Shipping & Return
At MOAÉ, we are committed to delivering your order as efficiently and safely as possible. we ship worldwide, with fast and fully trackable delivery to every destination in the world.
global shipping
We offer international shipping to all countries. no matter where you are.
If you have specific questions about delivery to your location, feel free to contact us at info@moae.com.
processing time
orders are typically processed within 1–2 business days after purchase. during peak periods or collection launches, processing may take slightly longer.
All shipments are fully trackable. you will receive a tracking number via email once your order has been dispatched.
shipping carriers
we work with trusted international carriers such as DHL, UPS, FedEx, and local postal services to ensure timely delivery.
customs & import duties
depending on your location, customs fees or import taxes may apply. these charges are the responsibility of the customer and are not included in the final checkout price.
we recommend checking with your local customs office for more information.
lost or delayed packages
if your order is significantly delayed or appears lost in transit, please reach out to us at info@moae.com we’ll work with the carrier to resolve the issue as quickly as possible.
Order Updates
We will always keep you informed about the status of your order. Once your package has been shipped, you will receive a tracking number so you can easily follow your shipment.
If you have any questions about your delivery, our customer service team is always ready to assist you.
Thank you for your understanding
We truly appreciate your patience and are confident that you will enjoy your order. Quality and customer satisfaction are our top priorities. If, for any reason, we are unable to meet the expected delivery time, we will inform you as soon as possible.
Article 6 – Returns & Right of Withdrawal
We understand that sometimes you may want to return an item. Perhaps the product does not meet your expectations or you simply changed your mind. Whatever the reason may be, you have the right to return your order within 14 days after receiving it without giving any reason.
To initiate a return, you must contact us via email at:
Please include your order number in your email.
1. Right of Withdrawal
You have the right to withdraw from your order up to 14 days after receiving it, without providing any reason.
After registering your return, you will have an additional 14 days to send the product back.
2. Returns
Customers are responsible for the return shipping costs unless the item is defective or incorrect.
To start a return request, please contact us via info@moae.eu to receive the correct return instructions.
3. Return Deadline
After registering your return, the product must be shipped back within 14 days.
Returns sent after this period may be refused.
4. Shipping Method
All returns must be shipped using a Track & Trace shipping method.
The Track & Trace code must be sent to info@moae.eu immediately after the package has been shipped.
Returns without:
Track & Trace
Valid shipping proof
Proof of delivery
may not be processed.
5. Product Condition
When exercising your right of withdrawal, the product must be returned:
with all original accessories
if reasonably possible
in its original condition and packaging
If a product is returned damaged, used excessively, or incomplete, we reserve the right to apply a reduction in the refund amount or refuse the return.
6. Refunds
After receiving and inspecting your returned item, we will refund the order amount within 14 days.
Refunds will only be issued after:
the product has been received
the product has been inspected
all return conditions have been met
7. Return Address & International Fulfilment
When exercising the right of withdrawal, the product must be returned to the return address provided by us via email.
Since we work with international fulfillment partners, returns are processed via a warehouse outside the European Union, including China. However, returns are also processed within Europe, including in Spain and the Netherlands.
The exact return address will be provided after your return request has been approved.
Returns sent to an address other than the one provided will not be accepted.
8. Risk & Liability
The risk of loss, damage, delay, or non-delivery of the return shipment lies entirely with the customer once the package has been shipped.
If a return shipment cannot be confirmed as delivered to our warehouse, the right to a refund may be void.
9. Order Cancellation
Orders can be cancelled within 24 hours after placing the order.
Cancellation requests must be submitted via email to:
After this period, the order cannot be cancelled and the normal return procedure must be followed.
10. Proof in Case of Disputes
All communication, tracking information, and shipping confirmations may be used as evidence in the event of payment disputes or claims through payment providers or credit card companies.
11. Sale Items
Please note: items purchased during sales, discounts, or promotional campaigns may not be eligible for free returns. Return shipping costs may be the responsibility of the customer.