We want every mochoo order to arrive as agreed and perform as intended. If something is wrong, contact us before sending any item back so we can review the order, evidence, and most appropriate resolution.
How to Request Support
Please provide:
- Order number, purchase channel, and delivery date
- Product name, size, and color
- A clear description of the issue and when it appeared
- Photos or video showing the full item and the affected area
- Photos of packaging, carton labels, or shipping damage when relevant
What Happens Next
We review whether the matter relates to transport, manufacturing, use and care, or an approved custom specification. Eligibility, return instructions, and the available remedy depend on the order type, destination, purchase channel, applicable sales terms, and evidence provided.
Do not return an item to our factory or another address until our team provides written instructions. Unauthorized returns may not be receivable or traceable.
Custom and B2B Orders
OEM, ODM, and private-label claims are reviewed against the approved sample, specification, inspection criteria, packaging requirements, and commercial agreement for that project. Any agreed inspection or claim procedure in the contract takes priority.
Use and Care Considerations
Damage associated with misuse or external impact may not be a manufacturing issue. Examples include heating an empty pot at excessive temperature, sudden thermal shock, dropping or striking the cookware, using highly abrasive cleaners, improper storage, or using tools that damage the enamel surface.
Cast iron and enamel are manufacturing materials with natural process variation. Small visual differences that do not affect safe use or cooking performance are assessed separately from functional defects.
Care for Enameled Cast Iron
- Heat gradually and use low to medium heat for most cooking.
- Avoid moving a hot pot directly into cold water.
- Use wooden, silicone, or other enamel-friendly utensils.
- Allow cookware to cool before washing.
- Dry thoroughly before storage and protect enamel contact points when stacking.