Most frequent questions

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

🎁 During the Christmas holidays, we are extending our return policy. Returns for orders placed between 23th of November and 05th of December are extended to 6th of January 2023.

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, 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.

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.