CUSTOMER SERVICE Monday to Friday, 10:00 AM – 3:00 PM For any questions, contact us at customercare@moiandsass.com
RETURN & EXCHANGE POLICY
You have 14 calendar days from the date you receive your order to request a return or exchange.
To be eligible, items must be returned in perfect, unused condition, with all original packaging (box and dust bag) and tags attached. We are unable to accept returns or exchanges that show any signs of wear or damage, or that are missing their original packaging.
MOI&SASS reserves the right to refuse returns or exchanges that do not meet these conditions.
HOW TO INITIATE A RETURN OR EXCHANGE
All returns and exchanges are processed through our portal, powered by Reveni. To get started, please click the link below:
https://returns.reveni.io/moi-sass
SHIPPING COSTS
Original shipping costs, duties, and taxes are non-refundable. Return and exchange shipping costs are calculated based on the total weight of your order.
Returns — shipping fees for one bag:
| Destination | Fee |
|---|---|
| Spain | €6.50 |
| Portugal | €7.90 |
| Balearic & Canary Islands | €9.90 |
| United Kingdom | €9.90 |
| European Union* | €9.90 |
| Rest of Europe** | €9.90 |
Exchanges — shipping fees for one bag:
| Destination | Fee |
|---|---|
| Spain | €3.90 |
| Portugal | €4.90 |
| Balearic & Canary Islands | €4.90 |
| United Kingdom | €6.90 |
| European Union* | €4.90 |
| Rest of Europe** | €6.90 |
| Rest of the World | €12.90 |
* EU countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia, and Sweden.
** Rest of Europe: Belarus, Bosnia, Croatia, Georgia, Iceland, North Macedonia, Moldova, Montenegro, Norway, Russia, Serbia, Switzerland, Turkey, and Ukraine.
For international returns and exchanges, any applicable customs duties or taxes are the responsibility of the customer.
REFUNDS
- Instant refunds are available and will be credited immediately to the account you specify when submitting your return or exchange request through our portal.
- If a non-instant refund method is selected, the refund will be issued to the original payment method used to place the order and will be processed within a maximum of 14 days.
- You will receive an email confirmation once your refund has been processed.
- Sale items shipped outside the EU are final sale and non-refundable.
- MOI&SASS is not responsible for any import duties or taxes incurred on returns, nor for any loss, theft, or damage during return shipment.
SALE ITEMS
Items purchased during promotions or sales outside of Spain are final sale and cannot be returned or exchanged. As an exception, items purchased within Spain may be exchanged for a different colour or model, subject to availability, but are not eligible for a refund. All shipping costs must be covered by the customer.
DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or incorrect, please contact us at customercare@moiandsass.com as soon as possible. We will assess the situation and arrange for a replacement or refund. In these cases, MOI&SASS will cover all shipping and return costs.
PRODUCT COLOURS
We do our best to display product colours as accurately as possible. However, due to variations in screen settings and device displays, we cannot guarantee an exact colour match. If you have any questions about a product's colour before placing your order, please contact us at customercare@moiandsass.com.