Frequently Asked Questions (FAQ)

As soon as you place an order with us, you’ll automatically receive an order confirmation at the email address you provided. Please also check your spam folder, as automated emails can occasionally end up there by mistake. If you still can’t find anything, just contact us via WhatsApp.

As soon as we hand your package over to our logistics provider, we’ll send you a shipping confirmation by email, including your tracking number and tracking link. Please also check your spam folder. If you still haven’t received a shipping confirmation after 2 business days, message us on WhatsApp and we’ll send it to you again.

To ensure the fastest possible shipping, your order is forwarded to our fulfillment warehouse and processed immediately after checkout. If you’d like to make changes to your order, please contact our support team as quickly as possible. In some cases, changes or cancellations may no longer be possible after the fact. If that happens, simply send your order back to us as a return after you receive it.

We’re still doing our best to get your package ready for shipment as quickly as possible and hand it over to DHL. Shipping within Germany takes between 1 and 3 business days. Within the EU, shipping usually takes between 2 and 5 business days. Shipping to the USA takes around 7–10 business days. Please note that delivery times may be slightly longer during periods of increased order volume (for example during special sale events). Thanks for your patience and understanding.

Orders of €80 or more are shipped free of charge within Germany. If the order value is below €80, shipping within Germany costs €5.90. Orders shipped within the EU are free of charge from an order value of €120. If the order value is below €120, shipping costs depend on the weight of the shipment. The exact shipping costs are shown at checkout.

As soon as we hand your package over to our shipping provider, we’ll send you a shipping confirmation email with your tracking number and a tracking link. If in doubt, please also check your spam folder, as these automated emails can occasionally end up there by mistake.

We ship worldwide. Shipments outside of Germany are sent with DHL Premium.

At Moze you can choose from several payment methods:

PayPal: Pay securely and quickly by saving your details once. Please note that tobacco products are excluded from PayPal payments.

Credit card (MasterCard, VISA, American Express): Secure payment with 3D Secure code. Your data is transmitted to Adyen in encrypted form.

Klarna: Pay only after you’ve received your goods. You have 30 days to settle your invoice.

SOFORT bank transfer: Use your online banking details for a fast and secure transaction.

Apple Pay: Simple and secure payment with your Apple devices. Available only in the Safari browser.

Bank transfer in advance: Transfer the invoice amount in advance. Your order will be shipped once payment has been received.

It can happen that payment reminders overlap with payments that have already been made. Ignore the email if you’ve already paid. Your order will be automatically cancelled after 10 days without payment. If you have any questions, please contact our support team.

You can enter your voucher code in the cart in the field “Enter voucher code”. The voucher value will be deducted from your order automatically. Vouchers cannot be combined and exclusions may apply. In case of cancellation, the amount actually paid will be refunded.

Sorry to hear you’re not satisfied with the product you bought from us. You can make use of your right of return and send your order back to us within 14 days. Please note that you are responsible for the return shipping costs and the item must be unused and in its original condition, including the original box.

Returns should be sent to the following address:

Moze GmbH
An der Haarbrücke 6
49716 Meppen

Refunds are usually issued within about 2–3 business days after the return has been processed. Depending on the payment method and bank, it may take a little longer in some cases. The refund is always made via the same method that was used for the order.

Unfortunately, it seems the item was not returned to us in its original condition. Our returns department checks all returns thoroughly. If an item shows signs of use or defects, the return must be rejected. You can reply to the return rejection email to explain the situation.

That’s really annoying and not up to our standard. Please contact our support team via WhatsApp or phone and send us photos of the damaged item, including the outer packaging. We’ll look into it and get back to you as soon as possible. Please keep the outer packaging until we reply, as we need it for the damage report.