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Shipping & returns

All orders will be sent to you discreetly and well packaged with a Track & Trace code. You will receive a track&trace code from our shipment company, which you can use to track your shipment online. We only ship to countries within Europe and the United Kingdom.

Our parcel are delivered by DHL for both the Netherlands and abroad, envelopes and letterbox packages are delivered by PostNL.

Orders above €100 are free of shipping charge. So the shipping costs of € 6.75 will not be charged. If, when returning items, the total amount of the ordered products is below €100, the amount owed minus the €6.75 shipping costs will be refunded.

Pick up order

You can also pick up your order in our shoeroom in Maarssen, by making an appointment (by telephone). In that case, choose 'Pick up in Maarssen' when ordering online, in which case no shipping costs will be charged. Our address details are: Boomstede 640, 3608 BR in Maarssen.

Delay, loss or damage as a result of shipment.

Normally, shipments run smoothly and there is no reason to be dissatisfied with the services provided. But please note: there is often a lack of clarity or misunderstanding about shipping in general in the event of delays, missing items or damage. To give you a clear picture of this, we further explain the responsibility for shipments below.

At the time of delivery by Moonheels of the products purchased by you to the sender, this falls under his responsibility. You will of course (where applicable) receive an e-mail message that contains a track and trace number, so that you can follow the progress and progress of the shipment yourself. As a rule, postal/parcel deliveries take place between 24-48 hours.

Returns

If you wish to return the product, we request that you return the products including the return form, which is standard and together with your invoice in its original and undamaged condition/packaging, to our address within 14 days after the date of receipt. Please note: gift boxes and shoe boxes are no shipping boxes and can be damaged during shipping, so that the returned products can no longer be sold by Moonheels. Therefore, always use a suitable outer box or the box in which you received your Moonheels products. This return period is legally determined according to the new European law "Distance Selling" (European Directive 97/7/EC, 01/02/2011) and applies to all internet shops within the EU.

The return form (and your invoice) must also be fully filled in completed with date of start return shipment.

Please note: for reasons of hygiene, the following products are excluded from return: tights, over-the-knee tights, body stockings, nipple patches, underwear, face and Covid-19 masks, erotic products such as sex toys, lubricants and massage products, and products in which this is specifically stated in the description and on the (sealed) packaging. We therefore reserve the right to refuse returns if it is suspected that the products have already been used or have been damaged through no fault of our own.

You can in our webshop, by means of log in to your account, announce a return, with this you can also track the status of your return and/or credit.

Orders above €100 are shipped free of charge, if you return part of your order and thus ultimately fall below the purchase amount of €100, the shipping costs will be deducted from the credit amount. (i.e. amount returned products -/- € 6.75 shipping costs for NL, other countries according to DHL rate).

Additional explanation return information for you and your clarity

It is important that you return the unwashed clothing to us in the original undamaged packaging. If a shipping box has been used by us, you must return this box (or another equivalent) back to us. It has a reason why we sent your order in a box; this prevents damage during shipment and ensures that you have received your ordered products neatly. Do not use an envelope, mailing bag or the like. (to keep your return costs low) it is possible. It happens much faster that the products arrive damaged at Moonheels, so that we are not forced to credit (of the full) purchase amount. Returns are your responsibility; so minimize the risk of damage, as we have done to you.

In summary: We cannot take back worn or otherwise damaged, heavily wrinkled or washed clothing. (The product may of course be fitted normally). Provided there is a manufacturing defect. Make sure that the clothes are clean, free of sweat and do not smell of perfume, smoke, deodorant or the like. is. We refuse the return treatment or reserve the right based on in case.

Refunds

We will refund the purchase amount (with due observance of the above minimum purchase amount) at the latest within 14 working days after we have received the returned product.

Right of withdrawal of 14 days / Cooling off period (trial period)

After the buyer has received the product ordered by him/her, the buyer has the right to dissolve the underlying agreement with the seller within fourteen (14) calendar days after receipt of this product. The buyer does not have to give a reason for this.

If the buyer wishes to dissolve the agreement pursuant to Article 11.1 of these terms and conditions, the buyer must notify the seller of this in writing (via e-mail, letter or fax). The buyer must send the product, in the case of several of the same product, only the entirety, after consultation with the seller, unused and in the original, unopened packaging to the return address determined by the seller: Boomstede 640, 3608 BR in Maarssen, the Netherlands. In this case, the buyer must bear the costs of, and the risk for, shipping.

The cooling-off period does not apply to certain goods and services. This includes products manufactured according to the buyer's specifications, such as customization or with a clearly personal character, as well as products outside the range ordered on special request. Also excluded are products that cannot be returned due to their nature and/or hygiene reasons. This includes specially sealed products or specific lingerie.

If the buyer has already made any payments at the time that the buyer has revoked the agreement with the seller pursuant to articles 11b.1 and 11b.2 of these Purchase Conditions, the seller will make these payments, excluding the paid shipping costs, within fourteen (14) calendar days after the seller has received the product returned by the buyer, refund to the buyer.

The seller reserves the right to refuse returned products or to credit only part of the amount already paid, if it is suspected that the product has already been used or through the fault of the buyer (other than that of the seller or the supplier of the product). product) is damaged.

If a product is returned that in the seller's opinion has suffered damage that is due to an act or omission of the buyer or is otherwise at the risk of the buyer, the seller will inform the buyer in writing (by e-mail, letter or fax ) to notify. The seller has the right to deduct the decrease in value of the product as a result of this damage from the amount to be refunded to the buyer.

This RIGHT OF WITHDRAWAL is also stated on our GENERAL TERMS AND CONDITIONS, which are stated on the back of the return form that you always receive with your order. If you have any questions about the RIGHT OF WITHDRAWAL or if you would like an extra copy of our delivery terms and conditions, please do not hesitate to contact us. We will then email you an extra copy or add it to your order.

Warranty

An appeal to warranty will only be considered if you submit this appeal to Moonheels within eight (8) days after you have received the delivered products. Warranty is only given on factory and/or wholesaler's warranty, unless otherwise agreed. Any warranty expires as soon as products are worn and/or show signs of use. Upon receipt of the purchased products, you should immediately check it for fit and damage.

Download your return form here

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Wil je onze kleding eerst even zien en passen?
Bezoek onze showroom in Maarssen bij Utrecht
Ruime keuze voor jou, je partner en je vrienden
Op 5 minuten vanaf de A2, parkeren voor de deur