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faq

Frequently asked questions.

Kindly drop us a line at info@momo-tone.com if you have any question further.  

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Size guide

The table below shows actual clothing measurements. Our clothing is made in regular stretch fabrics. If you are looking for a custom size or unsure about your paws size, please drop us a line at info@momo-tone.com

Size

Neck (cm)

Chest (cm)

Body length (cm)

Recommended for
XXXS 23 32 24 < 2kg
XXS 24 34 26 2-3kg
XS 25 36 27 3-4kg
S 26 38 28.5 4-5kg
M 28 40 30 5-6kg
L 30 43 31 6-7kg
XL 34 47 35 > 7kg


Product care
Shipping / delivery
Return / exchange
Payment
Order issues
Pre-order / custom order

Our clothes are made in 100% cotton. Please follow the care instructions on the garment you are going to wash.

  • Hand wash
  • Do not bleach
  • Dry clean
  • Warm iron
  • No twisting
  • Dry flat

Hong Kong orders - all orders will be shipped through SF Express in a flat rate of HK$30 per order. We offer free shipping for orders above HK$500.

International orders - all orders outside Hong Kong will be considered as international in a flat rate of HK$50 / ~ US$6.5 per order. We offer free shipping for orders above US$60. Please note that for Asian countries, the delivery will take around 7-10 days while 14-21 days for rest of the world.

We are happy to offer other shipping options. Kindly drop us a line at info@momo-tone.com if you need assistance further.

Customers will receive a tracking code through email once an order is shipped. Please check your spam mailbox if you haven't received it.

We do not accept returns on any items, only exchanges on certain items.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. Please do not exchange items that have pet hair attached to it, we will not issue you an exchange if your clothing has become part animal. All shipping costs associated with any return/exchange falls upon the responsibility of the customer. Shipping costs from initial orders, both domestic and international, are nonrefundable unless authorized by an associate.

You are required to contact us before you send back your orders.

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

  • Visa
  • MasterCard
  • Apple Pay
  • Google Pay
  • *Payme (Hong Kong only)

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

*If you wish to pay by PayMe, kindly download our QR code, complete your payment on PayMe and then email us the payment record. Alternatively, customers are welcomed to contact us and we will create a custom order for you.

If you've received a faulty, incorrect item, amend your order or want to cancel your order before order is despatched, please do not hesitate to contact us. Please note that once order is despatched, it is not eligible for cancellation.

By consenting to the terms and conditions you hereby understand that the items you are ordering are custom, made to order items that are created in our factory specifically for your order. These items take time to create, and are typically completed in 10 working days after your order is placed. Once your order is placed we do not allow alterations to sizing, material or images, nor do we permit refunds to be given in the event that these terms were overlooked and blindly agreed to. If you receive a custom/made to order item from us that is incorrect you may contact our support team with your order number in the subject line and they will be happy to assist you in an exchange for the correct items originally ordered. We do not allow refunds due to impatience or in the event of unforeseen circumstances.