Returns & Exchanges

RETURNS & EXCHANGES YOUR MOEA SNEAKERS

You have 30 days from the date you receive your order to request a return.

1. Choose your return option

Refund — Available worldwide

• Your refund is processed after we receive and inspect your returned items.
• A prepaid return label will be emailed to you once your return is approved.
• A €6 return fee is deducted from your refund to your original payment method.

Exchange — Available in the EU only

• Exchange your shoes for a different size or model.
• The exchange value is based on the original product price before discounts. If the new item costs more, you pay the difference. If it costs less, we refund the difference.
• Shipping costs are the same as for a regular order. Delivery to pick-up points is free.
• We ship your exchange after receiving and inspecting your returned items.

Store Credit — Available in the EU only

• Receive store credit equal to the original price of your returned items before discounts.
• Store credit is valid on moea.io and issued once your return has been shipped.

How to request a return

Use the appropriate return portal:

• EU customers: https://returns.bigblue.co/moea
• All other customers, including the UK and Switzerland: https://form.typeform.com/to/LeJdeLGN

Orders outside the EU: Only refunds are available. Exchanges and store credit are not offered.

2. Return conditions

Returned items must be unused, undamaged, in perfect condition, and in their original packaging.

To check the fit, try your shoes indoors on a clean surface and take only a few steps. Items showing signs of wear, damage, or improper packaging will not be accepted. We reserve the right to refuse returns that do not meet these conditions.

Promotional offers and free gifts

Promotional offers are conditional on keeping the qualifying items.

For the “Buy 1 pair, get 1 free product” offer:

• For a full or partial return, you must return one free product for each pair of shoes returned.
• If you keep part of your order, you may keep only the free gifts corresponding to the qualifying items you retain.
• Free gifts must be unworn and returned in their original packaging. Otherwise, their stated retail value will be deducted from your refund.

Non-refundable products

For hygiene reasons, socks and cleaning kits cannot be returned for a refund or exchanged.

3. Refunds and return fees

• Refunds: A €6 fee applies to refunds. Refunds are processed within 14 days of receiving your returned package and issued to your original payment method.
• Exchanges: Free of charge in the EU, including return shipping for size exchanges.
• Store credit: Free of charge in the EU.

4. Problems with your return?

I haven't received my return label

Check your spam folder first. If you still cannot find it, email welcome@moea.io. We will assist you within 24 hours on weekdays and within 72 hours on weekends.

I've lost my delivery note

You must include the delivery note in your return package. Contact us at welcome@moea.io if you need a replacement.

I haven't received an update on my return

Track your return using the tracking number on your label. We process returns every Friday. If your return is taking longer than expected, email welcome@moea.io to request priority processing.

My order is defective, damaged, or incorrect

Inspect your order upon receipt and contact us immediately so we can find a solution.

I purchased from a retailer

We cannot accept returns or exchanges for products purchased from physical or online retailers. Please contact the retailer directly.

For any other questions, visit our Help Center.