Frequently Asked Questions
Delivery
Have it delivered?
To make it easy for you, when you place a new order, we pre-fill your address as the delivery address. Of course, you can change that address and have your order delivered to your work, friends or family. Just enter a different address when checking your details. We'll make sure your order gets to the right destination.
When will my order be shipped?
If you order before 4:30 p.m., your order will be shipped the same day on weekdays. Saturday and Sunday orders will go along with Monday's.
Will I receive notifications when my order has shipped?
Yes! As soon as the shipment has been created, you will receive immediate notification via e-mail. During the shipping process you will be informed directly by the carrier about the status of the package. You can easily follow your package via Track & Trace and view the expected delivery time.
What is the delivery time?
The delivery time of your package is generally fixed. However, exceptions such as holidays, as well as ad hoc delays at the carrier, can cause some delay. Is your delivery address in a remote area? Please allow at least one additional business day.
1business day
Netherlands
Belgium
Germany (western part)
Luxembourg
2 working days
Wadden Islands (NL)
Germany (other)
France
Monaco
United Kingdom
Poland
Austria
3-4 working days
Estonia
Finland
Hungary
Spain
Portugal
NB: Within the Netherlands and Belgium, Saturday also counts as a delivery day. Is your destination not listed above? Contact customer service and we will look into it with you!
How do I quickly find an article?
You can search for an item using our search bar at the top right:
1) Enter a term.
2) If necessary, specify the category (e.g., tents).
3) Click search.
What are the return shipping costs?
Shipping costs are at your own expense.
Payments
What payment methods are there?
iDEAL - Pay directly through your Dutch bank.
Bancontact - Secure online payment for Belgian customers.
Sofort Banking - Direct bank transfer for European customers.
Visa / Mastercard / Amex / Maestro / UnionPay - Credit cards and debit cards accepted worldwide.
Apple Pay - Pay quickly through your Apple device.
Google Pay - Super fast checkout with your Google account.
Shop Pay - Accelerated checkout for Shopify stores.
PayPal - Pay easily with your PayPal account.
Can I cancel an order?
Because we process and ship orders immediately before 4:30 p.m. on weekdays, cancellation after the order is usually not possible. Do you order over the weekend? Then we will process your order on Monday and you can contact us immediately after placing your order to see if we are still on time.
How soon will I be refunded after canceling?
Once we have processed your cancellation request, a refund period of 14 calendar days applies.
Exchanges, returns and warranty
Can I exchange my item(s)?
Yes, you may if the item is incomplete, damaged or defective 7 days after the package arrives. This can be done free of charge within the warranty period.
Can I return my item(s)?
If you wish to return an article, you must always state your order number, so that we can process the return quickly and correctly.
When purchasing products online, you have the option to cancel without giving any reason for 14 calendar days. This period starts the day after receiving the article. If you exercise the right of withdrawal, you can return the product with all delivered accessories and - if possible - in its original condition and packaging. If you exercise your right of withdrawal, only the shipping costs of the return will be for your account.
Wrong or defective item received
In the unlikely event that you have received a defective or wrong product, please report it to team@mooiys.com Any shipping costs for returning the product will be at our expense.
Your purchase amount
We will refund your purchase amount as soon as possible, but at the latest within 30 calendar days. As well as the shipping costs incurred when returning the product, if the fault lies with us.
Return address
You can return your items using the return form.
What is the repair cost for my item?
Within the warranty terms, you don't have to pay anything. If the damage does fall out of warranty, you will receive a quote before the repair is carried out. You can always refuse. If you agree, we will try to repair the item as quickly as possible.
Do I have a warranty on my items at Mooiys.com?
Yes, from the moment you purchased the item, it comes with a 1-year warranty. At mooiys.com, your invoice is your proof of warranty.