Return and Cancellation Policy

Not satisfied with your order?

At Moor & Co, we want you to be completely satisfied with your purchase. If that’s not the case, you have two simple options:

You can return your unused item within 14 days of receipt for a refund.
If your item arrived damaged or defective, simply send us a clear photo of the issue. In most cases, our customer service team can resolve the problem quickly without requiring a return.

Once your return has been received or your photo approved, we will process your refund within 24 hours. Please note that it may take a few days for the refunded amount to appear in your account, depending on your payment provider.

Your satisfaction is our top priority, and we are here to resolve any issue quickly and easily.

Returns via Post

You have up to 14 days after the delivery date to exchange your item for a different size or color, or to request a refund.

Important return policy notes:

Items purchased as part of value packages or special offers cannot be returned.
Due to the nature of liquid or gel products, we cannot accept returns for these items.

Hygiene regulations for personal items:
For safety reasons, some items cannot be returned or refunded, including:

Bras, lingerie, and underwear
Make-up, skincare, or cosmetics
Opened lotions, gels, or body care products
Shapewear or any item that has direct skin contact

These items fall under intimate or hygiene products, and once they leave our warehouse, we cannot guarantee they are unused. This is standard industry practice and complies with health and safety regulations.

We also cannot accept returns if:

The product has been used, repaired, or altered in any way
The return is due to external regulations concerning materials (e.g., legal safety or composition requirements)

If you’re unsure whether an item can be returned, please contact us first.

How to Contact Us

Step 1 – Contact us first:
Before returning an item, please email us at info@moorandco.com to obtain the correct return address. We operate multiple distribution centers, so it’s important to confirm which warehouse your order was shipped from.

⚠️ Returns sent to the wrong address cannot be processed, and no refund will be issued.

Step 2 – Order Cancellations:
To cancel your order, contact us immediately at info@moorandco.com.

Full order cancellation: If we receive your cancellation request within 12 hours of placing your order and before shipment, we will process the cancellation. A cancellation fee of €5 will be deducted to cover processing and payment handling fees.
Partial order changes: If you want to modify your order (e.g., remove an item or reduce quantity) within 12 hours and before shipment, no fee will be charged.

⚠️ Once an order has shipped, we cannot cancel or modify it. Do not refuse delivery, as refused packages may not return to our warehouse, and refunds cannot be issued.

Damaged or Incorrect Items

If your item arrived damaged or faulty, contact us within 14 days of receiving your order.

Send a clear photo of the problem, showing both the product label and damaged area.
Reports after 14 days are not eligible for a refund or replacement.

If damage is confirmed within the return window, we will either send a replacement or refund the amount, depending on your preference.

Return Shipping Costs

If returning due to dissatisfaction, you are responsible for return shipping costs. Returns must be made within 14 days of receipt.
Return shipping costs are non-refundable.
Approved refunds will deduct original shipping charges, if applicable.
Delivery times for exchanges or replacements may vary by location.

📦 We recommend using a trackable shipping service or shipping insurance. We cannot guarantee receipt of your returned item without tracking confirmation.

🔁 Note: Our headquarters are in Asia, so returns must be sent to our supplier. Please be prepared to cover international shipping costs.

Important Notes

Refused deliveries: Orders cannot be canceled once processed (usually within 12 hours). Refused packages may be sent to the wrong address, and we cannot issue refunds.
Incorrect return address: Always email info@moorandco.com before returning items. Returns sent without prior contact may be rejected.
Invalid or undeliverable addresses: If returned due to an incorrect delivery address, no refund is given. You may choose to have the order reshipped at your cost, or the order will be considered canceled.