All orders are processed within 2 business days, excluding pre-orders. Once your order is in transit, you will receive a confirmation email with tracking information. If you experience any issues with tracking, please contact us at support@mosjatelier.com 

Our fulfillment process begins shortly after an 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, changes cannot be guaranteed once an order has been packed or shipped, or if we are contacted outside business hours. If your order cannot be changed, it may be returned upon delivery in accordance with 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 required customs charges 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 cannot 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 as follows:

• 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 of 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 initiate a return, please contact us via our website contact form or email and include your order number. Return instructions will be provided. Items sent back without prior contact may experience delays in processing.

Return shipping costs are the responsibility of the customer. Costs vary depending on location and parcel size. We recommend using a trackable shipping service, as MOSJ Atelier cannot be held responsible for lost return shipments.

Once your return has been received and inspected, refunds are processed within 5–10 business days. Refunds are issued to the original payment method and include the item price minus original shipping and return shipping costs.

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

Exchanges are offered subject to availability. If you wish to exchange your item for a different style or colour, please contact support@mosjatelier.com. Additional shipping costs may apply.