J’avais été insatisfaite de ma commande et avais laissé un avis moyen sur l’article (lui aussi moyen).. qui aujourd’hui a disparu, il n'y a que des avis 5 étoiles.
Pour une entreprise qui se revendique éthique, je trouve ça très moyen de censurer les avis 👎
Response from MochipanAug 11, 2026
Bonjour,
Merci beaucoup d’avoir pris le temps de nous signaler cela.
Tous les avis publiés sur notre site passent par un processus de vérification automatique destiné à filtrer le spam, les bots et les avis non liés à un achat réel. Une fois qu’un avis est validé et mis en ligne, nous ne le supprimons jamais.
Dans votre cas, il semble donc qu’il puisse s’agir d’un problème technique, et nous aimerions vraiment enquêter pour comprendre ce qui s’est passé.
Pouvez-vous nous écrire à [email protected] avec votre numéro de commande et le nom associé à celle‑ci ? Nous serons ravis de vérifier cela rapidement et de rétablir la situation.
Merci encore de nous tenir responsables de nos engagements en matière d’équité et de transparence. Nous espérons avoir de vos nouvelles très bientôt.
Max
Mochipan Team
===
Hi there,
Thank you so much for taking the time to bring this to our attention.
All reviews on our site go through an automated verification process that filters out spam, bots, and unverified purchases. Once a review passes that process and goes live, we never remove or censor it.
In this case, it sounds like there may have been a technical issue, and we’d really like to investigate to understand what happened.
If you could email us at [email protected] with your order number and the name on the order, we’d be happy to look into this promptly and make sure everything is set right.
Thank you again for holding us accountable to fair and transparent standards. We truly appreciate it, and we hope to hear from you soon.
Max
Mochipan Team
PC
Pastel C.
New things being made while I haven't even gotten my item.
i'm sorry I can't give your store a higher review but I've been continuously ignored through emails and comments, and messages asking about the garden overalls and when they're going to be shipped out and nobody including her Discord mods can give me a date. She's already restocking them too and hasn't even sent them out and I feel incredibly disrespected over that because I feel like I'm not a priority. If this isn't resolved soon, I'm going to chargeback on my credit card and never order or support Rae ever again. Updating this to a 1 star because she has made a post saying she's giving another design a chance after people put money into it and ordered them, so in this post she basically admits that there were NEVER samples made of this specific item, and that she took money from several people who paid for the outfit. Taking people's money and running is so shallow. I will now be supporting Nyahallo, because unlike you, she doesn't harass her followers to change their reviews, & doesn't use her platform to blatantly lie and steal money, and from other creators.
Another update. They tried to get my review taken down, I got an email about it. 💀😂. You're really that desperate to go out and harass your customers to change their reviews. Grow up, Rae.
Response from MochipanJun 26, 2025
Hi there!
Thank you so much for taking the time to share your concerns. I’m truly sorry for the frustration and disappointment you’ve experienced—it’s never our intention to make anyone feel ignored or unimportant.
I want to reassure you that we have reached out twice regarding your order, and your shipping confirmation with the tracking number was sent to you two days before your review. Sometimes our emails can end up in spam or promotions folders, so it might be worth checking there just in case.
We really want to make sure you feel supported and taken care of. If you have any questions or need further help, please feel free to reach out to me directly at [email protected]. We do our best to respond to all messages within 1–3 business days, and I’m always happy to double-check that everything with your order is on track.
We truly value all feedback, and I kindly ask that we keep our conversation focused on your order, rather than external factors, so we can help you to the very best of our capacity. Our goal is always to make things right, and your patience means a lot to us as we work through this together.
Thank you again for reaching out. If there’s anything else I can do, please let me know—I’m here to help in any way I can.
With respect and kindness,
Max
Mochipan Team
==
Clarity regarding the latest updates:
I, Max, from Mochipan Customer Care, had sent an email requesting more information on the review via Trustpilot's interface, asking for clarification as the experience described in your initial review was inconsistent with our records.
No attempts have thus far been made to get the review removed, and there has been no harrassment of any kind by part of Mochipan or its associated team members.
ML
Mrs LEIGH D.
Order not received
Do not use this company an order my son made in November 2024 still hasn’t arrived they take your money and you don’t get your order, they come in with all sorts of excuses which are not worth reading but you still don’t get your goods!! How this company can get away with this is beyond me. Just make sure you pay using PayPal who will take up your case for you!!
Response from MochipanMay 1, 2025
Hi Leigh,
I’m really sorry for how stressful and disappointing this wait has been for you and your son. I completely understand how frustrating it can be to feel like you’re not getting clear answers, and I want to assure you that we are here and listening.
Your Luna Moth Cardigan is still in production and is expected to be ready for shipping in about 3–5 weeks, with an estimated ship date of May 25th. I know this is a long time to wait, a bit of an extension since our last-provided estimate of April 30th-- and we’re very aware of the disorientation and frustration that can come with shifting production timelines, which are often caused by logistical issues that we're working to resolve. We always strive to be as transparent as possible, and I’m sorry if it’s felt otherwise.
As we’ve mentioned in our previous responses, we’re always happy to make any changes or adjustments to your order if these recent timeline extensions are taking too long. This includes immediate, full cancellations and refunds at your request, with no fees or deductions for Pre-Sample Pre-Orders like yours.
If you have any more questions or need help finding the latest updates, please feel free to email me directly at [email protected]. We’re here to help and want to make sure you feel supported every step of the way.
For clarity, we’ll also be reaching out to Trustpilot to request a review of the information shared here, as we want to ensure everything is as accurate as possible for everyone involved.
Thank you for your patience and for giving us the chance to make this right.
Warm regards,
Max
Mochipan Team
ES
Emilia S.
Multiple issues regarding product and handling of customers (written by a friend, posted by me because she has issues with her trustpilot acc)
I'd like to start off by saying that I'm incredibly mad after seeing the most recent biweekly update from mochipan. Last year in July I bought the Honey Bee Summer Gown for my Graduation the next year. Then I had been wondering if it's not too early to get a dress, but now I'm wondering if I will receive my dress in time for my graduation. Since last year July my dress had only been receiving delays and delays. These included the burning of a location from the manufacturer, certain other products receiving favouritism, the companys owners surgery and so on. I'd been mostly patient with my dress arriving but there's a certain amount of delays you can put on a piece of clothing until the customer gets their product. One of my worries is that I have been waiting all this time and hadn't even seen a single sample yet. Following the production of the samples of the Honey Bee Summer Gown, it's been told to the customer that this piece received 20 different samples with minor tweaks. Which none of them had shown up in a sample review which the owner posts on Instagram.
I have been starting to worry about the legitimacy of the delays aswell. Following the piling up delays, I've received the news that mochipan apologises for favouritism towards certain products and the Bee collection being actively pushed back, promising to not do such again. Yet I'm starting to believe that the updates on my dress aren't legitimate anymore and that the favouritism still continues, which I find incredibly unprofessional.
Then another issue I have with my product is the general lack of clear updates, stating what is happening to my product, over the months I've been waiting. I had been monitoring mochipans website and Instagram posts to see if a single thing had been said about my product, because mochipan hadn't made one post about the Honey Bee Summer Gown but just the Bee collection in general. The updates that we'd been receiving felt like they had been copied from the previous update regarding the dress, making it unclear what is happening to the product. Following this, I had left a review on the Website, saying that the updates lacked volume and clearness, and that I'd been upset that I hadn't received any actual information about my dress, that I've been waiting for since last year August. Then a couple days later, I tried to see, if my review had been replied to, but then came to find that it was gone and I could no longer find it. Instead being replaced my good reviews, often also not being very useful regarding the product, which I find to be very unprofessional from mochipan yet again.
For the future, I've seen improvement in mochipan regarding their products. One of them being, that for pre sample pre orders, timelines of when you'd receive this product have been implemented within it's description. Yet I continue to have an issue with the updates. I'd be happy to receive more in depth knowledge on what is happening with my dress, including a sample review, with one possibly showing the most recent sample, pointing out the mistakes and showing what they will be improving about this dress. Regarding the wait time, I've grown skeptical at times, regarding if my dress would ever even arrive without me having seen a sample of the Honey Bee Summer Gown. Therefore I'd be happy to see more throughout updates going in depth of what will continue to happen with this product.
Following this I'd also be happy to see changes regarding the handling of reviews. Since I had found my review no longer available on the website. I'd like to say that this clearly upsets me. I had been patiently waiting, even excusing the wait times to whoever had asked about it. Though I find it very upsetting to just take it down and delete it without giving further information. On top only leaving good reviews, as said earlier, often not fitting. I'd be continuesly happy if my review had been acknowledged, gotten a formal reply and kept on the Website. Yet this had been avoided by the company where now my review is gone. For the future I'd be happy to see improvements within the handling of negative reviews, where it would be acknowledged, or at most receive and E-mail (one of the required informations you have to fill in before leaving the review), if said review would be taken down.
To sum up, I have not been the only unhappy customer at mochipan, but I'd be much happier if the criticism above would be appreciated, acknowledged and processed into the handling of the products and their respective customers. Since I do not have my product yet, due to last delays following a miscommunication error, I can sadly not talk more about my product. Though yet I would like to leave this, saying that I hope other customers will have a better experience regarding their products from this company, than me.
Response from MochipanApr 28, 2025
Hi Emilia!
Thank you so much for sharing your detailed feedback. We truly understand how important the Honey Bee Summer Gown is for your special occasion, and we’re very sorry for the frustration and uncertainty caused by the delays. Waiting for something meaningful like this can be incredibly stressful, and we appreciate your patience.
We’d also like to gently clarify a few things you mentioned-- firstly, we care deeply about treating all our projects and customers fairly, and we’re committed to giving each collection the attention it deserves. There has been no favoritism among our designs on our end of things, and we have never made a statement to the contrary.
The Honey Bee Summer Gown, which has seen a considerable number of iterations, has gone through a total of four rounds of sampling thus far as we work to get every detail right-- whereas the entire Honey Bee Collection has seen 12+ total samples.
As for your missing review, we truly value all feedback-positive or negative-and would never intentionally remove it. Our review system automatically filters out reviews for products that haven’t shipped yet, which is likely why yours didn’t appear. The reviews on our product page are for the products themselves, whereas platforms such as Trustpilot are a better place to review your experience with us overall.
We acknowledge that our Pre-Sample Pre-Order system does have the drawback that any supply-chain or production delays unfortunately get passed on to customers, and some products do take longer than others. These delays can 100% be frustrating, and while the choice of creating ethical, fair-wage, slow fashion does mean products take longer than usual to produce, we take full responsibility for struggling at times to meet expected timelines. We are actively working to minimize and reduce these delays moving forward: a complex and long-term goal of constant improvement.
Please know that we’re on your side and committed to your peace of mind throughout this process. That’s why we provide handwritten biweekly updates, offer a 100% charge-free cancellation policy for Pre-Sample Pre-Orders, and respond directly to all email inquiries received to the very best of our ability.
If you’re feeling uncertain or dissatisfied, we encourage you to contact us at [email protected]. We’d be happy to explore solutions with you to help make this right.
Thank you again for your patience and for giving us the opportunity to address your concerns. We truly appreciate your feedback and hope to improve your experience moving forward.
Warm regards,
The Mochipan Team
BR
BrOKUli
Ghosted by costumer support
I ordered something from Mochipan and was told that if I paid for express delivery, I would receive the item by December 12th. It is now April 9th, and I still haven’t received what I ordered.
Instead, I was sent a B-grade product without anyone asking if that was acceptable to me. I returned it, and to be fair, I was at least reimbursed for the delivery cost and tariff. However, I still haven’t received the original product I paid for.
The last time I heard from Mochipan, I was asked whether I wanted them to send the correct item. I replied yes — obviously — since that’s what I ordered in the first place and had already asked about repeatedly throughout the entire conversation. Why even ask again?
Since then, I’ve heard nothing. I feel like I’m being ghosted by customer support, and I’m starting to wonder if this is just how things work at Mochipan. How can absolutely everything go wrong with a single order unless this kind of mistake is normal for them?
I am willing to change this review of course but not unless this has been solved for good and at the time being it does not seem as if there was the will to do so.
Response from MochipanMay 1, 2025
Hi BrOKUli,
Thank you for taking the time to share your experience. I'm Max, Mochipan's Customer Care Lead, and I’m truly sorry to hear about the frustration and disappointment you’ve felt with your order and our communication. It’s absolutely not the experience we want for any Mochipan customer, and I'm committed to your satisfaction.
We strive to respond to every single inquiry and to make things right whenever something goes wrong. While I don’t have your order details to look into this specific situation, I want to assure you that sending the wrong item, shipping delays, or communication lapses are never our standard, nor are they acceptable to us. We are a small team, and while we do our best, sometimes things slip through the cracks, especially when supply chain or production issues arise-but we always want to fix them as quickly as possible.
If your issues still remain unresolved for the time being, please reach out to me directly at [email protected] with your order information. I’ll personally make sure your case is reviewed and that we find a solution together.
Thank you again for your patience and for giving us the opportunity to address this. Your feedback is invaluable, and we look forward to turning this 1-star experience around.
Kind regards,
Max
Mochipan Team
SK
Shawnee K.
extremely delayed shipping (6+ month)even for custom made
I ordered a product from them and every time I check their update for the specific product it always gets pushed a month back I am now going on about 6 months since an order was placed and somehow the product is still in production so I have yet to receive the item so I'm going to say in all honesty I'm not sure I'm actually going to receive the item and so if you are going through this website be prepared to have to wait potentially 6 months before you receive Your item.
Response from MochipanMar 26, 2025
Hi there,
First of all I am very sorry, as something seems to have gone very wrong here.
I want to clear up that nothing we state is a lie, and we do send out updates via email every other week at the latest as well as post all updates on the website under the "Updates" tab.
We haven't gotten any emails from someone with your name that I can see as of now, so I am worried you may be emailing the wrong place.
I'm going to be requesting your info here so we can get to the bottom of this and see what went wrong. I assure you we are NOT a scam, and are very dedicated to every customer's satisfaction.
Thank you,
Edit: hey there! We have sent you a lot of emails at this point trying to get in contact with you and make this right. Please reach back out to us 🙏
CH
Chris
I wasn't going to bother with a review...
I wasn't going to bother with a review, but since their harassing "customer service" just HAD to have the last word, placed an order January 12th.
Get a confirmation email saying "7-10 business days.
That would be January 24th.
Nothing came.
Checked tracking.
Never even shipped.
Tried emailing.
Crickets for a full week before going through my credit card company.
THEN I get an email whining about the chargeback when I should have just emailed (which I did and proved repeatedly).
They claim to have not gotten the emails, which is weird, because suddenly they were working just fine AFTER the chargeback.
Then they the audacity to blame me saying "we expect customers to be in the loop."
No. It's YOUR job to communicate effectively with your customers and ten business days should mean ten business days.
Then I said "Keep harassing me about it. I do have an attorney and I would certainly be happy to leave review of how my experience has been as a warning to other customers thinking of making the same mistake I did in choosing to do business with you."
What did they do after I asked them to stop harassing me? Just had to have the last word, didn't you? Well, I told you in plain English what would happen, didn't I?
This is a copy/paste of what their customer service had to say: As it appears there is no intention of a peaceful or reasonable resolution, all communications will cease moving forward. It simply does not seem possible at this stage for there to be an ounce of good faith in this correspondence.
Congratulations, Max! I'm a man of my word.
Response from MochipanFeb 5, 2025
Dear Chris,
We appreciate you taking the time to share your experience. However, we must respectfully disagree with your characterization of events.
Our records show that our team responded promptly and professionally to all communications we received. We made multiple attempts to resolve the situation amicably, but were met with hostility and threatening language.
We stand firmly behind our staff and their handling of this situation. Our team members deserve to be treated with respect, and we have a zero-tolerance policy for abusive behavior towards our employees.
While we always strive for customer satisfaction, we also believe in mutual respect and honest communication. We regret that we were unable to find a resolution that met your expectations.
We will use this experience to review and improve our processes where necessary.
However, we will also continue to prioritize a respectful work environment for our team.
Sincerely,
Rae,
Mochipan Founder & CEO
ZW
ZW
I ordered the bee swimsuit in JULY
I ordered the bee swimsuit in JULY. it said expected shipping August 14th. Then it was september 14th, then september 25th, then october, then october 25th, then november and now November 30th. Everytime we are meant to get samples? theyre delayed or late. We got one sample ages ago that wasnt even the completed set. And each month, you see the team releasing more and more clothes and it makes me so distrustful of them because i dont know if it will ever be shipped now. I spent so much money hoping to have a cute swimsuit and i just have nothing, its bad enough how expensive they are - but bad communication and no clear timeline is just the cherry on top. Their designs are so cute but lack of clear communication (yes I've read the blog, they keep pushing the dates back), them not sticking to a time line and the price makes it an overall bad expierence. If it ever does deliver and it's good I will update, but for now I am disappointed.
Response from MochipanNov 6, 2024
Hi there,
Thank you for sharing your honest feedback. We completely understand your frustration with the delays on your bee swimsuit order, and I want to personally apologize for the disappointment this has caused.
Creating unique, detailed designs often requires several rounds of sample adjustments to meet our quality standards, which has led to some unforeseen delays in production. I know it’s especially frustrating to see new releases during this time, and I want to reassure you that each collection follows a separate timeline, with dedicated teams managing each stage of production.
While we’re working hard to get everything finalized as soon as possible, I want you to know that since this is still in the pre-sample phase, you’re welcome to request a refund at any time. Our commitment to transparency is genuine, and we’re grateful for your patience as we keep you updated along the way through our blog and support channels.
If you’d like more updates or wish to discuss a refund, please don’t hesitate to reach out—I’m here to help. Thank you again for your patience and support of our small business, and we’re looking forward to delivering your swimsuit soon. I hope it will be everything you envisioned!
Warm regards,
Rae
Edit: I requested your info weeks ago and am still hoping to hear back. Please reply to this! I want to ensure real customers are posting here as I've suffered some fake reviews by someone else. Thanks!
