Returns and refunds
We hope you enjoy your order! However, if you are not completely happy or have simply changed your mind, you can open an online return request within 14 calendar days from the date of delivery.
The products must be sent back in the exactly same condition you received them: not worn, not washed and returned with all attached tags/labels.
We reserve the right to reject items returned in a condition other than those described above.
Please refer to the link and instructions below for opening an online return request.
Return form
Please enter your email address and follow the instructions given.
Our customer service will send you a return authorization email within a couple of business days.
How do I return my articles?
Once you receive our authorization email:
1. Place the items to be returned preferably in the original box, covering/removing the original shipping labels.
2. Print a copy of the return authorization email you received, and insert it inside the package: this document will facilitate the recognition of the return and speed up the refund.
3. Arrange the shipment with the courier of your choice: the shipping address will be communicated to you via email.
Please note that return shipping costs and any customs duties are borne by the customer.
The return will be under the responsibility of the final customer until the box is delivered to our warehouse. We suggest you to always keep the receipt of the shipment.
REFUND
Once your return shipment arrives at our warehouse, it will be inspected for quality, which may take a few business days.
We will notify you upon receipt of the items. If the return meets our requirements, a refund will be issued within 14 days of the confirmation email. The refund will be processed to your original payment method.
If you do not receive a notification, please contact our Customer Service for assistance.
For returns from Non-EU Countries, any customs charges sustained to import the goods will also be deducted from your refund. Such charges are calculated by the relevant customs office at clearance, and cannot be established beforehand.
Please note that the processing time required to receive your refund depends on the internal procedures of your Credit Institution.
How to return a wrong or defective item
THEMOIRè is committed to offer high quality products and services. Should you, for any reason, have a complaint about an item purchased online (in case of defects and/or non-conformity), please contact our Customer care: customerservice@the-moire.com
Please provide all necessary information, including your order number, and some photos showing the labels of the received item.
Before sending the item, we kindly ask you to wait for a feedback from our Customer Care, that will deal with your complaint as quickly as possible, providing you with all instructionts to send the item back.
