Shipping & Returns

SHIPPING

Where is my order?
Once your parcel has left our warehouse you will receive an e-mail with shipping information. Depending on the shipping alternative you have selected, the parcel will be delivered to your home address or to your nearest pickup point. Please note that the postal service can choose to deliver the parcel to the nearest pick-up point.

In the confirmation e-mail, you will find all relevant information regarding your parcel and how to track it. If you did not receive a confirmation e-mail within 24 hours after your purchase, please check your junk mail and contact our
customer service if you did not receive it.

Track your parcel
The tracking number is required when tracking your parcel, it can be found in the shipping information e-mail.

If it has been more than 14 days since you placed your order and you still have not received it, please contact our
customer service here (link to contactform).  Or hey@mooch-shop.com?

How long is the delivery time?
Our goal is always to have your order delivered as fast as possible.
The estimated delivery date depends on the country and the shipping alternative you choose.

Please note that the estimated delivery time is an estimate and that the time may vary depending on external factors that Mooch and its shipping partner cannot control.

These factors may include but are not limited to, extreme weather conditions, technical faults, customs delays, etc.

We always aim to process all orders as soon as possible. All orders are packed and posted during weekdays. Please keep in mind that some shipping partners do not deliver on Mondays.

Please note that delivery times may be longer than usual during promotions. Packages are normally not transported during weekends and local holidays.

I have entered the wrong delivery address
Always double check your order when submitting. Still put down a wrong delivery address, please contact us by
email. hey@mooch-shop.com

Note! Once you have received the email with your tracking number, it means we have already handed over your order to our shipping partner. We cannot change your shipping address. We will then have to wait until your parcel has returned to us. After receiving the parcel we contact you to make new shipping arrangements. The shipping fees will be for your account.

What delivery options do you offer?
We offer standard and express delivery.

We ship worldwide with the exception of the countries below which we, unfortunately, cannot ship to:
    Bulgaria
    Cote d'Ivoire
    Lebanon
    Lithuania
    Macedonia
    Nigeria
    Pakistan
    Ukraine

To find shipping alternatives and estimated delivery time for a specific country, just fill in address and postcode under the section "shipping details" when completing your order.

Can I order online and pick up in store?
No, we do not offer this shipping alternative at the moment.

Import duties & customs
Items shipped within the EU are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price.

Non-EU countries may be subject to VAT and customs duties once the package reaches its destination. You will be responsible for payment of such import duties and taxes.

Mooch is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

If you have any further questions regarding VAT and customer duties, please contact your local customs office for more information.

Where is my parcel being sent from?
We currently have our warehouses in the Netherlands and Indonesia. To guarantee the fastest delivery as possible,  we ship your parcel from one of our warehouses nearest to your location.

RETURN

How do I return my order?

You have the right to return one or several products for a refund within 14 days after receiving your order. If you wish to return or exchange your order, please send it back to us and we will handle your return as soon as possible.

Before you return your order for a refund, please make sure that below is equal to the product you return:
    The product is in the same condition as when it was received.
    The product is in their original containers with labels intact and protective sticker
    Products are purchased directly from our website
    The product is not customized with a personalized monogram
    We do not accept gift card returns

Returns from US and UK
If you placed your order from the United States or the United Kingdom and wish to return your order, please contact us
here (link to the contactform), for further instructions.

For all other countries
Have you already checked our website for another product that you might be interested in?

Seen something nice? Let us know!

If you still want to return your order:

Please pack your order well, including all accessories and state the REASON of exchange and your ORDER number and ship to:

Mooch
f.a.o. returns
Buizerdveld 14
2727 BD ZOETERMEER
The Netherlands


The product must of course be complete in the original packaging and in the same condition as you received it.

If not, you will only receive part of the purchase amount back. How much this depends on the condition of the product and packaging.

Frank your parcel and submit it to the postal agent. Make sure to save the return receipt until we get back to you! Please note that you as a customer are responsible for the return cost. We do not currently offer free returns.

What happens next?
We will send you an e-mail as soon as we start handling your return. In the e-mail, you will be asked if you want to exchange the product or request a refund. Please note that we need you to reply to the e-mail within 10 working days in order to handle your return. If you have not heard from us within 3 weeks of your return, please contact us
here (link to contactform)

Refunds
It takes 5-10 business days for the money to be refunded after we have initiated the refund. We cannot speed up this process. The funds will automatically be refunded to the account the payment was made from.

If you have bought a product with a discount code, we will refund you the amount you have paid. Regarding campaigns such as "buy one get one free" you always have to make a full return for a refund. If you have taken part in a promotion where you received a discount for more purchased products, the price will be adjusted according to the conditions that prevailed during your purchase.

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