Frequently Asked Questions (FAQ)

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

As soon as 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 have not received a shipping confirmation within 2 working days, please contact us via WhatsApp and we will resend the shipping confirmation to you.

To ensure fast shipping, your order is immediately transmitted to our shipping warehouse and processed upon completion. If you would like to make a change to your order, please inform our support as soon as possible. In some cases, it may no longer be possible to modify or cancel the order after it has been processed. Please simply return your order to us as a return after receiving it.

We continue to strive to prepare your package for shipment as quickly as possible and hand it over to DHL. Shipping through our logistics provider takes between 1 and 3 working days within Germany. Within the EU, shipping usually takes between 2 and 5 working days. Shipping to the USA takes approximately 7–10 working days. Please note that due to increased order volumes (e.g., during special sales events), delivery times may be extended. We thank you for your patience and understanding.

Orders with a goods value of 80 € or more are shipped free of charge within Germany. If the goods value is under 80 €, shipping within Germany costs 5.90 €. Orders to the EU are free of charge for a goods value of 120 € or more. If the goods value is under 120 €, shipping costs are based on the weight of the shipment. The respective shipping costs are displayed at checkout.

As soon as we hand over your package to our logistics provider, we will send you a shipping confirmation with your tracking number and link via email. Please also check your spam folder in case these automated emails mistakenly end up there occasionally.

We deliver worldwide. Shipments outside of Germany are delivered with DHL Premium.

At Moze, you can choose from various payment methods:

PayPal:
Pay securely and quickly by storing your data just once. Note that tobacco products are excluded from payment with PayPal.

Credit Card (MasterCard, VISA, American Express):
Pay securely with a 3D Secure code. Your data is transmitted encrypted to Adyen.

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

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

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

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

It can happen that payment reminders overlap with payments already made. Ignore the email if you have already paid. Your order will automatically be cancelled after 10 days without receipt of payment. For further inquiries, please contact our support.

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

It's unfortunate that you are not satisfied with the product you purchased from us. You can make use of your right to return and send your order back to us within 14 days. Please note that you must bear the cost of returning the item and the goods must be in unused 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 processed within about 2-3 working days after the return has been processed. Depending on the payment method and the bank, it may take a little longer. The refund is generally made in the same way as the order was paid.

Unfortunately, it appears that the item was not returned to us 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 email regarding the return rejection to explain the situation.

This is very frustrating and not up to our standard. Please contact our support via WhatsApp or call and send us pictures of the damaged item including the outer packaging. We will look into the case and get back to you promptly. Please keep the outer packaging until we respond, as we need it for the damage report.