Frequently Asked Questions
SHIPPING & DELIVERLY
Shipping is free for all orders containing sneakers in the European Union. For more details, please read our DELIVERY POLICY
For orders that do not contain any pair of sneakers, shipping costs may apply.
All orders placed before 10am are shipped the same day (excluding weekends & holidays).
Express orders placed before 10am are shipped the same day (excluding weekends and holidays) and delivered the next day before 6pm in Europe and within 3 days in the rest of the world (excluding weekends and holidays).
All express orders placed on Friday after 10am are shipped on Monday.
No additional tax is payable for any customer in the world.
All our prices are tax and duties included even for customers in the United Kingdom, Switzerland, the United States, Canada or Australia.
Our products are manufactured and shipped from the European Union (France, Portugal or Germany). All customers in the European Union will enjoy no additional tax, duties or VAT on their orders.
For countries outside the European Union like the United Kingdom, Switzerland, the United States, Canada or Australia, we have partnered up with GlobalE CrossBorder, a logistics solution to ship to all our customers with the tax and duties at our costs. So no additional taxes or duties will be asked when delivered, all our prices are tax and duties included.
RETURNS & EXCHANGES
Exchanges are free in the European Union for up to 30 days after delivery. In case of a full return, return shipping costs may apply in the European Union. Outside the European Union, return shipping costs will be at your own expense.
Fill in the form below to request an exchange or refund for one or more items :
- European Union Customers: https://returns.bigblue.co/moea
- All other customers (including UK, Switzerland): https://web.global-e.com/Returns/Portal/gsB8m
You'll receive a prepaid label within a few minutes for returning the pair. This allows you to drop off your MoEa parcel at a depot (post office, shopkeepers, lockers).
On receipt of the return, we'll proceed with the exchange or refund according to your choices on the form.
For exchanged items, we will send you a store credit for the value of the item, so that you can reorder it free of charge.
Refunds are made on receipt of the return. They will appear on your purchase account within 3 to 10 days.
We can only take back items in their original condition and packaging. In short, try on your pair only indoors, taking a few steps to check size and style, then decide whether or not you want to take them for a ride.
Exchanges are free throughout the European Union! In case of a full return, return shipping costs may apply.
You have 30 days to return your order after receipt. We can only take back pairs in their original condition and packaging. In short, only try on your pair indoors, taking a few steps to make sure you've got the right size and style, so you can decide whether or not to take them for a ride!
Just fill in the form below to request an exchange or refund for one or more items:
Once you've filled in the return form, you'll immediately receive a prepaid label (France & European Union).
After receiving the parcel and checking its contents:
1. Exchange: You will receive a gift code for the value of the returned products, enabling you to place a new order. Exchanges are free of charge.
2. Refund: We will refund the returned products to your original payment method. Returns are not free of charge, return shipping costs will be deducted from the total refunded amount.
- Promo code & exchange: if you have used a promo code on your order, in the case of an exchange you keep it, there will be no additional costs.
- Refunds are made upon receipt of the return. They will appear in your bank account within 3 to 10 days.
In case of an exchange in the E.U, no extra shipping costs will be applied. Exchanges are free throughout the European Union.
In case of a return in the E.U, the following return shipping costs will apply:
- France, Germany, Austria, Belgium, Spain, Luxembourg, Netherlands - €10
- Denmark, Sweden, Finland, Czech Republic, Italy, Croatia, Slovenia, Slovakia, Monaco, Andorra - €15
- Hungary, Poland, Cyprus, Malta, Greece, Ireland, Liechtenstein, Portugal, Bulgaria, Latvia, Lithuania, Romania, Estonia - €25
Return shipping costs will be deducted from the total refunded amount. We will process your refund within 14 days after receiving your returned package. We will refund the amount to your chosen payment method.
- Exchanges are free for up to 30 days after delivery ususally. For Christmas reasons, they are free for 60 days !
- In case of a full return, return shipping costs may apply.
You have 60 days to return your order after receipt. We can only take back pairs in their original condition and packaging. In short, only try on your pair indoors, taking a few steps to make sure you've got the right size and style, so you can decide whether or not to take them for a ride!
Please fill in the form below to request an exchange or refund for one or more items :
- All customers outside European Union (including UK, Switzerland and the US): https://web.global-e.com/Returns/Portal/gsB8m
Once you've filled in the return form, you'll immediately receive a prepaid label or the return process. This allows you to drop off your MoEa parcel at a depot (post office, shopkeepers, lockers).
On receipt of the return, we'll proceed with the exchange or refund according to your choices on the form.
1. Exchange: You will receive a store credit for the value of the returned items, so that you can reorder it free of charge.
2. Refund: We will refund the returned products to your original payment method.
- Exchanges are free -
In case of an exchange, no extra shipping costs will be applied. Exchanges are free throughout the world.
In case of a return, the following return shipping costs will apply:
- United States, Canada, Australia & Rest of the world - €25
Return shipping costs will be deducted from the total refunded amount.
RETURN LABEL NOT RECEIVED
Start by checking your spam folder. If you still can't find our email address, write to firstname.lastname@example.org, and we'll get you out of trouble within 24 hours.
LOST DELIVERY NOTE
For your return to be accepted, you must enclose the delivery note with the parcel. If you've lost it, write to us and we'll send it back to you.
NO NEWS OF MY RETURN
Check the tracking code on the label to make sure we've received your package. If so, we re-check returns on Fridays, and you'll probably be one of them. If it takes too long, contact us at email@example.com for a quick turnaround.
We cannot take back or exchange products purchased from a physical or online retailer. We invite you to contact the store to return your items.
Out of hygienic reasons, socks cannot be exchanged or refunded. Cleaning kits cannot be exchanged or refunded.
We have tested our products and vegan materials for over a year and they are as robust and durable as leather. Biomaterials have passed the flexibility and abrasion resistance tests and have shown their robustness with more than 50.000 cycles (same as leather).
You can also check our product reviews to see how many customers are satisfied with their products.
We denounce the production of leather as one of the most cruel towards animals and an environmentally damaging industry today.
To avoid the negative impacts of leather, we find out that waste of fruits and plants is a solution to avoid animal material and reduce our carbon footprint. The waste is recycled and colored to give birth to wearable materials. The biomass is blended with stabilizers like organic cotton, recycled plastic or bio-PU depending on the plant.
Biomaterials are an innovative alternative to leather. They are made from a technological process that transforms plant waste into a wearable material with leather-like properties. This is a real breakthrough because biomaterials have a much lower environmental impact than leather and are of course cruelty-free.
No, on average MoEa sneakers bio-based materials are composed of 49% of fruit and plants. We expect this percentage to grow quickly over the next few years simultaneously with the increasing knowledge on these new methods of production.
In the end, a biomaterial = Waste fruit or plants + stabilizer (cotton, recycled PU, bio PU)
Here is the composition of our sneakers:
- 1. Apple: 32% apple, 34% organic cotton, 34% recycled plastic
- 2. Pineapple: 72% pineapple leaves, 23% bio-PU, 5% PU
- 3. Grape: 32% grape leftovers, 22% water-based PU and 46% recycled polyester
- 4. Cactus: 40% cactus skin and oil, 32% organic cotton, 28% bio-PU
- 5. Corn: 69% corn skin and oil and 31% recycled plastic
They are made in Spain. Thought for your comfort, our insoles have a shape memory and are made of recycled wood fiber for a comfy sole.
They are made in recycled bamboo, in Spain, and are soft, breathable and vegan.
Our glue is vegan, made in Portugal and water-based for a clean and solid finish.
Our Vegan materials are produced in Europe (except for the cactus, made in Mexico) :
- Apple : Wastes from the italian apple juice industry, produced in Italy
- Pineapple : Pineapple leafs from the Philippines, produced in Italy
- Grape : Grapes from the italian vineyards, produced in Italy
- Cactus : Cactus from the Mexican desert, produced in Mexico
- Corn : US non-edible corn, produced in Italy
PRODUCTION & SOCIAL IMPACT
MoEa sneakers are entirely handcrafted in Guimarães, in the north of Portugal.
Most of our materials (biomaterials, soles, laces, insoles, lining, packaging, etc.) are made in Italy, Portugal or Spain.
We are fighting to keep a local production in the European Union.
Yes, all the workers in our factory are fairly paid, above the living wage, and work in respectful conditions. All our partners comply be the European low et and their suppliers by the local regulations.
64% of the workers are women.
Yes, we only work with suppliers whose production sites we can visit because we believe that "we only believe what we see".
In order to maintain your pair in its original state you can use a neutral soap and a damp cloth.
No, putting them in the washing machine would irretrievably damage your MoEa sneakers.
According to the World Footwear Yearbook, over 24 billion pairs of shoes are produced annually (primarily under exploitative conditions) with sneakers accounting for the largest share and causing 1.4% of global greenhouse gas emissions.
Bio-based materials are on average 89% less carbon emissive than leather.
Using bio-materials and producing locally are the two main reasons why a pair of MoEa sneakers emit less carbon than an average pair of shoes.
At MoEa we are assisted by 2 independent firms: CLIMATE PLUS that provide our carbon assessment and life cycle and Carbon Fact for a double check. Therefore, we have two different sources to calculate our carbon impact.a
We apply an accredited calculation method, a life cycle analysis to calculate the impact of our products and sneakers. To provide this analysis, different scopes in the life cycle are taken into account:
- the raw materials (production and shaping),
- upstream freight (transports during production),
but excludes downstream freight or more commonly called, distribution.
Life Cycle Assessment (LCA) is a standardized evaluation method (ISO 14040 and 14044) that allows a multi-criteria and multi-stage environmental assessment of a company over its entire life cycle.
Carbon Fact analyzed MoEa Life Cycle Assessment and assessed a ranking of 5kgC02 on average per pair compared to a leather trainer with 20kg of CO2. Therefore, a pair of MoEa sneakers emits -53% less carbon than the average.