All orders are processed by our fulfillment center Pakkettenfabriek. We aim to process your order within 2-4 business days, excluding pre-orders and as long as the ordered product is in stock.

Once your order is on its way to you, you will receive a confirmation email with your personal tracking information. 

If you experience any issues with tracking yourshipment, please contact us at support@mosjatelier.com

Our fulfillment process begins shortly after your order is placed, which means changes or cancellations are often not possible. If you need to update your shipping address or request a cancellation, please contact us immediately with your order details.

While we will do our best to assist you, changes cannot be guaranteed once an order has already been packed or shipped, or if we are contacted outside business hours. Please keep in mind our customer support team is not available 24/7. 

If your order cannot be changed, it may be returned upon delivery in accordance to our return policy.

In most cases, this is due to an incorrect or incomplete email address entered at checkout. Please also check your spam or junk folder. If you still haven’t received a confirmation, contact us at support@mosjatelier.com 

Yes, we offer digital gift cards starting at €10. Gift cards are delivered via email and can be used for all MOSJ products online. They are non-refundable.

Orders placed outside the European Union are shipped directly from our warehouse in the Netherlands. Once your order has been dispatched, it will be handed over to the local carrier in the destination country for final delivery.

Depending on the destination, the courier may:

• Contact you in advance to collect applicable customs charges, or
• Request payment of these charges upon delivery

If the required customs fees are not paid by the recipient, the shipment may be held by customs authorities in the destination country. After the applicable holding period, the parcel may be considered abandoned under local regulations.

Please note:

• Abandoned shipments can not be returned to MOSJ Atelier
• Refunds cannot be issued for orders abandoned due to unpaid customs charges
• Once a shipment enters the destination country, we are unable to recall or retrieve it

Yes. Non-EU orders follow the same return policy as EU orders. Please note that international return shipping costs remain the responsibility of the customer.

Orders shipped within the European Union are delivered duty-free. Orders shipped outside the EU may be subject to import duties, VAT, or customs fees depending on the destination country and order value.

These charges are not included at checkout and must be paid upon delivery. Import charges are non-refundable.

No. Import duties and taxes are determined by local authorities and vary by country. Unfortunately, we are unable to estimate these costs in advance.

Estimated delivery times are always from the moment your order has been processed by our fulfillment center and the item you ordered is in stock: 

• NL: 1–3 business days
• EU: 3–7 business days
• Rest of the world: 7–14 business days

You’ll receive a tracking link once your order has shipped so you can follow its progress. Please note that delays may occur due to customs processing or peak shipping periods.

Shipping rates depend on the destination and will be automatically calculated at checkout. You’ll see the exact shipping cost before completing your order. Please keep in mind that import duties and taxes are not included in the shipping price and must be paid separately upon delivery (for non-EU countries).

A package may be returned to us if:

• The delivery address was incorrect or incomplete.
• The package was not collected from the pickup point within the carrier’s time limit.

When a package is returned, it is treated as a standard return. If you wish to have your order re-shipped, additional shipping fees will apply. If you request a refund, return shipping costs will be deducted from the total refund amount.

Start by checking your tracking number, as updates may appear with a slight delay. If your package hasn’t moved for several business days or the tracking seems unclear, please contact us at support@mosjatelier.com with your order number. We’ll investigate with the carrier and help resolve the issue as quickly as possible.

Customers may request a return within 14 days after delivery. Returned items must be unused, in their original packaging, and in the same condition as received. Returns requested outside this period cannot be accepted.

To start a return, please use our official return portal: mosj-atelier.returnless.com. Return instructions will be provided but should you have questions feel free to reach out to support@mosjatelier.com 

PLEASE remove all old labels from your package to ensure a correct return. 

Return shipping costs are the responsibility of the customer. Returnless will inform you about the costs of your return.

If you are not able to select one of our shipping partners for your return, we recommend using a trackable shipping service, as MOSJ Atelier cannot be held responsible for lost return shipments.

By choosing “store credit” as refund method, your return will be free. 

Once your return has been received by our fulfillment center, please allow them up to 5-10 business days to inspect and process your return. Your refund will be issued after we receive confirmation your return has been accepted.

Refunds are issued to the selected refund method: a refund or store credit for the purchase amount. Shipping costs will not be refunded. 

If a return causes your order value to fall below the free shipping threshold, the original shipping fee will also be deducted.

MOSJ Atelier does not offer any exchanges. Make sure you are sure about your item, color and size before placing an order. 

If you did order the wrong item and wish to exchange it, request a return via our return portal mosj-atelier.returnless.com and place a new order.