FAQ's
Hundreds of customer enquiries are received by us everyday, so in order to provide easier access to information to our customers, we have listed below some of the more common questions we receive. Of course, our Customer Service Department is ready to help and can be reached via email by Click Here.
Contacting us
Products
Privacy & Security
Order Tracking
Shipping & Delivery
Making Payment
Returns
Contacting us
Why aren't I receiving answers to my emails?
Please note that we will endeavour to answer all emails within 48 hours. If you have not received any reply with 48 hours, please check the points below before sending a follow-up message.
If you haven't received a reply with 48 hours, this could be because:
Your message may not have been received by moh-jo.com
If you receive any messages to your mail-box with the subject "Returned mail" or "Non-delivered mail", your message is not received by the recipient. This might be caused by two factors.
You may have written the wrong email address. Please check our email addresses on the Contact Us page and try again. Your email settings may be preventing you from sending emails overseas. Some email providers prevent some emails being sent abroad. Please check with your email provider for further details.
You may not be able to receive emails sent by moh-jo.com
The messages may be filtered out by your anti-spam software since you haven't added moh-jo.com into your address book. Please add our email addresses to your address book or contact list.
If you use your company's official email server, there may be restrictions on receiving non-registered emails. Please check with your system administrator to remove the restriction.
AOL users in particular should ensure their accounts are enabled to receive emails from us.
Why can't I get through on the contact number?
Please bear in mind that our numbers are international numbers. You must use your dial-out code before the number. Please also ensure the phone you are using is able to call overseas.
If you still can't get through it means that all our lines are busy. If you are directed to the message machine, this means the line is currently busy. We will respond to all messages within 48 hours.
Still have questions? Please email here.
Products
Are all your products fresh and genuine?
Definitely, 100%. We never sell anything other than genuine brand items on our website.
Our products are sourced from around the world, so a small number of the products sold on our website may look slightly different from what you have at home, but the products are still 100% genuine and produced by the original manufacturer for that particular brand. For example, a product sold in the US may differ in appearance from the same product sold in France or Japan, but the product is still genuine.
Freshness is also 100% guaranteed as we keep all our stock in a temperature-controlled environment prior to shipping and subject to regular quality control checks.
Do you provide samples?
Sometimes. As we purchase from our suppliers at the best prices, additional samples are not always supplied. However, we do include free samples in orders if they are available. Please note free samples can only be sent included with an order.
Would you be able to find something not listed on your website?
Quite possibly. We have a connected supplier network, which means we just might be able to find what you're looking for, even if it's been discontinued in your country. If you have ordered an item before but don't see it listed anymore, it is most likely just sold out. We are normally able to replenish stock within a week so keep checking regularly. Unfortunately we are unable to notify individual customers when stock arrives or when the next shipment is coming in, so please keep checking the website for the latest stock update.
If you do have a specific request, please Contact Us and we will see how we can help you.
I have "x-type" skin, with y characteristics and z problems. What type of product would suit me best?
Our specialty is sourcing major brands, from around the world. We do not employ the skin or colour specialists, nor the technology to answer this type of question comprehensively.
We are currently working on putting together an overview for Grooming tips, based on current knowledge from brand and skin care professionals. If you have a specific question it may be advisable to seek expert advice from your local skin care centre or specialist sites, and then use us to repeat purchase at the best price.
Privacy & Security
Are my details secure?
MOH-JO is committed to protecting your privacy.
All your personal information is protected in transit by a Secure Socket Layer (SSL) which fully encrypts and protects all of your personal data (name, address, credit card number) from being read by anyone over the Internet. Furthermore, information provided to us as a result of your online purchase is completely confidential and will not be disclosed or sold to any other party.
Still have more questions? Click here for more information or Contact us.
Order Tracking
How long will it take to get my order?
All orders are sent from our distribution center within 48 hours of being placed. An order confirmation and delivery dispatch confirmation will be sent to you once the order has been dispatched.
How will I know when my order has been shipped?
Order confirmation will be sent after completion of this process and dispatch details will be emailed to you with a tracking number immediately once your order is sent.
How can I track my order?
For each registered postal order you will be sent a tracking number. This number will enable you to track the current status of your order.
If your order was shipped by Express Post then you can track your order through HKPost. You can Click Here to track.
You can also use your own country's postal service's website if they have an EMS tracking option available online.
For registered airmail, only limited tracking is available and only after a certain period of time from the date of dispatch, normally 10 working days.
Please note no tracking is available for non-registered mail.
What if my order hasn’t arrived after 14 working days?
If your order has not been delivered within the expected delivery time, please contact your local postal services using the postal reference number/tracking provided in your shipping status email.
If you are unable to find your order, please Contact us and we will gladly follow up on your behalf. Remember to include your order number on all correspondence to ensure prompt service.
Always note public holidays differ from country to country and may affect delivery times at selected times of the year. Delivery times may vary, particularly during Christmas, Chinese New Year, Easter and other holiday periods. Although MOH-JO cannot guarantee delivery times, we do our best to process orders as soon as we receive them.
Still have more questions? Click here for more information or Contact us.
Shipping & Delivery
Do you ship to my country?
We ship Internationally, so we can ship to anywhere that receives regular postal services.
Do you ship to PO Boxes/Military Addresses?
Yes, we can ship to valid PO Box and military addresses.
However, we can only ship by non-registered post to such addresses, as this is the only method that does not require a signature on receipt. Please note if you choose this option, which we don't recommend, you are accepting liability for non-delivery for whatever reason. Non-registered post cannot be tracked. We are unable to accept any claims for loss or non- delivery of your order.
Do you ship to Hotels?
Unfortunately, we are unable to ship to hotels. If you are a long term resident in a hotel and are able to sign upon delivery please Contact us.
Will there be any taxes/Customs duties?
It depends on the destination.
We currently ship to over 200 countries across the globe and most countries (especially the USA, Australia, South Korea) allow free trade over the internet and will not charge any Customs duty whatsoever for small packages entering the country.
For counties that are not free trade, you may be required to pay customs and duties, obtain a certain license or apply for registration of your purchased products in your own country to receive delivery of your package via international shipment. Simply check with your local Government authority on wether your country is free trade or not.
The Customs charge and/or import regulation is determined completely by the government of your country and, as such, MOH-JO has no control over those costs or regulations.
MOH-JO will not pay, nor be held responsible, for such costs or arrange for application of an import license.
By continuing with you order you agree to be responsible for any Customs or duties incurred as a result of your country's Customs and duties regulations as well as obtaining any import registrations or license required for the products you are purchasing.
What are the regulations with China ?
NOTE:
China Custom Policies vary widely from Province/Cities, it is determined by the local government customs authority in each respective area. Each order may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you.
The Customs charge and/or import regulation is determined completely by the government of your country and, as such, we have no control over those costs or regulations.
MOH-JO will not pay nor be held responsible for any such fee/charge nor be held responsible for any such license or registration for delivery required into China. All the title and risk of loss and damage of products will be passed to the customer once the order is dispatched by MOH.JO.
In the case where delivery is refused or tax charges are not paid, MOH-JO can be contacted on info@moh-jo.com to request a return of goods, this must be made within 14 days from delivery date. In the case of returning goods, the title of the property will be transferred back to MOH-JO and you will be responsible for the shipping charges and a re-stocking fee of 15% of the total purchase price. All refunds will be handled upon the goods being received by return and after inspection of the returned goods.
DELIVERY TO OTHER PROVINCES IN CHINA
The China Customs have imposed tighter postal security measures for order delivery to Mainland China Provinces. In all orders that have a value exceeding RMB800 (USD117), the orders are recommended to be split. All orders over RMB800 (USD117) will be sent separately.
DELIVERY TO FUJIAN CHINA
Due to tighter postal security measures from the Chinese Customs Agencies, it is expected that any parcel delivered to this area may be delayed and or taxes imposed based on local authority guidelines. A Trade Import Declaration Form may be required before release of the parcel, no matter the size or the amount of the goods.
To avoid parcel return and or loss, friends or relatives may be able to receive your parcel in another province and you can arrange to pick it up from them.
Click HERE for details.
The Customs charge and/or import regulation is determined completely by the government of your country and, as such, MOH-JO has no control over those costs or regulations. MOH-JO will not pay, nor be held responsible, for such costs or arrange for application of an import license.
How long will it take to get my order?
All orders are sent from our distribution center within 48 hours of the order being placed. However, actual delivery times will depend on your local postal services. The delivery times listed below are our best estimates.
Non-Registered Post
10-14 postal working days for most destinations.
14-21 postal working days for more inaccessible destinations.
NOTE
No signature required, no tracking available, claims for loss/damage/refund cannot be entertained. Orders to PO Box or military addresses can only be sent non-registered.
Registered Post
4-6 postal working days for capital cities.
7-10 postal working days for other destinations.
10-14 postal working days for more remote destinations.
NOTE:
Signature is required for delivery. We suggest having parcels sent to your workplace or to someone who is able to accept delivery if you are not able to sign for delivery at home. Limited tracking available at least two days after shipment. All parcels are insured for loss or damage. Orders cannot be posted to PO Boxes or military addresses.
Express Post
We are able to send your packages Express Post. This is a registered postal service. All charges for product and fragrance shipments will be listed before your final checkout.
2-3 days anywhere in the world.
NOTE:
Signature is required for delivery. We suggest having parcels sent to your workplace or to someone who is able to accept delivery if you are not able to sign for delivery at home. Postal reference service tracking available at destination post offices.
All parcels are insured for loss or damage. Orders cannot be shipped to PO Boxes or military addresses.
Your postal reference number is emailed to you when your order is dispatched.
Why are fragrances shipped separately?
Fragrances are shipped separately from other products using special arrangements and labeling to conform to International Airfreight guidelines. Upon arrival in the destination country the parcels are distributed by the local postal services.
Delivery time: 7-10 working days.
The cost of shipping fragrances is a percentage of the total fragrance order. If there are any extra charges to the fragrance order, these will be confirmed at check out.
NOTE:
Express Post is not available for fragrance shipments.
Occasionally, Customs inspections may delay delivery, we are unable to control how long the parcel may be held for inspection.
Still have more questions? Click here for more information or Contact us.
Making Payment
Do you take xxx card?
We accept all major international credit cards, alongside PaylPal and Alipay for all China payments.
Payment on MOH-JO is secure. We use an SSL (Secure Socket Layer) which fully encrypts and protects all of your personal data. For the Security and Privacy policy click here.
I don’t have a credit card. How else can I pay?
We are able to provide other options for payment. If they are not covered below, please Contact us for and we will assess if we are able to accommodate your particular request.
Direct Deposit (Hong Kong customers only):
Please deposit the total amount according to the following details, mark the order number on the Deposit Slip and fax to (+852) 2521 1978, stating your order number, name and contact telephone number.
Merchant Name: MOH-JO Limited
Bank: HSBC
Account Number: 400-830741-838
If payment is not received within 3 working days, the order will be cancelled and we will inform you via email.
Telegraphic Transfer
Please pay the exact amount in either US dollars or Hong Kong dollars to the following bank account. Customers are responsible for all telegraphic transfer and bank transaction fees. Remittance must be free from any commission charges by the bank.
For international orders (orders delivered outside of Hong Kong), a handling fee from the bank is required, this will not exceed US25 dollars.
Merchant Name: MOH-JO Limited
Bank: HSBC, 1 Queens Road Central, Hong Kong
Account Number: 400-830741-838
SWIFT CODE/BIC CODE: HSBCHKHHHKH
Please fax the telegraphic transfer copy to us at (+852) 2521 1978, stating your order number and name:
If payment is not received within 3 working days, the order will be cancelled and we will inform you via email.
Offline Transfer
Offline transfer is also available. You can use your online bank account or another convenient way to transfer money (such as at an ATM).
Cheque
Cheques should be in Hong Kong dollars payable to "MOH-JO Limited". The cheque should be banked into MOH-JO Limited Account Number: 400-830741-838 or sent to:
MOH-JO Limited
2310 Dominion Center,
43-59 Queens Road East,
Wan Chai
Hong Kong.
The order will only be released once the cheque has cleared in the bank. If payment is not received within 5 working days, the order will be cancelled and we will inform you by email.
COD
COD is available in selected locations only and subject to the shipping method used. Please Contact us for further details.
How can I pay though PayPal?
Upon reaching the payment section of the checkout process, select the 'PayPal' payment option and input your registered PayPal email address in the space provided. Once your order has been confirmed and you have received your order number and final total, you will be taken to the PayPal site to complete payment.
Returns
What happens if I am not happy with the product I receive?
Any problems with items you receive must be reported to us within 14 days of receipt. We guarantee money back refund if you are dissatisfied in any way. Items must be returned in the original condition in which they were received. Customer Service approval must be sought for all refunds.
MOH-JO is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of fragrance. If you have ordered the wrong product, then you can still return it for a full refund but please note that items must be unopened and unused and you will have to bear the postage cost.
We are happy to bear the postage costs if the item is defective or sent due to our error.
Important note on returning fragrances:
Please check your fragrance orders carefully, as fragrances can NOT be returned under any circumstances due to International Aviation restrictions.
Can I return fragrances?
NO, Please check your fragrance orders carefully, as fragrances can NOT be returned under any circumstances due to international aviation restrictions and Government security regulations.
What can I do if I have forgotten my password?
If you have forgotten your password, simply click the "Forgot password" button and follow the steps. Click HERE A new password will be sent to your registered e-mail address within 48 hours. Please ensure you are using the same e-mail address and check your spam folder if you are an AOL user or a response has not been delivered within 48 hours. Please contact us
