general.continue_shopping

Frequently asked questions

Themes
  • Most frequent questions

    Most frequent questions

    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 keen to offer you quality and sustainable products. If despite all our quality controls the pair of shoes presents a defect upon receipt of your order, we invite you to contact our customer service at the following address contact@m-moustache.com and to join photos as well as a trace of your purchase (invoice, receipt) so that we find the best solution.

    If after receiving your request, we note that it is a proven and recognized defect by the team within 4 months of purchase, our team will help you to solve this.

    How to make a return ?

    If the size does not suit you, or if you have simply changed your mind, you have 30 days after receiving your product to return it. 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 the country in which you are, the return options are different, you will find them below:

    👉 From metropolitan France, returns are free:
    Option 1:  Place your return in one of our shops in Paris, Toulouse, Bordeaux or Marseille.
    - FIll in the information online, in your account, section "my account/my orders".
    - Follow the steps by choosing the shop of your choice.
    - Drop the product in the selected shop.
    - The refund is immediate.

    Option 2: Drop your order in a relay point.
    - FIll in the information online, in your account, section "my account/my orders"
    - Put the return voucher inside, glue the return label generated on your package and drop the package in a relay point.
    - The refund will take place within a maximum period of 15 days after receipt in our warehouse.

    👉 From the European Union, returns are free (
    Spain, Belgium, Luxembourg, Netherlands, Portugal, Germany, Austria, Denmark, Finland, Italy, Poland and Sweden):

    - FIll in the information online, in your account, section "" my account/my orders "
    - Put the return voucher inside, glue the return label generated on your package and  drop the package in a relay point.
    - The refund will take place within a maximum period of 15 days after receipt in our warehouse.

    👉 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 30 days from delivery, 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 filling out our quick form by clicking here and our sales team will come back to you quickly.

  • Order

    Order

    Where is my order ?

    Once your order is sent, you will be informed by e-mail. You will then receive the tracking number provided by the carrier you have selected.
    You can find your tracking number on your M.Moustache account in the "My orders" section.


    I wish to cancel / modify my order.

    Unfortunately, once your order is fullfiled, we can no longer modify it, or even cancel it.
    In addition, we do not have the ability to add an article in your order. To do this, you just have to place a new order. For logistics reasons, we do not have the opportunity to merge several orders.
    - Depending on the Shopify conditions, if cancellation ok => contact us by email in the time or such? If not possible, returns of articles


    Why was my order canceled?

    If after your order is placed, you receive a cancellation email, it means that one or more products in your order is unfortunately unavailable. Our customer service will contact you in order to confirm the cancellation as well as the refund (total or partial). Note that the refund will be made via the same payment method used during the purchase.


    I can't validate my order.

    Don't worry, you just need to refresh the page, this may be enough to unlock the situation. If this still does not work, the best solution is to try to place your order from another browser (we recommend Google Chrome) or from a computer if you are on a mobile.


    I did not receive my order confirmation email.

    If you have not received a confirmation email, do not hesitate to check in your spam inbox, your email may be there. If not, reach out to us : contact@m-moustache.com. We will check that your order has been taken into account and we will provide you with the information relating to your order.


    There is an error on the content of my order.

    We are sorry that the content of your order does not match what you have ordered. We invite you to contact our customer service by email by clicking right here. You can also join us via WhatsApp.

    In order to be able to process your request as quickly as possible and as soon as possible, we invite you to send a photo of the article received as well as the data relating to your order.

    We will thank you for not returning the article(s) without having contacted our customer service.

  • Returns and refunds

    Returns and refunds

    How to make a return?

    If the size does not suit you, or if you have simply changed your mind, you have a period of 30 days after receiving your order to make the return. But beware, only the products returned in perfect condition, not worn, not soiled and in their origins of origins will be accepted.

    Depending on the country in which you are, the return methods are different, you will find them below:

    👉 From Metropolitan France, returns are free:
    Choice n°1: Place your return to one of our stalls in Paris, Toulouse, Bordeaux or Marseille.

    - Declare your return online, in your personal space, section "My account/my orders".
    - Follow the steps by choosing the shop of your choice.
    - Take off shoes in the selected shop.
    - The reimbursement is immediate.


    Choice n°2: Place your return to the relay point.

    - Declare your return online in your personal space, section "My account/my orders" by following the different stages.
    - Slide the return voucher inside, glue the return label generated on your package and go down it in the relay point.
    - The reimbursement will take place within a maximum period of 15 days after receipt in our warehouse.

    👉 From some countries in the European Union, returns are free (Spain, Belgium, Luxembourg, Netherlands, Portugal, Germany, Austria, Denmark, Finland, Italy, Poland and Sweden) returns are free :

    - Declare your return online in your personal space, section "My account/my orders" by following the different stages.
    - Slide the return voucher inside, glue the return label generated on your package and go down it in the relay point.
    - The reimbursement will take place within a maximum period of 15 days after receipt in our warehouse.

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

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

    It is imperative that you keep the return number present on the return voucher. You can also keep the proof of filing affixed to the carrier's stamp, it will serve you as insurance throughout the return journey of your package. Thanks to its elements, you will be able to follow your return to the "Package follow -up" section on the carrier's website.

    It is obvious that the damaged, incomplete, salis or without the original packaging will be neither picked up, exchanged, nor reimbursed. Note that beyond the period of 30 days from delivery, the goods will not be taken over, exchanged, reimbursed.

    If you placed your order as a guest, to make a return, you just have to create an account and go to the order part of the account to make your return request.

    What is the deadline for receiving my refund?

    Once your package is received and your return validated by our logistics team, we will refund your purchase within 10 days maximum from reception. You will receive an email to notify you when the refund has been made. Count between 2 to 3 working days after receipt of the email so that the refund appears on your bank account. If however you do not receive your refund within 10 days after receiving your parcel at the warehouse, you can write to us at contact@m-moustache.com or via WhatsApp.

    The refund of an order paid with an e-card gift or a credit will be automatically transformed by a new credit available on your account.

    Note that all purchases made from one of our resellers or on a marketplace are directly treated by them, so we invite you to contact their customer service directly.


    I wish to exchange my article.

    We do not make a standard exchange. To exchange an item, we can proceed either by having reimbursement. You can return the article not corresponding to us with your return voucher to your M.Moustache account. As soon as we receive it, we can validate you if you want to recommend, or failing that a refund. The assets created online are valid for 1 month, during this period you can order the new product that suits you at any time. If you have any questions, do not hesitate to contact us at contact@m-moustache.com

    Note that all purchases made from one of our resellers or on a marketplace are directly treated by them, so we invite you to contact their customer service directly.

  • Deliveries

    Deliveries

    Delivery deadlines and costs
    The delivery conditions vary according to the carrier you choose and the country of destination. All orders placed before 11:30 am (excluding weekends and holidays) are shipped the same day. If the order is placed after 11:30 am, it will be shipped on the next working day.

    For metropolitan France, standard shipping costs are offered above 150€. Several modalities are possible:
    - La Poste Colissimo without signature - 5€: Delivery in 2 to 3 working days.
    - Mondial Relay - 4€: Delivery in 3 to 5 working days.
    - TNT Express delivery -  6€: Delivery the next working day
    - Pick up in M. Moustache shops- Free: Delivery in 2 working days

    For the Dom Tom:
    - DHL International - 20€: Delivery in 15 to 20 working days. Note that the carrier may ask you to adjust the amount of sea grant at the time of delivery.

    For Europe:
    - Mondial Relay (Belgium, Germany, Luxembourg, Spain) - 4€: delivery in 3 to 7 working days.
    - at home delivery (Fedex or DHL): 8€: delivery in 3 to 5 working days.
    - DHL Switzerland / Norway / Liechtenstein - 12.50€: Delivery in 3-5 working days.

    For the rest of the world:
    - DHL Monde - 20€: Delivery in 3 to 5 working days.

    Outside the EU and Metropolitan France, administrative and / or customs costs can be applied by the carrier.

    For administrative reasons, we are unfortunately not yet able to deliver to Russia.
     
    When will I receive my order ?
    Your order is dispatched the same day of the purchase, provided that it has been placed before 11:30 am (excluding weekends and holidays). You can find our different deliveries deadlines by clicking here.
     
    Where is my order ?
    Once your order is sent, you will be informed/e 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 personal space, my account/my orders. Then click on the order number then on "follow my order".

    Note that if your delivery option is one of our shops, you will not have a  delivery follow -up. But don't worry, you will receive an email once it is ready to be picked up.
     
    I have a delivery problem.
    👉 My order was announced delivered, but I haven't received anything.
    - Colissimo without signature: it happens that a package is notified as delivered the day before official delivery, which ultimately takes place only on the next working day. If after waiting and asking your neighborhood, you have not found your package, you can reacj out to our customer service right here. We will open a ticket with La Poste and find you the best solution.
    - TNT/FEDEX/DHL: As the signature is mandatory, your package may have been received by a neighbor. We invite you to go around your neighborhood and, if you have not found anything, reach out to us right here. If the package has been delivered to a partner merchant, the merchant's address will be indicated on the follow-up on the transporter's website.

    👉 My package is returned to the sender, what should I do?
    If you could not pick up your package or the carrier could not deliver you, and it has returned to us, do not hesitate to reach out to our customer service. We will find the best solution together: either refund or we will send the package again, depending on our stocks. In the event of a refund, it will be made by the same payment method as when plaing the order (bank card or PayPal). In any case, we will klet you know. Refund by a credit card can take up to 3 working days while the refund on PayPal is immediate.

    👉 My package is late.
    It may happen that your delivery has a delay. In that case, we invite you to get all the necessary information about your order and reach out to our customer service here so that we can find the best solutions together.

  • Account

    Account

    I want to create an account.

    Create your M.Moustache account to receive our invitations to our private sales, add shoes to your wishlist or even follow the status of your orders.

    To create your customer account, it's very simple:
    - Click on the My Account icon at the top right of the home page on your computer, or on the menu from your mobile.
    - Enter your email address on the log in page.
    - Fill in the requested information and validate.

    I forgot my password, what to do?

    If you have lost your password, there is a very simple way to recover it! When you are on the log in page, you just have to click on "Forgot password?". You will then receive an email allowing you to reset it and then log in. Do not forget to check your spam/unwanted letters, it is possible that the email is there :)

    Newsletters

    In our newsletter you can find all the latest update of M.Moustache and will be notified of our private sales!
    To receive our invitations, simply go to the bottom of the home page and enter your email address.

    If you no longer wish to receive our newsletters, just click at the bottom of the email on "unsubscribe".

    I want to change my personal information.

    If you wish to modify the information relating to your customer account, simply log in to your account and go to the tabs "Information"and/or" addresses ". From these tabs you can modify your name, first name, date of birth, phone number, but also your password as well as your delivery addresses. Note that our customer service does not have the ability to modify your password for you.

    I want to delete my account.

    To delete your M.Moustache account, you can send us an email at contact@m-moustache.com. Do not hesitate to tell us the reason for your approach, we are keen to hear your feedback. Our team will answer you to and confirm that your account has been deleted. This action will result in the deletion of all your order history and no turning back will be possible.

  • Products

    Products

    The product I want is unavailable.

    If a product is marked as soon available, you can create an alert on the product page  in order to be informed by e-mail as soon as it is back in stock again! 


    Is it possible to book an article if there is a restocking?

    Unfortunately, it is not possible to book an article in advance. We invite you to sign up to our newsletter and follow our news on social networks to be sure not to miss you favorite products.


    My article has  a defect, what to do?

    At M.Moustache, we are keen to offer you quality and sustainable products.. If despite all our quality controls the pair of shoes presents a defect upon receipt of your order, we invite you to reach out to our customer service at the following  email address contact@m-moustache.com and to join photos as well as information about your purchase (invoice, receipt) so that we find the best possible solution.

    If after receiving your request, we note that there is a proven and recognized defect within 4 months of purchase, our team will support you and find a solution. 

  • Payments and gift cards

    Payments and gift cards

    What are the payment methods ?

    We accept Credit card Visa & Visa Electron, Mastercard, Maestro, Bancontact, Prepaid cards (CB, Mastercard, Visa) and payment via the Paypal platform.

    For orders in France, we also offer payment in 3 times from 150€ purchase via the Alma platform.

    Note that we do not accept payments by check or bank transfer.

    Is my payment secure?

    Regarding the protection of your data, the information transmitted during the payment is taken in charge by our partner Payplug and transit in a secure and encrypted manner.

    Be reassured, M.Moustache does not store or does not have access to your bank details. The backup of your banking information only allows you to place an order faster and easier.

    For a payment in 3 times, the bank details are saved by Alma when placing the order to allow future samples.

    Also, in the case of a payment via Paypal, it ensures the confidentiality of your banking information, and no data is stored.

    For more detailed information on the processing and protection of your data, go to our legal notices page by clicking right here.


    I want to pay with a gift card, a credit or discount code.

    If you want to use your gift card to pay your order, just enter the code received in the insert "Do you have a promo code?"Above the detail of the price in your basket. It will then be enough to click on"To add"For the code to be taken into account, the total of your order will be updated automatically.

    To use your coupon or your reduction code on the site, it is the same operation as a gift card.

    If you want to use a printed coupon  that has been created in a shop, online, you must first send the photo of your physical credit to our customer service just here so that we update it to make it available online.

    Note that promotional / discount codes do not work on products already discounted (vintage collections, solidarity and sales days) and that a code can be used only once and is not combinable.


    I want to buy a gift card.

    The M.Moustache gift card is a little attention that will surely please your loved ones!

    Create and buy your gift card in a few clicks: the card is sent to the email address of your choice !It is valid during one year from the reception of the email and can be used one or more times on our site or in stores.

    They are available on our M-moustache.com and you can choose an amount of your choice between 25 € and 350 €. You can also add a personalized word to it :)


    How to get my bill?

    All invoices associated with your orders are available in the "History and details of my orders" part in your customer account. They can be viewed and downloaded at any time, for all orders placed since you signed up. If you can't find your bill, write to us right here.


    Parliaments

    For all purchases made outside the European Union, we unfortunately do not offer departments on our products.

  • Partnership and press

    Partnership and press

    I wish to become a reseller: 

    Do you have a shop and want to resell our shoes? A big thank you for your support! Tell us more about your shop by filling out our quick form by clicking here and our sales team will come back to you quickly.


    Talk about us:

    Feel free to reach out to the email address below, we'll guide you if you want to talk about us.
    Email: contact@m-moustache.com

Most frequent questions

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 keen to offer you quality and sustainable products. If despite all our quality controls the pair of shoes presents a defect upon receipt of your order, we invite you to contact our customer service at the following address contact@m-moustache.com and to join photos as well as a trace of your purchase (invoice, receipt) so that we find the best solution.

If after receiving your request, we note that it is a proven and recognized defect by the team within 4 months of purchase, our team will help you to solve this.

How to make a return ?

If the size does not suit you, or if you have simply changed your mind, you have 30 days after receiving your product to return it. 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 the country in which you are, the return options are different, you will find them below:

👉 From metropolitan France, returns are free:
Option 1:  Place your return in one of our shops in Paris, Toulouse, Bordeaux or Marseille.
- FIll in the information online, in your account, section "my account/my orders".
- Follow the steps by choosing the shop of your choice.
- Drop the product in the selected shop.
- The refund is immediate.

Option 2: Drop your order in a relay point.
- FIll in the information online, in your account, section "my account/my orders"
- Put the return voucher inside, glue the return label generated on your package and drop the package in a relay point.
- The refund will take place within a maximum period of 15 days after receipt in our warehouse.

👉 From the European Union, returns are free (
Spain, Belgium, Luxembourg, Netherlands, Portugal, Germany, Austria, Denmark, Finland, Italy, Poland and Sweden):

- FIll in the information online, in your account, section "" my account/my orders "
- Put the return voucher inside, glue the return label generated on your package and  drop the package in a relay point.
- The refund will take place within a maximum period of 15 days after receipt in our warehouse.

👉 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 30 days from delivery, 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 filling out our quick form by clicking here and our sales team will come back to you quickly.

Order

Where is my order ?

Once your order is sent, you will be informed by e-mail. You will then receive the tracking number provided by the carrier you have selected.
You can find your tracking number on your M.Moustache account in the "My orders" section.


I wish to cancel / modify my order.

Unfortunately, once your order is fullfiled, we can no longer modify it, or even cancel it.
In addition, we do not have the ability to add an article in your order. To do this, you just have to place a new order. For logistics reasons, we do not have the opportunity to merge several orders.
- Depending on the Shopify conditions, if cancellation ok => contact us by email in the time or such? If not possible, returns of articles


Why was my order canceled?

If after your order is placed, you receive a cancellation email, it means that one or more products in your order is unfortunately unavailable. Our customer service will contact you in order to confirm the cancellation as well as the refund (total or partial). Note that the refund will be made via the same payment method used during the purchase.


I can't validate my order.

Don't worry, you just need to refresh the page, this may be enough to unlock the situation. If this still does not work, the best solution is to try to place your order from another browser (we recommend Google Chrome) or from a computer if you are on a mobile.


I did not receive my order confirmation email.

If you have not received a confirmation email, do not hesitate to check in your spam inbox, your email may be there. If not, reach out to us : contact@m-moustache.com. We will check that your order has been taken into account and we will provide you with the information relating to your order.


There is an error on the content of my order.

We are sorry that the content of your order does not match what you have ordered. We invite you to contact our customer service by email by clicking right here. You can also join us via WhatsApp.

In order to be able to process your request as quickly as possible and as soon as possible, we invite you to send a photo of the article received as well as the data relating to your order.

We will thank you for not returning the article(s) without having contacted our customer service.

Returns and refunds

How to make a return?

If the size does not suit you, or if you have simply changed your mind, you have a period of 30 days after receiving your order to make the return. But beware, only the products returned in perfect condition, not worn, not soiled and in their origins of origins will be accepted.

Depending on the country in which you are, the return methods are different, you will find them below:

👉 From Metropolitan France, returns are free:
Choice n°1: Place your return to one of our stalls in Paris, Toulouse, Bordeaux or Marseille.

- Declare your return online, in your personal space, section "My account/my orders".
- Follow the steps by choosing the shop of your choice.
- Take off shoes in the selected shop.
- The reimbursement is immediate.


Choice n°2: Place your return to the relay point.

- Declare your return online in your personal space, section "My account/my orders" by following the different stages.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the relay point.
- The reimbursement will take place within a maximum period of 15 days after receipt in our warehouse.

👉 From some countries in the European Union, returns are free (Spain, Belgium, Luxembourg, Netherlands, Portugal, Germany, Austria, Denmark, Finland, Italy, Poland and Sweden) returns are free :

- Declare your return online in your personal space, section "My account/my orders" by following the different stages.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the relay point.
- The reimbursement will take place within a maximum period of 15 days after receipt in our warehouse.

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

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

It is imperative that you keep the return number present on the return voucher. You can also keep the proof of filing affixed to the carrier's stamp, it will serve you as insurance throughout the return journey of your package. Thanks to its elements, you will be able to follow your return to the "Package follow -up" section on the carrier's website.

It is obvious that the damaged, incomplete, salis or without the original packaging will be neither picked up, exchanged, nor reimbursed. Note that beyond the period of 30 days from delivery, the goods will not be taken over, exchanged, reimbursed.

If you placed your order as a guest, to make a return, you just have to create an account and go to the order part of the account to make your return request.

What is the deadline for receiving my refund?

Once your package is received and your return validated by our logistics team, we will refund your purchase within 10 days maximum from reception. You will receive an email to notify you when the refund has been made. Count between 2 to 3 working days after receipt of the email so that the refund appears on your bank account. If however you do not receive your refund within 10 days after receiving your parcel at the warehouse, you can write to us at contact@m-moustache.com or via WhatsApp.

The refund of an order paid with an e-card gift or a credit will be automatically transformed by a new credit available on your account.

Note that all purchases made from one of our resellers or on a marketplace are directly treated by them, so we invite you to contact their customer service directly.


I wish to exchange my article.

We do not make a standard exchange. To exchange an item, we can proceed either by having reimbursement. You can return the article not corresponding to us with your return voucher to your M.Moustache account. As soon as we receive it, we can validate you if you want to recommend, or failing that a refund. The assets created online are valid for 1 month, during this period you can order the new product that suits you at any time. If you have any questions, do not hesitate to contact us at contact@m-moustache.com

Note that all purchases made from one of our resellers or on a marketplace are directly treated by them, so we invite you to contact their customer service directly.

Deliveries

Delivery deadlines and costs
The delivery conditions vary according to the carrier you choose and the country of destination. All orders placed before 11:30 am (excluding weekends and holidays) are shipped the same day. If the order is placed after 11:30 am, it will be shipped on the next working day.

For metropolitan France, standard shipping costs are offered above 150€. Several modalities are possible:
- La Poste Colissimo without signature - 5€: Delivery in 2 to 3 working days.
- Mondial Relay - 4€: Delivery in 3 to 5 working days.
- TNT Express delivery -  6€: Delivery the next working day
- Pick up in M. Moustache shops- Free: Delivery in 2 working days

For the Dom Tom:
- DHL International - 20€: Delivery in 15 to 20 working days. Note that the carrier may ask you to adjust the amount of sea grant at the time of delivery.

For Europe:
- Mondial Relay (Belgium, Germany, Luxembourg, Spain) - 4€: delivery in 3 to 7 working days.
- at home delivery (Fedex or DHL): 8€: delivery in 3 to 5 working days.
- DHL Switzerland / Norway / Liechtenstein - 12.50€: Delivery in 3-5 working days.

For the rest of the world:
- DHL Monde - 20€: Delivery in 3 to 5 working days.

Outside the EU and Metropolitan France, administrative and / or customs costs can be applied by the carrier.

For administrative reasons, we are unfortunately not yet able to deliver to Russia.
 
When will I receive my order ?
Your order is dispatched the same day of the purchase, provided that it has been placed before 11:30 am (excluding weekends and holidays). You can find our different deliveries deadlines by clicking here.
 
Where is my order ?
Once your order is sent, you will be informed/e 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 personal space, my account/my orders. Then click on the order number then on "follow my order".

Note that if your delivery option is one of our shops, you will not have a  delivery follow -up. But don't worry, you will receive an email once it is ready to be picked up.
 
I have a delivery problem.
👉 My order was announced delivered, but I haven't received anything.
- Colissimo without signature: it happens that a package is notified as delivered the day before official delivery, which ultimately takes place only on the next working day. If after waiting and asking your neighborhood, you have not found your package, you can reacj out to our customer service right here. We will open a ticket with La Poste and find you the best solution.
- TNT/FEDEX/DHL: As the signature is mandatory, your package may have been received by a neighbor. We invite you to go around your neighborhood and, if you have not found anything, reach out to us right here. If the package has been delivered to a partner merchant, the merchant's address will be indicated on the follow-up on the transporter's website.

👉 My package is returned to the sender, what should I do?
If you could not pick up your package or the carrier could not deliver you, and it has returned to us, do not hesitate to reach out to our customer service. We will find the best solution together: either refund or we will send the package again, depending on our stocks. In the event of a refund, it will be made by the same payment method as when plaing the order (bank card or PayPal). In any case, we will klet you know. Refund by a credit card can take up to 3 working days while the refund on PayPal is immediate.

👉 My package is late.
It may happen that your delivery has a delay. In that case, we invite you to get all the necessary information about your order and reach out to our customer service here so that we can find the best solutions together.

Account

I want to create an account.

Create your M.Moustache account to receive our invitations to our private sales, add shoes to your wishlist or even follow the status of your orders.

To create your customer account, it's very simple:
- Click on the My Account icon at the top right of the home page on your computer, or on the menu from your mobile.
- Enter your email address on the log in page.
- Fill in the requested information and validate.

I forgot my password, what to do?

If you have lost your password, there is a very simple way to recover it! When you are on the log in page, you just have to click on "Forgot password?". You will then receive an email allowing you to reset it and then log in. Do not forget to check your spam/unwanted letters, it is possible that the email is there :)

Newsletters

In our newsletter you can find all the latest update of M.Moustache and will be notified of our private sales!
To receive our invitations, simply go to the bottom of the home page and enter your email address.

If you no longer wish to receive our newsletters, just click at the bottom of the email on "unsubscribe".

I want to change my personal information.

If you wish to modify the information relating to your customer account, simply log in to your account and go to the tabs "Information"and/or" addresses ". From these tabs you can modify your name, first name, date of birth, phone number, but also your password as well as your delivery addresses. Note that our customer service does not have the ability to modify your password for you.

I want to delete my account.

To delete your M.Moustache account, you can send us an email at contact@m-moustache.com. Do not hesitate to tell us the reason for your approach, we are keen to hear your feedback. Our team will answer you to and confirm that your account has been deleted. This action will result in the deletion of all your order history and no turning back will be possible.

Products

The product I want is unavailable.

If a product is marked as soon available, you can create an alert on the product page  in order to be informed by e-mail as soon as it is back in stock again! 


Is it possible to book an article if there is a restocking?

Unfortunately, it is not possible to book an article in advance. We invite you to sign up to our newsletter and follow our news on social networks to be sure not to miss you favorite products.


My article has  a defect, what to do?

At M.Moustache, we are keen to offer you quality and sustainable products.. If despite all our quality controls the pair of shoes presents a defect upon receipt of your order, we invite you to reach out to our customer service at the following  email address contact@m-moustache.com and to join photos as well as information about your purchase (invoice, receipt) so that we find the best possible solution.

If after receiving your request, we note that there is a proven and recognized defect within 4 months of purchase, our team will support you and find a solution. 

Payments and gift cards

What are the payment methods ?

We accept Credit card Visa & Visa Electron, Mastercard, Maestro, Bancontact, Prepaid cards (CB, Mastercard, Visa) and payment via the Paypal platform.

For orders in France, we also offer payment in 3 times from 150€ purchase via the Alma platform.

Note that we do not accept payments by check or bank transfer.

Is my payment secure?

Regarding the protection of your data, the information transmitted during the payment is taken in charge by our partner Payplug and transit in a secure and encrypted manner.

Be reassured, M.Moustache does not store or does not have access to your bank details. The backup of your banking information only allows you to place an order faster and easier.

For a payment in 3 times, the bank details are saved by Alma when placing the order to allow future samples.

Also, in the case of a payment via Paypal, it ensures the confidentiality of your banking information, and no data is stored.

For more detailed information on the processing and protection of your data, go to our legal notices page by clicking right here.


I want to pay with a gift card, a credit or discount code.

If you want to use your gift card to pay your order, just enter the code received in the insert "Do you have a promo code?"Above the detail of the price in your basket. It will then be enough to click on"To add"For the code to be taken into account, the total of your order will be updated automatically.

To use your coupon or your reduction code on the site, it is the same operation as a gift card.

If you want to use a printed coupon  that has been created in a shop, online, you must first send the photo of your physical credit to our customer service just here so that we update it to make it available online.

Note that promotional / discount codes do not work on products already discounted (vintage collections, solidarity and sales days) and that a code can be used only once and is not combinable.


I want to buy a gift card.

The M.Moustache gift card is a little attention that will surely please your loved ones!

Create and buy your gift card in a few clicks: the card is sent to the email address of your choice !It is valid during one year from the reception of the email and can be used one or more times on our site or in stores.

They are available on our M-moustache.com and you can choose an amount of your choice between 25 € and 350 €. You can also add a personalized word to it :)


How to get my bill?

All invoices associated with your orders are available in the "History and details of my orders" part in your customer account. They can be viewed and downloaded at any time, for all orders placed since you signed up. If you can't find your bill, write to us right here.


Parliaments

For all purchases made outside the European Union, we unfortunately do not offer departments on our products.

Partnership and press

I wish to become a reseller: 

Do you have a shop and want to resell our shoes? A big thank you for your support! Tell us more about your shop by filling out our quick form by clicking here and our sales team will come back to you quickly.


Talk about us:

Feel free to reach out to the email address below, we'll guide you if you want to talk about us.
Email: contact@m-moustache.com