FAQ'S
If you can't find the answer to your question below, please email us at info@mochisu.com. thank you!
You sold out of a bag that I had my heart set on.
So sorry! Please send us an email at info@mochisu.com and let us know which bag you had your eye on. Our artisans may be in the process of hand weaving that bag and will be restocking soon. Check in with us to get a more accurate time frame or sign up for our newsletter and follow us on Instagram @shopmochisu for more updates.
Do you ship internationally?
Yes, anywhere in the world! Please see shipping page for full info.
Do you sell wholesale?
Absolutely, please e-mail us at wholesale@mochisu.com if you think MochiSu might be a good fit for your shop.
Can I place a custom order?
No, we are so sorry but we do not take any special or custom orders at this time.
Can I wash my bag?
You can hand wash your bag or you can machine wash in cold water with delicate soap and hang to dry. DO NOT dry in the dryer. Be advised that extra care must be taken just like with any other handmade product. Please see care instructions page for more info.
What parts of the bag are actually handmade?
The whole thing! From the base of the bag, to the drawstring, tassels/pom poms-all handmade by our talented artisans taking anywhere from 5-30 days to complete 1 bag!
Are you a "Fair Trade" company?
MochiSu was founded in 2016, we are a small new company and we are not a certified fair trade company yet, however, we take pride in paying fair prices for our materials and fair wages in Colombia.
Does MochiSu pay customs duties when receiving your bag in your country?
MochiSu abides by all national and international laws. We do not pay custom duties or VAT on any product purchased through our website. These charges are not included in the price of our products. It is the sole responsibility of the customer to find out the laws in your own country and to pay all custom charges, duties, or VAT. We will not falsify the customs documents either.
Why is international shipping so expensive?
We try to get the best rates possible for shipping but being a small company we don’t get the lowest rates possible. As we grow we will continue to negotiate rates in hopes that we can continually lower shipping rates.
How much weight can my bag hold?
These bags are made to be sturdy and to carry many of your daily belongings. Our bags can easily carry a 13in laptop with its charger, books, your wallet and phone; or if you are going to the gym, you can have your tennis shoes, iPod, extra clothes, bottle of water fit in very comfortably. Our mini bags can fit everyday essentials.
How do I receive my tracking number for my order?
When your order is being prepared to ship, you will receive an email with your tracking number from the following address: info@mochisu.com. Please be sure to check your spam/junk folder if you do not see the tracking number email in your inbox.
What if I did not receive my tracking number?
If you did not receive your tracking number, email us at info@mochisu.com, with your name, address, and order number.
So sorry! Please send us an email at info@mochisu.com and let us know which bag you had your eye on. Our artisans may be in the process of hand weaving that bag and will be restocking soon. Check in with us to get a more accurate time frame or sign up for our newsletter and follow us on Instagram @shopmochisu for more updates.
Do you ship internationally?
Yes, anywhere in the world! Please see shipping page for full info.
Do you sell wholesale?
Absolutely, please e-mail us at wholesale@mochisu.com if you think MochiSu might be a good fit for your shop.
Can I place a custom order?
No, we are so sorry but we do not take any special or custom orders at this time.
Can I wash my bag?
You can hand wash your bag or you can machine wash in cold water with delicate soap and hang to dry. DO NOT dry in the dryer. Be advised that extra care must be taken just like with any other handmade product. Please see care instructions page for more info.
What parts of the bag are actually handmade?
The whole thing! From the base of the bag, to the drawstring, tassels/pom poms-all handmade by our talented artisans taking anywhere from 5-30 days to complete 1 bag!
Are you a "Fair Trade" company?
MochiSu was founded in 2016, we are a small new company and we are not a certified fair trade company yet, however, we take pride in paying fair prices for our materials and fair wages in Colombia.
Does MochiSu pay customs duties when receiving your bag in your country?
MochiSu abides by all national and international laws. We do not pay custom duties or VAT on any product purchased through our website. These charges are not included in the price of our products. It is the sole responsibility of the customer to find out the laws in your own country and to pay all custom charges, duties, or VAT. We will not falsify the customs documents either.
Why is international shipping so expensive?
We try to get the best rates possible for shipping but being a small company we don’t get the lowest rates possible. As we grow we will continue to negotiate rates in hopes that we can continually lower shipping rates.
How much weight can my bag hold?
These bags are made to be sturdy and to carry many of your daily belongings. Our bags can easily carry a 13in laptop with its charger, books, your wallet and phone; or if you are going to the gym, you can have your tennis shoes, iPod, extra clothes, bottle of water fit in very comfortably. Our mini bags can fit everyday essentials.
How do I receive my tracking number for my order?
When your order is being prepared to ship, you will receive an email with your tracking number from the following address: info@mochisu.com. Please be sure to check your spam/junk folder if you do not see the tracking number email in your inbox.
What if I did not receive my tracking number?
If you did not receive your tracking number, email us at info@mochisu.com, with your name, address, and order number.
