Frequently Asked Questions

• 01. How and why is it worth registering on TheMooder.com?

  Registering for the first time is very simple.

  Once you have entered the themooder.com website, click on the second icon in the icon menu at the top right, and select the "Create an account" option.

  You do not need to be registered to browse and purchase on our site.

  However, if you create an account you can take advantage of the following advantages: you will have the ability to create wishlists, save your personal data, including multiple shipping and payment addresses for faster checkout.

  You can also easily make returns and track orders.

• 02. What to do if I forget my password?

  Don't worry if you forget your password.

  Simply click on "Login" (in the icon menu at the top right of the homepage) and choose the "Forgot your password?" option.

  Enter your email address, click submit and we will send you a link to create your new password.

• 03. What to do if the password doesn't work?

  If you are an already registered customer and your password no longer works, choose the "Forgot your password?" option. and follow our instructions to create a new one.

• 04. How and why should I sign up for the newsletter?

  Subscribing to our Newsletter gives you the opportunity to receive previews of new collections and to take advantage of special and personal promotions.

  Simply enter your email address in the appropriate section at the bottom of each page of our site.

  You can cancel your subscription at any time.

• 05. How do I find a specific item?

  TheMooder.com has a system that facilitates searches on the site:

  Simply use the search space at the top right of the Homepage with the magnifying glass symbol. After typing the first 3 characters of what you are looking for, you will be offered the most relevant articles.

  Alternatively you can use the search by product category.

• 06. Do the images accurately portray the product?

  TheMooder is committed to optimizing the accuracy of the images depicting the articles on the site. However, the display of their colors depends significantly on the computer monitor used by the user, and we cannot guarantee a perfectly realistic level of accuracy on each individual device used.

  If you have any questions about photos, colors or product features, please do not hesitate to contact customer service at customercare@themooder.com

• 07. Why are some items out of stock?

  Since our items are assorted in limited quantities and may therefore run out, we constantly update the site with the latest product availability.

  As we cannot always guarantee the availability of all products, our customer service team will be happy to assist you if you are looking for a particular item that you cannot find on our website.

• 08. How do I make a purchase?

  Making a purchase is very simple.

  Wherever you see an item you can easily purchase it by selecting your size and then clicking on "Add to cart".

  If you want to view and/or purchase other items, click on "Continue shopping".

  If you are ready to place your order, select "Proceed to checkout" and follow the simple instructions to complete the purchase procedure.

  To purchase, you can choose to log in (or register, if you are a new user) or check out as a guest.

  In the first case the purchase procedure will be quicker and more streamlined.

  If you encounter any difficulty, do not hesitate to contact us by email at customercare@themooder.com or at +39 0464 552393.

• 09. What payment methods does TheMooder.com accept?

  The following payment methods are accepted:

  • Credit card: Visa, MasterCard, JCB, American Express and Carte Bleu circuits.
  • Bank transfer.
  • Paypal
  • Cash on delivery (only on request by writing to customercare@themooder.com ): cost €5.00

  For more information, visit the Payments page or write to customercare@themooder.com

• 10. How do I make sure you have received my order?

  After placing your order, you will receive a confirmation email.

  In case you have not received it, we recommend that you check your junk mail box (sometimes it happens that emails end up in spam).

  If you also did not receive the confirmation email in your spam inbox:

  • If you logged in before placing your order, you will find the summary of your order in the specific section of your personal area on TheMooder.com
  • If you purchased as a "guest", write to customercare@themooder.com to make sure the order is ok.
• 11. When will I receive my order? What are the shipping times?

  All orders are shipped the next business day after ordering.

  Orders placed after 1pm (GMT+1) on Friday are shipped the following Monday.

  Our estimated delivery times for national shipments (Italy) are 3 days maximum. We generally deliver in a maximum of 2 days but for remote areas and islands it may take 3 days.

  Estimated delivery times for Orders shipped to Europe are 4 working days, and 4-6 working days for orders shipped to the rest of the world.

  For further information, see the Shipping and deliveries page.

• 12. What are the shipping costs?

  For Italy , shipping costs are €5 for purchases up to €100 , while shipping is free for orders over €100 .

  For international shipments , costs vary according to the area:

  • Europe Eurozone: from €8 to €17
  • Europe outside the eurozone: €25
  • USA and Canada: €25
  • Hong Kong, China, Korea and Japan: €39
  • Russia: €45
  • Rest of the world: €50

  For more information, visit the Shipping and Deliveries page.

• 13. If I purchase outside the EEC, do I have to bear the VAT costs?

  Shipments outside the European Union are exempt from Italian VAT, but require the payment of import taxes required by the country of shipment, expenses which are exclusively borne by the customer.

• 14. How do I use and apply promotional codes?

  If you wish to purchase using a Discount Code, you must first select the size of the desired product(s) and click "Add to Cart".

  Then enter your cart (bag-shaped icon at the top right), and enter the alphanumeric code in the space called "Discount codes".

  Then click on the "Apply coupon" button.

  At this point, if the Code entered is correct and valid, your cart will show you the new discounted amount.

  Remember that promotional codes:

  • they are not cumulative
  • they must be used individually
  • they generally have an expiration date
• 15. Can I return one or more items?

  If for any reason you are not satisfied with your purchase, you can return unused items by choosing one of the following options:

  • change size
  • store credit
  • reimbursement

  Returns and refunds are valid and possible within a maximum of 15 days from receipt of the goods and must be managed with the indicated courier.

  Before proceeding with any shipment it is necessary to obtain return authorization from Customer Care by writing an email to customercare@themooder.com

  TheMooder.com staff will provide all the necessary information within a maximum of 2 working days.

  Refunds will be processed in a maximum of 2 working days from the moment the items arrive at our Stores, verified and accepted.

  For more information on returns and refunds, please see TheMooder.com Returns and Refunds page

• 16. How does the return work?

  You have up to 15 days from the date you received the package to return the items. Before proceeding with any return, it is necessary to obtain authorization from Customer Care by writing an email to customercare@themooder.com

  For more details on the return procedure, please see the Replacements and Returns page on TheMooder.com