Returns & Exchanges

RETURNS & EXCHANGES YOUR MOEA SNEAKERS

You have 30 days after receiving your order to make a return, with three possible options:

Refund (available for all countries)

• Refund processed after receipt and verification of the return.
• The return is free with a prepaid label sent by email.
• Return fees may apply (see conditions).

Exchange (Available only in the EU)

• Exchange possible for a different size or model.
• Based on the initial value of the product (before discount).
  • If the new item is more expensive, the difference must be paid.
  • If the new item is cheaper, the difference will be refunded.
• Shipping costs are the same as for an order (free at pick-up points).
• The exchange will be shipped only after the returned product(s) have been received and verified at our warehouse.
  

Store Credit (Available only in the EU)

• A store credit valid on moea.io equivalent to the value of the returned product (before discount).
• Issued only after the returned item(s) have been shipped.
  
  

To make your request, visit our return portal:

• European Union customers: https://returns.bigblue.co/moea
• All other customers (including the UK and Switzerland):
  https://web.global-e.com/Returns/Portal/gsB8m
  
  

ORDERS OUTSIDE THE EUROPEAN UNION

For orders placed outside the European Union, only returns for refunds are possible. At this time, we do not offer exchanges or store credit for orders placed outside the European Union.

RETURN CONDITIONS

We can only accept items in their original condition and packaging. Try your shoes indoors only, take a few steps to check the size and style, then decide if you want to keep them.

Non-refundable products

• Socks and cleaning kits cannot be exchanged or refunded for hygiene reasons.

RETURN FEES (in case of refund)

Returns are free in the EU, but return fees may apply for certain regions:

• France, Germany, Austria, Belgium, Spain, Luxembourg, Netherlands - €5
• Denmark, Sweden, Finland, Czech Republic, Italy, Croatia, Slovenia, Slovakia, Monaco, Andorra - €10
• Hungary, Poland, Cyprus, Malta, Greece, Ireland, Liechtenstein, Portugal, Bulgaria, Latvia, Lithuania, Romania, Estonia - €25

Return fees will be deducted from the total refunded amount.

REFUND

We will process the refund within 14 days of receiving the returned package. The refund will be made via the payment method used for the purchase.

ISSUES WITH A RETURN?

Return label not received

• Check your spam folder. If you still cannot find the email, contact us at welcome@moea.io, and we will assist you within 24 hours.

Lost delivery note

• To have your return accepted, you must include the delivery note in the package. If you have lost it, contact us, and we will send you a new one.

No update on my return

• Check your return tracking using the tracking number on the label.
• We process returns every Friday, so if it takes time, contact us at welcome@moea.io for priority processing.

Damages and issues

• Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect so we can find a solution.

Return to retailer

• We cannot accept or exchange products purchased from a physical or online retailer. Please contact the store directly.

For any other questions, check our Help Center on our website.