We hope that your experience with moiino.com is as effortless as possible, however, we do acknowledge that questions may arise.
Where is my order?
This is a question we frequently get asked to we put together a shipping guide here and you can track your order here. Please note customers are responsible for any customs and tax charges for their order.
All our orders are subject to customs charges, depending on the country you are shipping them to. We recommend you check your countries policy on this prior to ordering. Usually, a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges.
Something is missing from the order
While our packers are pretty great at getting your order together, very rarely they may leave an item out from the order. If this happens, please just reach out to us and we can get this sorted for you. If this happens, we will require a photo of what you received for verification purposes.
Amendments and Cancellations
If you need to make changes to your order, you will need to contact us within 24hrs of placing the order.
- You must contact us within 24 hours.
- We cannot cancel your order once it has already been shipped.
- You can view our full refund policy here.
My Item Arrived Damaged
We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.
If this happens to you, please reach out with:
- Your order number.
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
If we still haven't managed to answer your question please feel free to contact us and we'll get back to within 24hrs :)