FAQ

FAQ

1. HOW LONG WILL IT TAKE TO DELIVER MY MOILO SOCKS?

Due to the current situation, our delivery partners are not able to provide specific information on delivery times to different countries. Please get in touch and we will update you based on your case.

2. WHAT IS YOUR RETURN & REFUND POLICY?

You have the right to return all products you have bought from www.moilo.com for a full refund or exchange within 14 days of receiving them.

While our shipping is free of cost, you need to pay for the return shipping fee, which will get adjusted with your final refund amount, along with the handling charges, if any. All eligible refunds shall be paid in full within 20 business days from receiving the cancelled/returned item of purchase.

All items have to be unused with labels and packaging intact. When you return or exchange any product, you must cover the shipping charges. As soon as we receive your return, we will process your exchange or refund request. Please note that you will not be reimbursed for the original shipping charges. Any refunds made by us will be processed back to the original payment method when you placed your order.

We do not take responsibility for any items lost during the return shipping.

Please contact us at [email protected] to arrange details.

3. HOW SHOULD I TAKE CARE OF MY MOILO SOCKS?

We work hard to ensure that our socks are of the highest quality possible. However, the life span can vary depending on the care and handling of your Moilo socks. We recommend a washing temperature of 40°C/104°F.

Bleaching or ironing should be avoided. Even though our socks are durable, they will last longer if they are kept out of the tumble dryer.

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4. CAN I AMEND MY ORDER OR ADDRESS AFTER I HAVE PLACED IT?

Regrettably, it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so it is possible our warehouse has already processed it.
If a change is necessary please contact us and we will do our best to help you.

5. MY ORDER HASN'T BEEN DELIVERED YET

Please allow for the estimated delivery time plus a few extra business days (Mon-Fri) to pass. If your order does not arrive within the estimated time, it is most likely just a bit delayed but will still arrive within the next couple of days. It is also worth checking if there are any local delays in your area.
If your estimated delivery date has passed by more than five business days and you haven’t received your order, please contact us so we can help you further.

6. I HAVE RECEIVED THE WRONG PRODUCT/SIZE

Should you receive a delivery containing damaged or wrongly packaged item(s), please contact us through the contact form and state your order ID. We will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference.

7. MY ORDER IS MISSING A PRODUCT

Should an item be missing from your delivery, please contact us through the contact form and we will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference. Please state your order ID.

8. I HAVE PLACED AN ORDER BUT I HAVEN'T RECEIVED A CONFIRMATION EMAIL.

Please check your spam folder since the confirmation email might be mistaken as junk mail and end up in there.
The order confirmation should be sent right away, but it can happen that there is a delay. If you have not received anything after 24 h, please contact us so we can check that everything is fine with your order.

9. SHIPPING

Orders may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. We cannot predict what your particular charges may be, you have to contact your local customs office for more information.  As a customer you will be responsible for accounting for any VAT and/or import duties due to the tax authorities in your country. 

10. OUR DONATIONS TO UNITED WORLD SCHOOLS

At the end of each year, we donate money to United World Schools accordingly based on the number of Moilo socks boxes sold.

11. WHAT SIZE DO MOILO SOCKS COME IN?

Our socks are unisex and come in Small to Medium and Large to Extra Large sizes.
Check out our Size Guide here:
Sizes: UK EU US♂ US♀
S-M 4-7 37-41 4-7.5 5-10
L-XL 8-11 42-46 8-12.5 10.5-13

12. DO YOU SELL MOILO SOCKS IN STORES?

For now, you’ll only find Moilo socks right here at moilo.com.

13. WILL MOILO SOCKS SHRINK?

Because of the materials we use, your Moilo socks may appear bigger than expected when you first take them out of the box. They will shrink just once and just a bit the first time you wash them.

14. WHAT’S THE WHOLE “BE BRIGHTER” THING?

When we say “Let’s be brighter” we don’t only mean wearing brightly coloured socks. We mean making smart buying choices by choosing products ethically made in the EU. And we mean educating children that can’t easily access education so they can also see a bright future for themselves.

“Brighter world” stitched inside of every Moilo pair is a reminder that by brightening your day with Moilo socks you make a kid brighter on the other side of the world.