FAQ
Questions about shipping, returns and products
Answers below follow the current Mosss House FAQ and policy pages.
Which countries can this site ship to?
The Shipping Policy lists France, Belgium and Luxembourg as delivery areas and says the site cannot ship to Ukraine. See Shipping Policy.
What are the shipping times?
The listed process time is 1–2 weeks. DPD is listed at about 2 weeks for normal-size products; expedited express for small pieces is listed at 1–2 weeks; EMS for big but light products is listed at 2–4 weeks. The FAQ says times vary by shipping location.
Can I track my order?
After shipping, an email with a tracking number is sent. The FAQ links to 17track.net; you can also email [email protected].
Can I cancel an order?
The Returns & Refund Policy says an order can be cancelled free of charge within 48 hours. If it has shipped, cancellation is unavailable; the policy describes a 30%–50% charge if cancellation is insisted on.
How long do I have to return an item?
The Returns & Refund Policy gives 30 days from receipt to begin a return. Return shipping is borne by the customer; the item must be unused, in original packaging and complete with accessories.
When will I receive a refund?
The FAQ states that after a returned item is received and inspected, the refund is processed within 5 working days; the return policy provides the full conditions.
How can I contact Mosss House?
Email [email protected]. Working time is Monday–Friday, 9 AM–6 PM (GMT+8). Visit Contact Us.