Shipping policy

Shipping & Returns

Rates & Delivery Times

Order processing and shipping take 24 to 48 business hours. The delivery time then depends on the chosen carrier, averaging 48 to 72 business hours for standard shipping, starting from the shipping date.

Please also consider the day of your order: any order placed the day before or during the weekend will be processed and shipped on the next business day. This processing time cannot be considered a delay.

Delivery times are indicative and depend on external factors related to transportation conditions. Möss cannot be held responsible for any delivery delays, and shipping fees are non-refundable.

Return Policy

Would you like to return a product?

To initiate a return, please email us at hello@moss-paris.com with the following details:

Order number
Product(s) being returned
Reason(s) for the return
Request for store credit or refund
A photo of the product(s) being returned

This will ensure a smooth and prompt processing of your request.

As per current regulations, you have 14 days from the date of receiving your order to request a return.

Return shipping costs for orders delivered within and outside mainland France are the responsibility of the customer.

The returned product(s) must be intact, unopened, and in their original packaging.

There is no need to include any documents inside the package.

We strongly recommend using a shipping method with a tracking number, as we will not accept claims for untracked packages.

If Möss refuses the return, the item will be sent back to the customer at our expense, without any right to compensation. If the return was not pre-approved, a store credit will automatically be issued instead of a refund.

If your order included a gift under certain conditions, and the return lowers the total order amount below the required threshold, the gift must also be returned to receive a refund (see our Terms & Conditions for details).
For example, if the gift was offered for a minimum purchase amount, and the return reduces your order below that amount, you will need to return the gift.

Gifts received through our loyalty program are non-exchangeable and non-refundable.

If you experience an issue with one of your products, please contact our customer service within 14 days of receiving your package.

Requests made after this timeframe cannot be processed.

Refund Processing Time

Once your return has been received, refunds are typically processed within one to two weeks. This may vary depending on shipping times and the verification process at our warehouse.

Shipping & Order Management

Where do you ship?

Möss ships to multiple countries where delivery is available (see the full list). Various shipping methods will be offered at checkout.

How can I track my order?

Once your order is confirmed and processed by our warehouse, you will receive a shipping confirmation email. Click on "Track my order" in the email to access your tracking information.

You can also track your order directly via your Möss account:

Log in by clicking on "My Account" in the top-right corner of our website.
Go to "My Orders" and click on the tracking number to view your package's status.

When will I receive my order?

Delivery times depend on your chosen shipping method and destination country.
Our warehouse operates Monday to Friday. Orders placed on Saturday or Sunday will be processed on Monday. In case of a public holiday, your order will be processed the following business day.

Can I modify my order after placing it?

Unfortunately, we cannot add or remove items from your order once it has been placed. If you wish to return a product after delivery, please refer to our Shipping & Returns section for return conditions.

I entered the wrong shipping address. Can I change it?

If your order has not yet been processed, it may still be possible to modify your shipping address. However, if the order has already been processed by our warehouse, it can no longer be changed.

Please contact us as soon as possible at hello@moss-paris.com.

Can I cancel my order?

If your order has not yet been processed by our warehouse, we can cancel and refund it. Please contact us as soon as possible at hello@moss-paris.com.

Once the order has been sent to the warehouse, it can no longer be canceled. However, you may return the product(s) following our return policy.

Can I change the shipping method after placing my order?

Unfortunately, due to system and logistics constraints, it is not possible to modify the shipping method after your order has been placed.

I had to pay customs fees. Can I get a refund?

For international orders, customs duties and local import taxes may apply. These fees are not included in your order total and remain the customer's responsibility. Möss does not refund customs fees.

Can I reschedule my delivery?

We are unable to reschedule deliveries once they have been processed.