What is your return policy?
All purchases may be returned within 14 days. Please ensure that items are unworn, unwashed, and undamaged. Note: All items must be returned with any original packaging, including any tags the item came with. Refunds for store credit are free and include free shipping on your next order. For refunds to credit cards, PayPal we deduct Eur 10 to cover shipping and restocking. Refunds may only be issued to the credit card, PayPal account, or the account account used to make the original purchase.
As long as the item is in perfect condition, properly labeled and packaged, you may ask to return the item by sending an e-mail to email@example.com, indicating “RETURN” in the subject line.
After having verified all the data, we will send a transporter to retrieve your parcel in the next 24 business hours (whenever this is possible).
In order to make an appointment for the retrieval, the logistics company will contact you. If for whatever reason you are unable to accept the appointment time suggested by the company, you may contact them to modify the date.
If you wish return directly to our shop you may go there and request for an exchange.
How do I start a Return?
To request a return, simply navigate to Orders & Returns while logged into the site, select the items from the order you’re shipping back and why, then choose the type of refund you’d like (refund to your original payment or store credit). Once that’s completed, we’ll send you a prepaid shipping label with return instructions. We accept complimentary returns at the Moi&Toi Ibiza, Moi&Toi Carrara and the Moi&Toi concept lab in Geneva. Just make sure to have your order number ready so our team can best take care of you.
Moi&Toi: What is your Return/Exchange policy?
All purchases may be returned within 14 days. Please ensure that items are unworn, unwashed, and undamaged. Note: All items must be returned with any original packaging, including any tags the item came with. Refunds may only be issued to the credit card used to make the original purchase. Please reach out to firstname.lastname@example.org with any questions about returning products purchased in store.
If you need just change the size or change the product, we are happy to offer you a free shipping return.
How long before my order ships?
Shipping time for national shipments is 1-2 working days (except for orders bound for the Balearic Islands, Ceuta and Melilla, for which shipping lasts 3-5 working days).For international orders, shipping time depends on the shipping destination, and can range from 3 to 5 working days.
Can I change/cancel my order?
Once an order has been placed, we can’t edit the address you’ve entered or the items within the order. But orders are cancelable for an hour after they are placed. If you have an Sobari account, click “Cancel Order” on your My Orders page before placing a new one. If you don’t see a link, our warehouse is already packing up your shipment so we cannot cancel or change it in any way. If you have any questions, please send us an email at email@example.com
What forms of payment do you take?
We accept payments from Visa, Mastercard, Discover, and American Express as well as debit cards from over 50 countries via PayPal. We also accept payments by money transfer
What if you’re out of my size?
If we’re planning to restock your size, you’ll see an option to add your email to a waiting list. Just click the “Waitlist” button and we’ll send you an email notification when it’s back in stock. If a product is out of stock, and you don’t see a “Waitlist” button, we haven’t made plans to restock that item just yet. We may receive some stock through orders returned to our warehouse, so definitely check back in the future.
What size should I buy?
Brief indication about sizes
|Age||0 months||3 months||6 months||9 months||12 months||18 months|
|49 cm||54 cm||65 cm||76 cm||86 cm||89 cm|
|19 in||21 in||25 in||30 in||33 in||35 in|
|Age||2 years||3 years||4 years||5 years||6 years|
|92 cm||98 cm||104 cm||110 cm||116 cm|
|36 in||38 in||41 in||43 in||45 in|
|7 years||8 years||9 years||10 years||11 years||12 years|
|122 cm||128 cm||134 cm||140 cm||146 cm||152 cm|
|48 cm||50 in||52 in||55 in||57 in||60 in|
Why should I create an account?
Creating an account enables you to manage your orders and your personal information
Can I order without an account?
You can choose weather you’d like to make an account or not. Having an account makes it easier to follow-up on any completed orders as well as making future orders more easy.
I forgot my password
If you’ve forgotten your password you can reset it. Follow this link to do so.
Why do I have to fill out my phone number?
We use your phone number if there are any questions regarding your order. Also, your number may be used by the delivery company to reach you.
Can I change my order after I’ve placed it?
It depends. All orders placed before 5 pm cet will be handled and shipped the same day. If you contact us before 5 pm, we will do our utmost to help you. As soon as it has been shipped, there’s not much we can do. To contact us, send an email to firstname.lastname@example.org, or call us.
Which payment options do you support?
In terms of payment opportunities, you came to the right place. We accept MasterCard, VISA, Maestro, American Express via PayPal. Payment by wired money is also accepted.
I have a giftcard from your flagship store. Can I use that online?
You can, but in order to do so, we will need to convert your physical giftcard in an online credit for you. Send an email with the barcode of your giftcard to email@example.com and we will turn your physical balance into an online credit.
I have an online credit from Moi&Toi. Can I use that in your flagship store?
Yes you can. To do so, make sure you bring the login and password of our online Moi&Toi account when you visit flagship store. Flagship store credit cau use online also.
What’s the delivery procedure?
After you’ve placed your order you will receive an Order Confirmation by email. We will process your order as soon as humanly possible. If you place your order before 5 pm on weekdays, your order will be shipped the very same day. Once your order has been dispatched, you will receive an email with a link that enables you to track and trace your order. On our website, under Account, you can check the status of your orders.
Will I be charged customs and import charges?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. You might want to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
How does Personal Shopper and Same day delivery they work?
If you are in the Ibiza or Versilia area, you can ask for our Personal concierge service or Same Day Delivery. We ‘ll come to your Villa, Hotel or Boat with your selection and you can make your purchase confidentially. Email to firstname.lastname@example.org or contact our stores.
When can I expect my delivery?
In general you can expect your order within 24/72 hours after we have dispatched it if you are in Europe. The vast majority of our shipments to US countries is delivered within 4-5 working days. Deliveries to the rest of the world take 3-10 working days. Once your order has been dispatched you will receive an email with a link that enables you to track and trace your order. Please notice we don’t send books in the weekend. Moi&Toi will not accept any responsibility for late deliveries due to circumstances outside of our control. We will try to inform you of any unexpected delay.
What are your delivery rates / shipping costs?
We work with fixed shipping fees per order, regardless the number of products you purchase. Once you have selected the country of destination, the shipping cost will be shown. If your order is above Eur 180,00, we ‘ll offer a free shipping service.