FAQ
How do I care for my MOMO garment?
Each MOMO piece is thoughtfully crafted by hand and features delicate embellishments including beadwork, crochet and artisanal detailing. To preserve the beauty and longevity of your garment, we recommend treating it with care.
Where possible, spot clean your garment or opt for a gentle hand wash in cold water. If machine washing is required, turn the garment inside out, place it in a laundry bag and select a delicate cold-water cycle. Avoid harsh detergents, bleach and tumble drying.
Lay flat or hang to dry in the shade, taking care not to stretch heavily beaded areas. Due to the handcrafted nature of our garments, some natural variation and wear over time is to be expected and forms part of the unique character of each piece.
With the right care, your MOMO garment is designed to be treasured, worn and passed down for years to come.
Returns & Exchanges
We want you to love your purchase. If for any reason it’s not quite right, we are happy to offer returns or exchanges subject to the following conditions:
Can I return my order?
Yes. Returns are accepted within 14 days of receiving your order for a refund, store credit, or exchange.
What conditions must my item meet?
Returned items must be:
- Unworn, unwashed, and unused
- In their original condition
- Returned with all original tags attached
- Free from marks, makeup, perfume, or damage
Items that do not meet these conditions may not be accepted.
Who pays for return shipping?
Customers are responsible for all return shipping costs. We recommend using a tracked postage service, as we cannot be responsible for parcels lost in transit.
Can I exchange an item?
Yes. We are happy to offer exchanges for a different size or style, subject to availability. Customers are responsible for postage costs associated with exchanges.
How do I start a return or exchange?
Please contact us at infomomohouse@gmail.com within 14 days of receiving your order. Include your order number and details of the item you wish to return or exchange, and we will provide the next steps.
Are sale items eligible for return?
Sale items and items marked as final sale cannot be returned or exchanged unless required by Australian Consumer Law.
Faulty or incorrect items
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible and we will arrange a suitable resolution.
Pre-Orders
As pre-orders are made specifically to secure your piece before production, cancellations cannot be guaranteed once an order has been placed. Returns and exchanges are available once your order has been received in accordance with the policy above.
Customs Duties, Taxes, and Fees
Please note that any local import duties, taxes, or fees imposed by your country's customs authorities are your responsibility.
Payment of these duties, taxes or fees is necessary to release your item from customs. As our valued customer, we encourage you to reach out to your country's customs authority if you require assistance.
Any orders refused upon delivery at either the final destination or at customs will have the incurred duties and taxes as well as any associated shipping costs deducted from the refund amount.