Refund Policy

It is important to us that our products fit into your home, that you feel comfortable with them and that they have a long life with you.

Are you not happy with your order?

Simply send us an email to hello@moccatone.store or fill out the form below with the details of your order.

 

RETURNS

Our return policy is valid for 14 days. If it has been more than 14 days since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition in which you received it. The item should also be in its original packaging, if possible. Gift vouchers are completely non-refundable.

In order to process and complete your return, we need a message from you with the order number and details of the items if the entire order is not being returned (via email or contact form).

We will then contact you immediately with the appropriate address for your return - usually this is: moccatone, Oberdorfstr. 99, Aachen, North Rhine-Westphalia, 52072, Germany.

Please do not return purchased items to the manufacturer or return address.

When we have received and inspected your return, we will send you an email to inform you that we have received the item you returned. If your refund is approved, it will be processed. After a few days, your credit card or original payment method will automatically be credited.

You bear the direct costs of returning goods that can be sent by parcel as well as the direct costs of returning goods that cannot be sent by parcel. 

 

Damaged package, defective item or incorrectly delivered goods?

We have packed your order carefully, but it is possible that damage occurred during transport. If the package with the goods you ordered arrived damaged or if it was the wrong item, we ask you:

- to refuse to accept the goods

- for freight forwarding deliveries: If there is visible damage, please have it signed by the driver and send us a copy along with pictures of the defective goods and packaging. The driver must cooperate and wait until you have carried out a rough external inspection of the delivery. Please only sign the receipt after this check.

In order to clarify the matter as quickly as possible, please send us the following:

• a photo of the incorrectly delivered item

or

• a photo of the damaged item
• a photo of the damaged package and the shipping label with the address
• a photo of the item in the box, showing the inner packaging (protection) within the box

Please contact us by email at: hello@moccatone.store and we will discuss how to proceed (exchange or refund).

In the case of damaged goods/incorrectly delivered goods, the return costs will be reimbursed and you will receive a return slip/shipping note from us for the return.