Returns and reimbursements

Returns and reimbursements
category:Retours et Remboursements|order:3

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 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, Lyon, Bordeaux or Marseille.
- 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 refund 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, 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.

I made my purchase in a store and I would like a refund. 

You must go to the store where you made your purchase if you want a refund. The refund can only be made on the same payment terminal as the purchase.