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Most frequent questions

Most frequent questions
category:Questions les plus frequentes|order:1

Where is my order ?

Once your order has left our warehouse, you will be informed by email. You will then receive the tracking number provided by the carrier you have selected during the purchase.

To follow the delivery status of your order, go to your account, my account/my orders. Then click on the order number then on "" follow my "" "order.

Note that if you choose to deliver the order in one of our shops, you will not have any tracking number. But don't worry, you will receive an email once it is ready to be picked up.


My article has a defect

At M.Moustache, we are committed to offering you quality and responsible products. If, despite all our quality controls, a pair of shoes has a defect on receipt of your order, we invite you to make a reservation and contact our customer service department immediately at contact@m-moustache.com, enclosing photos and a record of your purchase (invoice, receipt) so that we can find the best possible solution.

How to make a return ?

If the size does not suit you, or if you have simply changed your mind, you have 15 days to ask a return by clicking here. But note that only the products returned in a perfect condition, not worn, not soiled and in their origins packages will be accepted.

Depending on your country, the return conditions are as follows:

👉 From metropolitan France, returns are free:
Choice 1:  Place your return in one of our shops in Paris, Toulouse, Lyon, Bordeaux, Marseille or Lille.
- Bring your order number and drop off your shoes at the store of your choice. You will find the list right here
- Drop the product in the selected shop.
- The exchange or refund is immediate.

Choice 2: Place your return to the pick up point, the list is here
-
Declare your return online in your personal space, section "My account/my orders" by following the different stages or clicking here.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the pick up point.
- The exchange or refund will take place within a maximum of 72 hours.


👉
From EU countries, returns are free of charge:
- Declare your return online in your personal space, section "My account/my orders" by following the different stages or clicking here.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the pick up point.
- The exchange or refund will take place within a maximum of 72 hours.


👉 From the DOM-TOM, and the rest of the world:
The return costs are at your own expenses. You can send the package to the following address:

M-MOUSTACHE C/O EFILOG LOGISTIQUE
2 RUE DES TAILLANDIERS
72800 LE LUDE FRANCE

It is important that you keep the return number detailed on the return voucher. You can also keep the proof deliveries with the carrier stamp, it will give you insurance throughout the return journey of your package. Because of that, you will be able to track your return until it reaches the warehouse.

It is obvious that the damaged, incomplete, salis or without the original packaging will be neither picked up, exchanged, nor refunded. Note that beyond the period of 15 days, the goods will not be taken over, exchanged, refunded.


I wish to become a reseller

You have a shop and want to resell our shoes? A big thank you for your support! Give us more information about your shop by sending an email at sales@m-moustache.com and our sales team will come back to you quickly.