Contact us

As soon as you place an order with us, you will automatically receive an order confirmation to your provided email address. Please also check your spam folder, as automated emails may sometimes mistakenly end up there. If you can't find it there either, please contact us via WhatsApp.

Once we hand over your package to our logistics provider, we will send you a shipping confirmation including a tracking number and link via email. Please also check your spam folder. If you haven't received a shipping confirmation after 2 business days, please contact us via WhatsApp, and we will resend it to you.

To ensure quick shipping, your order is immediately forwarded to our shipping warehouse after completion. If you wish to make changes to your order, please inform our support as soon as possible. In some cases, changes or cancellations may no longer be possible. Please return the order to us as a return shipment once you have received it.

We strive to prepare your package for shipping and hand it over to DHL as quickly as possible. Shipping within Germany takes 1 to 3 business days. Within the EU, shipping usually takes 2 to 5 business days. Shipping to the USA takes approximately 7–10 business days. Please note that during high order volumes (e.g., special sale events), delivery times may be slightly longer. Thank you for your patience and understanding.

Orders with a value of 80 € or more are shipped free of charge within Germany. If the order value is below 80 €, shipping within Germany costs 5.90 €. For orders within the EU, shipping is free for order values of 120 € or more. If the order value is below 120 €, the shipping costs depend on the weight of the package. The respective shipping costs are displayed at checkout.

Once we hand over your package to our shipping provider, we will send you a shipping confirmation with your tracking number and link via email. Please check your spam folder if necessary, as these automated emails may sometimes mistakenly end up there.

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

At Moze, you can choose from various payment methods:

PayPal:
Pay securely and quickly by saving your data once. Note that tobacco products are excluded from PayPal payments.

Credit Card (MasterCard, VISA, American Express):
Secure payments with 3D Secure Code. The data is encrypted and transmitted to Adyen.

Klarna:
Pay only after you receive the goods. You have 30 days to settle your invoice.

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

Apple Pay:
Pay easily and securely using your Apple devices. Available only in the Safari browser.

Bank Transfer:
Transfer the invoice amount in advance. Your order will be shipped after payment is received.

Sometimes payment reminders may overlap with payments already made. Please ignore the email if you have already paid. Your order will automatically be canceled after 10 days without payment receipt. For questions, please contact our support team.

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

We’re sorry you’re not satisfied with the product you purchased from us. You can exercise your right to return the item and send it back to us within 14 days. Please note that you are responsible for the return shipping costs and that the item must be in unused, original condition, including the original packaging. Returns should be sent to the following address:

Moze GmbH
An der Haarbrücke 6
49716 Meppen

Refunds are usually processed within 2–3 business days after the return has been handled. Depending on the payment method and bank, it may take longer. Refunds are generally issued via the same method used for the original payment.

Unfortunately, the item does not seem to have been returned in its original condition. Our returns department thoroughly inspects all returns. If an item shows defects, the return must be rejected. You can reply to the return rejection email to explain the situation.

We’re very sorry to hear that and apologize for the inconvenience. Please contact our support team via WhatsApp or call and send us photos of the damaged item, including the outer packaging. We will review the case and get back to you as soon as possible. Please keep the outer packaging until you hear from us, as it is needed for the damage claim.