Returns & Refunds

Return Window

You may request a return within 14 days after delivery, provided that the item is in its original condition: unworn, unused, and with all original packaging and accessories included.

How do I start a return?

To initiate a return, please send an email to help@moae.com within 14 days after delivery.
Your email must include your order number, the reason for the return, and clear photos and videos of the item.

Please provide as much visual detail as possible so our team can quickly verify whether the product is in perfect condition or if there is a visible issue. Returns sent without prior approval or without sufficient visual evidence may not be accepted.

Conditions for Returns

• Only items with manufacturing defects or incorrectly delivered items are eligible for a refund.

• Returns due to personal preference (such as size, fit, or style) are only eligible for store credit or exchange.

• Products must be returned in original, unused condition, with all packaging and accessories intact.

• Returns sent without approval or outside the return window may not be processed.

Refunds

Once your return has been received and inspected, you will be notified by email.
If approved, the purchase amount will be refunded to the original payment method within 7 to 10 business days. Processing times may vary depending on your bank or payment provider.

Shipping costs are non-refundable, unless the return is due to an error on our part (defective or incorrect item).

Exchanges

To exchange a product for a different color or style, please email help@moae.com.
Exchanges are subject to product availability and must meet the same return conditions outlined above.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect.
We recommend using a tracked shipping service to ensure safe delivery of your return.

Non-Returnable Items

• Gift cards

• Products received free of charge as part of promotional offers (for example, free items added to your order)

• Items that show signs of wear, misuse, or damage after delivery

Please note: Free items included in promotional bundles or gifts (such as offers where additional products are provided at no cost) are not eligible for refunds or store credit. These items are provided as a complimentary service.

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:

info@moae.eu

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:

info@moae.eu

After this period, the order cannot be cancelled and the normal return procedure must be followed.

10. 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.

11. 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.