Frequently Asked Questions

Where is my order?

You will receive an email once the order has been processed within 2-4 working days.

We'll also notify you when your order leaves our warehouse(s) and is en route for delivery - you will then get a tracking number!

If you have any questions, please reach out to our team via live chat or email ([email protected]) - we usually respond within 24 hour ^.^ 

Ensure that you have written your shipping address correctly and include unit/suite number, where applicable. Refunds will not be given to incorrect address submission.

How long does it take for my order to arrive?

Shipping usually takes about 7- 21 working days for your products to arrive depending on where you live. Please see our SHIPPING POLICY for shipping dates

Why did I recieve more than 1 tracking number?

We send the items out as fast which is why you may receive multiple packages for your order since one item may be ready before the other or in other cases, your parcel had to be seperated due to size restriction imposed by the shipping courier!

Do you ship internationally?

Yes, we offer free shipping to over 150+ countries!

Do I have to pay custom fees for my order?

Customs fees strictly depend on the laws of your country. In the majority of cases you are not required to pay any customs fees. We mark all our orders as low-value gifts. Additionally, we send larger orders in separate packages to mitigate such charges. However, we cannot guarantee that customs will not charge a fee in your country. In this case, Gotamochi will not be held responsible for such fees.

How can I cancel my order?

Please contact us as soon as possible if you want to cancel your order. Once the item/s has been fulfilled and marked as shipped we will not be able to make any changes to your order. Sorry!  ~.~

Can I apply discount codes to all items?

If you see a special discount code, it is applicable for all products during checkout :).

If you have other questions please do hesitate to contact us via Live Chat or email ([email protected]) ^.^