FAQ

My order

I have not received an order confirmation
If you have not received an order confirmation, please contact our customer service at customerservice@mosmosh.com

Can I change or cancel my order?
Once you have received an order confirmation, it is not possible to cancel or modify your order.
If you notice a mistake in your order, please contact our customer service at customerservice@mosmosh.com as soon as possible, and we will do our best to assist you.

How do I use my discount code?
You can apply your discount code at checkout. There is a field labeled "Discount code or gift card", where you can enter your code.

I forgot to use my discount code?
Unfortunately, it is not possible to apply a discount code after an order has been completed.

Shipping

When will I receive my order?
We aim to deliver your order within 2-5 business days. For Ireland, delivery may take 5-7 business days (if the order is placed before 12:00 noon on the given day).

Can I track my order?
In your shipping confirmation, you have received a tracking link for your order.
Once your order has been shipped, you will receive this email with your tracking link.
The link becomes active once the carrier has collected 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 your item and place a new order. We always offer free shipping and make return shipping easy and convenient for you using our return portal.

How do I return my order?
If you wish to make a return, you can register your return in our return portal.

GLS: https://www.gls-returns.com/#/m/mosmoshweb
DHL: https://econnect.dhlparcel.eu/return-portal/a2a00ef7-2a5d-48b5-9184-3f02dcdca5b0

The return must be packed together with the return note, which was included with your order.

How to proceed:
• Fill in the return portal with your order number, email, address, and reason for return
• You will receive a return label via email, which must be printed and attached to your return parcel
• Drop off your return. Remember to request a drop-off receipt

MOS MOSH offers a 30-day return policy. A return handling fee will be deducted from the refund amount upon return.

*You can find your order number on your return note and in your order confirmation.

For returns of our Reloved items, please use the return label provided with your order.

Can I track my return?
You can track your return using your tracking ID, which can be found on your drop-off receipt or return label. You can track your return using the tracking ID found on your return label. When you created your return, you received a link to track your return with GLS or DHL. To track it with GLS, please enter the postal code 7100 or 7120.

For international returns, tracking may show that your package has arrived at a shipping hub, but your return will only be processed once it arrives at our warehouse in Vejle, Denmark. This can take 1-5 business days.

Have you received my return?
Once the package has been processed at our warehouse in Denmark, you will receive an email regarding your refund. Your return will be received at a shipping center in Germany. Your return will be processed once we receive it at our warehouse in Vejle, Denmark. Your return will be handled and refunded as quickly as possible after it is received at the warehouse.

When will I receive my refund?
We process returns as quickly as possible after receiving them. Once your return has been processed and we have refunded your purchase amount, you will receive a confirmation email.
Refunds are issued only to the original payment method used for the purchase.
Depending on the payment method, it may take a few days before the amount is visible in your account. A return handling fee of 3,95 EUR will be automatically deducted when we refund your purchase.

Payment

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

• Visa
• Maestro
• MasterCard
• Paypal
• Klarna
• iDeal

My order was cancelled, what happens to my payment?
If money has been withdrawn from your account despite the order being canceled, this amount has been reserved by your bank. The amount will automatically be refunded to your account within 2-5 business days. If you chose to pay with Klarna invoice, the invoice will automatically be removed from Klarna.

Complaint

How do I make a claim for an item?
If you experience an issue with an item or wish to file a claim, please contact our customer service at customerservice@mosmosh.com.
Please provide your order number, a description of the issue, and attach photos.
Our customer service team will assist you in either exchanging the item or issuing a refund.

Note: If the item was purchased from one of our retailers, the claim must be handled directly with that retailer.

ReLoved - Second Hand 

Trade-in – What can be returned?
All items purchased from our webshop can be returned through our trade-in program.

How long is my voucher valid, and where can I use it?
Your voucher is valid for 100 days from the day you receive it and can be used throughout our webshop.

MOS MOSH items purchased from a retailer
We regularly run campaigns with our ReLoved program. In this context, you can trade in items purchased from our retailers. For example, during a jeans campaign for ReLoved, you can trade in all MOS MOSH jeans. You can search for your item by entering the style number or style name, which can be found on the care label. If the style number or style name does not appear during the trade-in process, the item is not part of the campaign.

Returning an item purchased with a voucher
If you return an item purchased with a voucher, the amount will be credited back to the same voucher. You can use the voucher again once you receive an email confirming the refund.

Returning a ReLoved item
If you wish to return a ReLoved item, please use the return label included in the package upon receipt. If you did not receive a return label with your ReLoved purchase, please contact our customer service at customerservice@mosmosh.com.