Sneaker care

Size

Didn't find your answer? Contact us! We reply within 24 hours on weekdays, Monday to Friday, from 9 AM to 6 PM. Outside these hours, drop us a message, and we’ll get back to you as soon as possible!

Home

Contact

MoEa Help Center

Care & Sizing

I returned my order, what is the refund timeframe?

I have not received my refund after the indicated timeframe

I canceled my order, when will I receive my refund?

Why is my refund not full?

Can I receive my refund through a different payment method?

I would like to replace my store credit with a refund. How can I do that?

Can I get a refund if the item has been used or damaged?

Refund via Klarna or Alma

Refunds

Track the status of my order

I haven’t received my order confirmation

I received my confirmation email, but my order still hasn't been shipped

Can I change the delivery address after shipping?

What is your cancellation policy?

Order Tracking 🚚

I received a wrong item

An item is missing from my order

The item in my order is damaged

Order Received 📦

My order is delayed

My package seems lost

My order has been returned, what should I do?

I am not available to pick up the package, what should I do?

How long will my package be available for pickup?

I haven’t received the code to pick up my package

Order Not Received 🙅‍♂️

Orders

Available delivery methods

What are the delivery times in France?

What are the shipping fees in France?

What are the delivery times internationally?

What are the shipping fees internationally?

Are there any taxes or duties?

Do I need to pay customs fees?

How can I change my address?

Change pickup point

What does pre-ordering involve?

Which pairs are available for pre-order, and when will they be shipped?

Delivery

What are the return options? (EU)

How long do I have to make a return or exchange? (EU)

How do I return an item?

Fees applied for a return (EU)

How do I prepare my return package?

Can I group multiple items in the same return?

I can't generate my return label, what should I do? (EU)

Where do I drop off my return package?

Track my return

My return is lost or damaged, what happens next?

How do I return a product purchased from a retailer?

Can I request an exchange for a pre-order or out-of-stock product? (EU)

Returns & Exchanges - UE 🇪🇺

What are the return options? (Rest of the world)

Are shipping costs refunded? (Rest of the world)

Can I request an exchange for a pre-order or out-of-stock product? (Rest of the world)

Returns - Rest of the world 🌍

What are the different payment methods available?

Is the payment secure on your website?

Is it possible to pay for an order in installments?

When will my payment be debited?

How to change the currency?

Gift card validity period

Payments & Invoices

I want to open an account

I can't access my account

I forgot my password, what should I do?

I want to subscribe to the MoEa Newsletter

I want to unsubscribe from the MoEa Newsletter

I want to delete my account, how do I do that?

Customer account

How to pay with a gift card?

My gift card isn't working, what should I do?

Can I get a refund on my gift card?

What is the validity period of a gift card?

Can I give a digital gift card as a gift?

Gift card

How do I use a promo code on your website?

My promo code isn’t working, what should I do?

Can I combine multiple promo codes on one order?

What is the validity period of promo codes?

Do promo codes apply to all items?

Can I use a promo code after placing my order?

Are promo codes valid with our resellers?

Are there special offers for new customers?

Can I cancel an order if the promo code wasn’t applied correctly?

Offers & Promo codes

List of official MoEa resellers

How do I file a complaint for a product purchased from a reseller?

Can a product purchased from a reseller be refunded, returned, or exchanged on the MoEa website?

Resellers

How do I clean my MoEa sneakers?

Is it possible to put them in the washing machine?

Do you offer a cleaning or repair service?

Are the sneakers waterproof?

What should I do if my MoEa sneakers make noise when walking?

Are your shoes unisex?

Do these sneakers need to be waterproofed?

What size should I choose?

Do you offer a size guide?

Are there half sizes or intermediate sizes available?

Do the sizes vary by model or collection?

Are the sneakers available in children's sizes?

What should I do if the size I want is out of stock?

Do you have models available in size 47?

What sizes do you offer for children's models?

What is the RE[MOEA] program?

What repairs are possible?

How long do I have to wait to get my pair back?

Is it possible to cancel a repair request?

The repair done on my pair is not correct. What should I do?

What is the "Repair Bonus"?

In which countries is the RE[MOEA] program available?

Which models are eligible for the RE[MOEA] program?

RE[MOEA]

What is the Second Life program?

Do I have to pay to recycle my MoEa sneakers?

Why did MoEa launch the Second Life program?

In which countries and for which models is the SecondLife (recycling) program available?

Second Life

Repair & Recycling

My product has a defect, what should I do?

Is there a specific repair service?

How can I recycle my pair of MoEa sneakers?

My product has a defect, what should I do if I bought it from a retailer?

Quality defects

How can I apply for a job offer?

Where can I view job openings?

I am a content creator, how can I collaborate with you?

Join us

What materials do we use to make our sneakers?

What are biomaterials?

Are MoEa sneakers entirely made from biomaterials?

Where are the biomaterials produced?

What about the lining?

What about the glue?

Our biomaterials

What is a pre-order?

Why are some sizes in stock and others on pre-order?

How can I return/exchange an item purchased through pre-order?

How can I know when my pre-ordered product will be shipped?

Why does the price change if it's on pre-order?

Which sneakers are available for pre-order, and when are they expected to ship?

Pre-order