Replacements and Returns
RETURN POLICY
STANDARD CONDITIONS TO REQUEST A RETURN:
If you are not completely satisfied with your purchase, you may return any item purchased on TheMooder.com within 14 (fourteen) days from the delivery date.
You can request a return:
- DIRECTLY FROM THE THEMOODER WEBSITE (recommended): by accessing your personal area on TheMooder.com (very simple and fast process; you do not need to have created an account beforehand).
- VIA EMAIL: by writing to customercare@themooder.com and providing your order number, first name, and last name.
In both cases, within 2 business days, our Customer Care team will provide return authorization and all necessary instructions.
GUIDE TO REQUEST A RETURN/EXCHANGE DIRECTLY FROM THEMOODER.COM WITHOUT EMAIL (note: you can use this process even without a registered account):
- Go to themooder.com and click the person-shaped icon 👤:
- On desktop: icon 👤 is at the top-right corner.
- On smartphone/tablet: open the menu (three lines in the top-right corner), then find the 👤 icon at the bottom right.
- Enter your email address (Note: it must match the one used for the order).
- Click "Continue" and wait for the 6-digit code sent to your email.
- Enter the code and press "Submit".
- A page will appear showing your orders.
- Below each item eligible for return, you will see two buttons: “Buy Again” and “Request Return”.
- Click on “Request Return”.
- Select the item(s) you wish to return or exchange.
- If requesting a size exchange, specify in the notes the item and desired size.
Our customer support team will confirm your request and email you instructions within 2 business days.
RETURN REQUIREMENTS
Returned products must meet the following requirements:
- Shoe soles must be in perfect condition without any marks.
- Clothing must not have been worn, washed, or altered and must show no signs of use.
- All items must include original tags, packaging, and accessories (dust bags, hangers, garment covers, etc.).
- Shoes and accessories must be returned in their original box, which must not be damaged or used as external packaging.
- Swimwear must be tried on over personal underwear. Returns will be refused if the items show signs of use.
- Items must be returned inside TheMooder packaging, properly sealed with tape (if not custom tape, mark it with permanent marker). If unavailable, use suitable, undamaged alternative packaging.
DEFECTIVE ITEMS OR SHIPPING ERRORS
If you receive defective merchandise or there is a shipping error from TheMooder.com, please notify us promptly via email at customercare@themooder.com.
Defects or errors must be reported within 14 days from delivery. TheMooder.com may request photographic evidence before approving returns and will cover the return shipping costs in such cases.
Additional rules:
- Authorized returns must be shipped from the same country where the original order was delivered.
- Returns must be sent to the warehouse address provided in the return authorization email.
- TheMooder.com may refuse returns shipped using a courier different from the one specified if additional costs or branch pickups are required.
- TheMooder.com also reserves the right to refuse unauthorized returns or those that do not meet the conditions. The items will be sent back to the original address. If accepted, a fee up to 30% may be charged depending on damages.
- The right of withdrawal is excluded under Italian Consumer Code Art. 59 for custom or clearly personalized items.
For items not eligible for withdrawal, TheMooder.com will indicate this in the product description. These include made-to-measure or personalized goods. However, TheMooder.com may, at its sole discretion, accept return requests for such items.
All matters not specifically mentioned are governed by EU regulations on distance selling.
RETURN AUTHORIZATION
In the return authorization email, Customer Care will provide clear and simple instructions to facilitate the return process.
Note: TheMooder.com will NOT accept product shipments without return authorization.
REFUND
Upon receipt and inspection of the returned package, TheMooder.com will issue a refund.
TheMooder.com reserves up to 2 business days to process the refund via the original payment method.
Refunds are issued in the same currency as the original transaction. Currency fluctuation differences will not be refunded.
- For bank transfer payments: refunds will be made via bank transfer (send your bank details to customercare@themooder.com).
- For credit card payments: depending on the bank circuit, refunds may take 5–10 business days to appear (this is beyond TheMooder.com's control).
- For cash on delivery payments: refunds will be made via bank transfer (provide your bank details via email).
- For PayPal payments: refunds will be issued to your PayPal account.
- For Klarna payments: refunds will go to the same card used for purchase.
In the case of a RETURN, the full amount of the merchandise will be refunded, excluding return shipping costs and any related customs duties.
In the case of a SIZE/MODEL EXCHANGE, only the return shipping cost is the customer’s responsibility. The shipping of the replacement item will be covered by TheMooder.com.
Return shipping fees are calculated based on the following table:
COUNTRY |
RETURN OR SIZE EXCHANGE COST |
|---|---|
| Italy (excluding Venice and minor islands) | STANDARD € 5.00 |
| Italy: Venice and minor islands | AT CUSTOMER’S EXPENSE |
| Italy: Livigno | STANDARD € 40.00 |
| Austria, Belgium, Croatia, Denmark, France, Germany, Luxembourg, Netherlands, Portugal, Spain | ECONOMY € 15.00 |
| Bulgaria, Estonia, Finland, UK, Latvia, Lithuania, Poland, Monaco, Romania, Slovakia, Slovenia, Sweden, Hungary, Czech Republic | ECONOMY € 19.00 |
| Cyprus, Malta, Ireland, Switzerland | ECONOMY € 25.00 |
| Albania, Andorra, Canada, Corsica, Greece, Liechtenstein, Macedonia, Moldova, Montenegro, Norway, Serbia | ECONOMY € 39.00 |
| China, Hong Kong, Gibraltar, Russia, Turkey, USA | FULLY AT CUSTOMER’S EXPENSE |
| Rest of the world | FULLY AT CUSTOMER’S EXPENSE |
* IMPORTANT: In case of return of 2 or more pairs of shoes from the same order, return costs will increase by 50% as a handling fee.
Example:
An order of 3 pairs of shoes shipped to Italy: if 2 pairs are returned, the customer will be charged € 7.50 (i.e., € 5 + 50% of € 5).