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Returns and Exchanges

Returns & Exchanges

We hope that you are delighted with every order you receive from MOOS online store, however if you are not perfectly satisfied with your items, you have 14 days upon delivery to return them to us for a refund or exchange. 

Please note that for the items on sale are eligible only for exchange.

RETURN AND EXCHANGE POLICY

We offer full refunds on items bought at full price. Please note that sale items are eligible for exchange only.

MOOS will only accept returns on non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached and in its original packaging. If the return parcel does not include the brand’s original packaging an additional 19 Euro fee will be deducted from your refund.  Upon receipt of an order without tags please notify us immediately. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

In case of a returned item that is not in its original condition, 20% off the price of the item will be deducted from the refund. 

The refunds should appear on your bank statement in up to 14 business days (how long depends on your card issuer).

Please be aware that customs duties, sales taxes and shipping fee are NOT refundable.

Before your parcel leaves our studios, it is fully checked by our team. However, if you receive an item which you feel is damaged, please contact us immediately.

If you would like to cancel your order before you have received it, please email us at contact@moos.ro

Please note, that duties for your country will be applied and invoiced separately through DHL

TO ARRANGE A RETURN

  • Request an return by mailing us at contact@moos.ro
  • Our team will review your request and send a return label if your order is eligible for a return. 
  • Pack your items securely in the original box and include the original invoice in the package.
  • Print and attach the supplied return shipping label ( you will receive from us) to the outside of the box, removing any other label on the parcel. 

Once the item(s) has/have been received and inspected, a refund will be issued to the original form of payment used to make the purchase and an email will be sent to you.

MOOS monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse this service to anyone.  

TO REQUEST AN EXCHANGE

  • Email contact@moos.ro to request a return and exchange, including your order number and the size / style you wish to receive for the exchange. 
  • To make an exchange, simply order the item you would like as a new purchase.
  • Our team will send you a waybill label to return the item you wish to exchange. 
  • Pack your items securely in the original box and include the original invoice in the package.
  • Print and attach the supplied return shipping label to the outside of the box, removing all other label on the parcel. 
  • Please have the box and item(s) ready for collection at the pre-determined day.

Once the item(s) has/have been received and inspected, a refund will be issued to the original form of payment used to make the purchase and an email will be sent to you.