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KOIMOOI SERVICE CENTER
Our service team offers fast and special services
no matter where you are located.
Send us your inquiry to our e-mail address.
FAQ
- Product
- Order & Delivery
- Exchange & Return
- A/S
Q. What should I do if the product is stained?
When in contact with liquids, wipe off with dry cloth immediately or use commercial products, such as leather creams, to remove any stains. Certain types of food or ink that soak quickly may be difficult to remove.
*DO NOT use wet tissues, acetone or other chemicals that will damage the leather; they may cause severe discoloration or damage. Please refer to the
Q. The leather smells.
Products made of natural leather will smell due to its inherent features.
The smell usually goes away after a certain period of time,
but it is also dependant on the environment or the date of production.
(ie. products just after release)
We recommend that you store the product in a dry place to get rid of the smell quickly.
Q. Is gift wrapping service available?
Gift wrapping service is currently unavailable. However, MUTEMUSE’s products are shipped in a soft, white cotton dust bag, and bags are additionally packaged inside a sleek white logo box.
Q. What are my payment options?
We accept paypal, Visa and MasterCard, JCB, Amex, UnionPay for all international orders.
Q. Which postal service is used and how much is the shipping fee?
We ship orders through EMS.
Free International shipping on all orders over $100
Q. How long does shipping take?
International shipping usually takes up to 7 business days once the item is shipped.
However, shipping periods may depend on the schedule of the courier accordingly.
*Orders CANNOT be cancelled due to delay.
Q. Can I make an exchange?
ONLY damaged or defective items are eligible for exchange within 7 days of receipt.
Damaged or defective items MUST be in their unused original condition. Shipping fee is covered ONLY on damaged or defective items.
Please contact customer service with form down below BEFORE YOU DISPATCH THE PRODUCT.
Confirmation will be sent afterwards. Any exchanges without an email request WILL NOT be accepted.
* Instructions on shipping for returns will be notified.
Q. Can I return an item for refund?
We ship orders through EMS.
Returns are ONLY accepted within 7 days of receipt.
You MUST send an email form BEFORE you dispatch the product.
ONLY confirmed products are eligible for return.
Please send us an email form with the information down below.
* Round way shipping fee & relevant import fees will be deducted from your refund for change of mind returns.
Q. What are precautions on handling and care?
Due to the nature of the design, restoration of any damage may be difficult.
Please refer to the
