted. A legal exception may apply to goods genuinely made to your specifications or clearly personalised. Other limited exceptions include rapidly perishable goods and certain hygiene-sealed goods once unsealed. These exceptions do not remove rights where an item is faulty or not as described.
Do I have to return the goods, and who pays?
Normally, yes. After notifying us of withdrawal, send the goods back within 14 days, unless we offer collection or confirm that no return is needed. Please contact us promptly for routing instructions, but do not wait for approval to exercise your rights. For a change-of-mind return, you pay the direct return cost where this was disclosed before purchase. Our currently designated return warehouse is in Guangzhou, China; the full address is in the return policy. International postage may be significant. For faulty, damaged, incorrect or misdescribed goods, we cover the necessary costs of the statutory remedy.
Can I inspect or try on an item?
Yes, you may handle goods as needed to check their nature, characteristics and functioning, as you would in a shop. Keep packaging and accessories where possible. Opening ordinary packaging does not automatically cancel withdrawal rights. Handling beyond what is needed may lead to a lawful deduction for loss of value; it is not an automatic refusal of the return.
When will I receive my refund?
For statutory withdrawal, we refund without undue delay and within 14 days of receiving your notice. Unless we offer collection, we may wait until the goods are returned or you provide evidence of sending them back, whichever happens first. A full-order withdrawal includes the least expensive standard outbound delivery charge; an express upgrade need not be refunded. Refunds use the original payment method unless you expressly agree otherwise, without a refund handling fee. Your payment provider may need additional time to display the credit.
Problems with an item
What if an item is wrong, damaged or faulty?
Contact us with your order number and a description; photos can help where available. This is separate from a change-of-mind return. New consumer goods are covered by the applicable legal guarantee, normally two years from delivery under Belgian law. You can seek repair or replacement without charge, subject to the legal conditions. A price reduction or refund is available where the legal conditions for those remedies are met. We remain your contact as the seller; you do not have to resolve the issue with our supplier yourself. The 14-day withdrawal period is not a deadline for all faulty-item claims.
Can I exchange a size or colour?
For a change of preference, contact us about a return and a separate new order, subject to availability. If we sent the wrong item or the goods are not as described, your statutory remedies apply instead.
What if the website previously promised something different?
This update does not retrospectively remove more favourable commitments made for an existing order, including any applicable promise of a refund without return. Contact us with your order details so we can review what was promised. Mandatory consumer rights always apply.
How do I contact you or raise a complaint?
Email makochan.store@gmail.com or use our contact page. Explain the issue and the resolution you are seeking. Business details and further complaint information are available in our legal notice.