FAQ

When your package leaves our warehouse you will receive a confirmation letter to your email with a detailed information about your order and delivery. There you will find all information about your parcel and how to track it. If you didn’t receive email confirmation within 24 hours after your purchase, please contact us and we will help to solve this problem. Depending on delivery method you have chosen: the nearest pickup location or to your home address, the package will be delivered to you. Also, do not forget to pay attention to the fact that the postal service may decide to deliver the parcel to the nearest point of receipt.

You can find the tracking number of your package in the order confirmation letter. If it has been more than 10 days since you placed your order and you still have not received it, please contact us.

Based on the delivery method you have selected, time of delivery may vary. Regular DHL Delivery normally takes up to 2 - 5 days within Germany. If you choose the Premium 24 h Delivery Service, you receive your parcel within 24 hours after placing the order.

No, at the moment this delivery method is not available.

Our warehouse located in Hamburg, Germany.

We deliver only within EU area. Here is the list of counties we are shipping to: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden. All delivery options and corresponding prices you will find at the card page by completing you order.

No, you should not pay anything extra, all items delivered within the EU are processed based on a DDP (Delivery Duty Paid), therefore all import taxes are paid by the seller.

No, at the moment we do not ship outside of the European Union.

After the order was placed and payed, it is not possible to make changes or cancel the order, since it was already processed at the warehouse. After reciving your order, you can send it back to us. Lern more about return process in the RETURNS section of FAQs.

All transaction and payment information are handled according to international banking standards directly by payment providers. Your credit card information can not be stored, reached, seen or transmited to anyone other than your bank. In order to guarantee the highest safety for all payments we use SSL certifed payment system.

Once we receive your payment, we send an order confirmation email within 24 hours. Sometimes it happens that our mails get lost in a junk mail. Be sure to check there as well. If you still have not received the email, contact us using our Contact Form on moyeacases.com.

Within 14 days (from the date of delivery) you have the right to return purchased products and receive a refund. Please consider the following criteria below in order for your return to be successfully approved: - All products must be in the same brand new condition as it was received. - All products shoud be in its original packaging with intact labels and protective stickers. Follow the simple steps below to place a return: - Fill out the Return Formon our website. In the theme field please write: "Return", and in the text field --> specify the following info: Your Name, date of purchase, order number. If you could not find the info about your order, that is also fine (it is only takes us a little longer to find your order...) - After submitting the Return Form, you will reiceve the confirmation email with the address information. - Print the address label. If you cannot find it, please include the following address on the outside of your package: FOR Moyea CASES UG C/O Moyea CASES Weidenkehre 4, 21149 Hamburg Germany - Frank your parcel and submit it to the postal office. Please keep the return recipe until we process your refund and you receive your money back. Note as well that you as a customer is responsible for the return costs. We do not offer free returns at the moment. Have in mind: - As a refund, you receive the exact amount you paid for that item, including sales or special offers, if there were some, not the actual price on the website. - The refund amount will be sent within 14-28 business days to a Credit card (Pay Pal Account) where the payment was made from. - For purchases with package offers (examples: gift boxes, 3 for the price of 2, etc.) the entire order shoud be returned for a refund.

No, our Gift Boxes is sold as one single item. Therefore items of the box can not be returned or exchanged separately, you have to return the whole "Box" with all items in it together. Learn how to place a return in the Q: "How can I return a product?".

After we receive the returned item, you will get the confirmation email about the refund. It usually takes up to 14-28 working days for the return to be processed. If you still have not received your refund (after 28 days), please contact us using our contact form on a home page moyeacases.com.