Frequently Asked Questions (FAQ)

As soon as you place an order with us, you will automatically receive an order confirmation at the email address you provided. Please also check your spam folder, as automated emails can sometimes end up there by mistake. If you cannot find anything there either, please contact us via WhatsApp.

As soon as we have handed your parcel over to our logistics provider, we will send you a shipping confirmation including your tracking number and tracking link by email. Please also check your spam folder. If you have not received a shipping confirmation after 2 business days, please contact us via WhatsApp and we will resend the shipping confirmation to you.

To ensure the fastest possible shipping, your order is sent to our warehouse for processing immediately after checkout. If you would like to make a change to your order, please inform our support team as quickly as possible. In some cases, it may no longer be possible to change or cancel the order afterwards. In that case, please simply return your order to us after receiving it.

We do our best to prepare your parcel for shipping and hand it over to DHL as quickly as possible. 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 approximately 7–10 business days. Please note that delivery times may be slightly extended during periods of high order volume, such as special sale campaigns. Thank you for your patience and understanding.

Orders with a product value of 80 € or more qualify for free shipping within Germany. If the product value is below this amount, shipping within Germany costs 5.90 €. Orders within the EU qualify for free shipping from a product value of 120 €. If the product value is below this amount, shipping costs are calculated based on the weight of the shipment. The respective shipping costs will be displayed during checkout.

As soon as we have handed your parcel over to our shipping provider, we will send you a shipping confirmation with your tracking number including a tracking link by email. If in doubt, please also check your spam folder, as these automated emails can sometimes end up there by mistake.

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

At Moze, you can choose from various payment methods:

• PayPal: Pay securely and quickly. Please note that tobacco products are excluded from payment via PayPal.
• Credit card (MasterCard, VISA, Amex): Pay securely with 3D Secure. The data is encrypted and transmitted to Adyen.
• Klarna: Pay only after you have received your goods – you have 30 days to do so.
• SOFORT bank transfer: Fast and secure transaction using your online banking details.
• Apple Pay: Simple and secure payment with your Apple devices – only available in the Safari browser.
• Advance payment: Transfer the amount in advance – your order will be shipped after we receive your payment.

It may happen that payment reminders overlap with payments that have already been made. If you have already paid, you can ignore the email. Your order will be automatically cancelled after 10 days if no payment has been received. If you have any questions, please contact our support team.

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

We are sorry that you are not satisfied with the product you purchased 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 that the goods must be in unused original condition, including the original box.

Returns should be sent to the following address:

The refund is usually issued within approx. 2–3 business days after the return has been processed. Depending on the payment method and financial institution, it may sometimes take a little longer. Refunds are generally issued using the same payment method as the original order.

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

That is very frustrating and does not meet our standards. Please contact our support team via WhatsApp or phone and send us photos of the damaged item, including the outer packaging. We will review the case and get back to you promptly. Please keep the outer packaging until you receive our reply, as we need it for the damage report.