Replacements and Returns
RETURN POLICY
For full details on our returns and exchange policy, please follow the directions below.
You can return any item purchased on TheMooder.com no later than 15 (fifteen) days from the order delivery date by notifying us via email to customercare@themooder.com .
Our Customer Service will provide you, via e-mail within 2 days, with the return authorization and all the information on how to proceed.
Returned products must meet the following requirements:
- The soles of the shoes must be in perfect condition and have no marks of any kind.
- The items must not have been worn, washed or altered and must not show any signs of use.
- Each garment or shoe must be returned with all labels and tags attached, and including all original packaging and accessories (dustbags, hangers, coat covers, etc.) received with the order.
- All footwear and accessories must be returned together with their original box, which is considered to all intents and purposes an integral part of the product itself and which must not have been damaged and/or altered in any way, nor used as the only external packaging.
- Swimsuits must be tried on over your personal underwear. Returns will be refused and sent back to the customer if the items show signs of use.
- Returns must be sent inside TheMooder packaging, which must be well sealed with adhesive tape (if the tape is not personalized, it is preferable to sign with a permanent marker). In the absence of the personalized TheMooder box, a other suitable packaging for shipping the items (packaging that is too large or already damaged should not be used).
In the event that the customer receives defective goods , or that errors occur in shipments by TheMooder.com, the customer is invited to promptly notify via email to customercare@themooder.com
TheMooder.com reserves the right to request photographic evidence before authorizing returns for defective goods and to bear the shipping costs for returning the goods to its warehouses.
In any case:
- Returns authorized by TheMooder.com must be shipped from the same country where the original order was delivered.
- Returns will be sent to the warehouse address indicated in the authorization email.
- TheMooder.com reserves the right not to accept returns shipped with couriers other than the one indicated in the email with the return instructions if delivery involves additional costs for TheMooder.com or requires collection from a branch of the courier itself.
- TheMooder.com also reserves the right to refuse unauthorized returns or returns that do not comply with all the conditions established.
In these cases the goods will be returned to the sender at the original shipping address.
Any acceptance of such returns will however entail a charge of up to 30% of the value of the returned goods depending on the extent of the damage found. - The right of withdrawal for contracts concluded on the TheMooder.com website is excluded in accordance with the art. 59 Italian Consumer Code relating to the supply of tailor-made or clearly personalized goods
For each good to which the exclusion from the right of withdrawal applies, TheMooder.com provides the consumer customer with a specific indication directly in the product sheet.
This category includes all goods made to measure or clearly personalized for the customer.
However, TheMooder.com remains entitled to accept the withdrawal request also for goods excluded from this right, if at its sole discretion it deems it appropriate for justified reasons.
For all aspects not specifically expressed, the European legislation for distance trading applies.
RETURN AUTHORIZATION:
In the return authorization email, Customer Care will indicate/attach all the information in the clearest and simplest way possible to allow the Customer to easily return the purchased products.
NB: TheMooder.com will NOT accept shipments of products without the respective return authorization.
REIMBURSEMENT:
Upon receipt of the package, after having verified the integrity of the items, TheMooder.com will proceed to issue the refund.
TheMooder.com reserves a period of 2 (two) working days before the refund is made, which will take place through the same payment method with which the order was placed.
The refund will be issued in the same currency as the original purchase. Any differences in amounts due to exchange rate fluctuations cannot be refunded.
- For Customers who paid by bank transfer, the refund will be made by bank transfer to a bank account to be indicated to Customer Care by writing to customercare@themooder.com
- For Customers who paid by credit card, depending on the banking circuit of the card, it may take from 5 to 10 working days to see the refund in their bank statement (these times do not depend in any way on TheMooder.com).
- For Customers who paid on delivery (cash on delivery), the refund will be made by bank transfer to a current account to be indicated to Customer Care by writing to customercare@themooder.com
The full amount of the goods will be refunded excluding any shipping costs for delivery and any customs duties.
In the case of returns or size changes , shipping costs will be calculated according to the following table:
NATION |
COST OF RETURN OR SIZE EXCHANGE |
|---|---|
| Italy (excluding Venice and smaller islands) | STANDARD €5.00 |
| Italy : Venice and smaller islands | STANDARD €9.00 |
| Italy : Livigno | STANDARD €40.00 |
| Austria, Belgium, Croatia, Denmark, Finland, France, Germany, Greece, Ireland, Luxembourg, Netherlands, Portugal, Monaco, Spain, Sweden | ECONOMY €12.00 |
| Andorra, Bulgaria, Estonia, United Kingdom, Latvia, Liechtenstein, Lithuania, Norway, Poland, Romania, Slovakia, Slovenia, Switzerland, Hungary, Czech Republic | ECONOMY €14.00 |
| Cyprus, Malta | ECONOMY €19.00 |
| Albania, Bosnia and Herzegovina, Canada, Gibraltar, Iceland, Faroe Islands, Macedonia, Moldova, Montenegro, Serbia, United States, Turkey, Ukraine | ECONOMY €29.00 |
| China, Hong Kong | ECONOMY €45.00 |
| Russia and the rest of the world | ECONOMY €50.00 |