FAQ

My order

I did not receive an order confirmation
If you did not receive an order confirmation, please contact customerservice@mosmosh.com

Can I change or cancel my order after it has been confirmed?
Once you receive an order confirmation, it is no longer possible to change or cancel your order.

How do I use my discount code?
Enter your discount code in ‘Checkout’.

Shipping

When will I receive my order?
We will do our very best to deliver your order within 2 -5 business days.

Can I track my order?
Once we have shipped your order, you will receive an email with a tracking link. The link becomes active as soon as the carrier has picked up and scanned your shipment.

Which countries do you ship to?
Click on the link to see which countries we ship to: https://mosmosh.com/pages/shipping-returns

Returns and refunds

Can I exchange an item?
It is not possible to exchange an item. You can instead return the item and place a new order.

How do I return my order?
If you’re not satisfied with your purchase, you can return the item. MOS MOSH offers a 30-day return policy that applies from the day you receive your goods. We offer free returns with the prepaid return label.

Have you received my return?
As soon as your return has been handled you will be refunded through the original payment method you chose for your order. The transaction usually takes 2-5 working days and you will receive a confirmation by e-mail once the refund has been issued.

When will I receive my refund?
Once your returned items have reached us and we have processed the return order, we will transfer the purchase amount to your account as soon as possible. We only refund to the payment card or bank account with which the goods were purchased.

Payment

What payment methods do you offer?
We offer the following payment methods:

  • Visa
  • Meastro
  • MasterCard
  • Paypal
  • Klarna
  • iDeal

My order was cancelled, what happens to my payment?
The amount has only been reserved by your bank and will automatically bounce back to your account. If you chose to pay with Klarna invoice, the invoice will automatically be removed from Klarna.

Complaint

What do I do if I want to complain about an item?
If you discover a defect in your item, please contact our customer service. Remember to state your order number and the error on the item. Our customer service helps you further in the process by either exchanging the item or giving you your money back.

Note: If the item is purchased from one of our retailers, you cannot make a complaint at MOS MOSH. You must, however, contact the retailer where the item was purchased.