Frequently asked questions

Where is my order ?

Once your order has left our warehouse, you will be informed by email. You will then receive the tracking number provided by the carrier you have selected during the purchase.

To follow the delivery status of your order, go to your account, my account/my orders. Then click on the order number then on "" follow my "" "order.

Note that if you choose to deliver the order in one of our shops, you will not have any tracking number. But don't worry, you will receive an email once it is ready to be picked up.

My article has a defect

At M.Moustache, we are committed to offering you quality and responsible products. If, despite all our quality controls, a pair of shoes has a defect on receipt of your order, we invite you to make a reservation and contact our customer service department immediately at contact@m-moustache.com, enclosing photos and a record of your purchase (invoice, receipt) so that we can find the best possible solution.

How to make a return ?

If the size does not suit you, or if you have simply changed your mind, you have 15 days to ask a return by clicking here. But note that only the products returned in a perfect condition, not worn, not soiled and in their origins packages will be accepted.

Depending on your country, the return conditions are as follows:

👉 From metropolitan France, returns are free:
Choice 1:  Place your return in one of our shops in Paris, Toulouse, Lyon, Bordeaux, Marseille or Lille.
- Bring your order number and drop off your shoes at the store of your choice. You will find the list right here. 
- Drop the product in the selected shop.
- The exchange or refund is immediate.

Choice 2: Place your return to the pick up point, the list is here
- Declare your return online in your personal space, section "My account/my orders" by following the different stages or clicking here.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the pick up point.
- The exchange or refund will take place within a maximum of 72 hours.

👉From EU countries, returns are free of charge:
- Declare your return online in your personal space, section "My account/my orders" by following the different stages or clicking here.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the pick up point.
- The exchange or refund will take place within a maximum of 72 hours.

👉 From the DOM-TOM, and the rest of the world:
The return costs are at your own expenses. You can send the package to the following address:

M-MOUSTACHE C/O EFILOG LOGISTIQUE
2 RUE DES TAILLANDIERS
72800 LE LUDE FRANCE

It is important that you keep the return number detailed on the return voucher. You can also keep the proof deliveries with the carrier stamp, it will give you insurance throughout the return journey of your package. Because of that, you will be able to track your return until it reaches the warehouse.

It is obvious that the damaged, incomplete, salis or without the original packaging will be neither picked up, exchanged, nor refunded. Note that beyond the period of 15 days, the goods will not be taken over, exchanged, refunded.

I wish to become a reseller

You have a shop and want to resell our shoes? A big thank you for your support! Give us more information about your shop by sending an email at sales@m-moustache.com and our sales team will come back to you quickly.

Where is my order ?

Once your order is sent, you will be informed by e-mail. You will then receive the tracking number provided by the carrier you have selected.
You can find your tracking number on your M.Moustache account in the "My orders" section.

I wish to cancel / modify my order.

Unfortunately, once your order is confirmed, we cannot change or even cancel it, whether it is in fulfilled or unfulfilled status.
In addition, we do not have the ability to add an article in your order. To do this, you just have to place a new order. For logistics reasons, we do not have the opportunity to merge several orders.

Why was my order canceled?

If after your order is placed, you receive a cancellation email, it means that one or more products in your order is unfortunately unavailable. Our customer service will contact you in order to confirm the cancellation as well as the refund (total or partial). Note that the refund will be made via the same payment method used during the purchase.

I can't validate my order.

Don't worry, you just need to refresh the page, this may be enough to unlock the situation. If this still does not work, the best solution is to try to place your order from another browser (we recommend Google Chrome) or from a computer if you are on a mobile.

I did not receive my order confirmation email.

If you have not received a confirmation email, do not hesitate to check in your spam inbox, your email may be there. If not, reach out to us : contact@m-moustache.com. We will check that your order has been taken into account and we will provide you with the information relating to your order.

There is an error on the content of my order.

We are sorry that the content of your order does not match what you have ordered. We invite you to contact our customer service by email at contact@m-moustache.com. You can also join us via WhatsApp.

In order to be able to process your request as quickly as possible and as soon as possible, we invite you to send a photo of the article received as well as the data relating to your order.

We will thank you for not returning the article(s) without having contacted our customer service.

How to make a return?

If the size does not suit you, or if you have simply changed your mind, you have a period of 15 days from the delivery to make the return by clicking here. But beware, only the products returned in perfect condition, not worn, not soiled and in their origins of origins will be accepted.

Depending on your country, the return conditions are as follows:

👉 From Metropolitan France, returns are free:
Choice n°1: Place your return to one of our stalls in Paris, Toulouse, Lyon, Bordeaux, Marseille or Lille.
- Bring your order number and drop off your shoes at the store of your choice. You will find the list right here. 
- Drop the product in the selected shop.
- The exchange or refund is immediate.


Choice n°2: Place your return to the pick up point, the list is here.

- Declare your return online in your personal space, section "My account/my orders" by following the different stages or clicking here.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the pick up point.
- The exchange or refund will take place within a maximum of 72 hours.

👉 From EU countries, returns are free of charge:

- Declare your return online in your personal space, section "My account/my orders" by following the different stages or clicking here.
- Slide the return voucher inside, glue the return label generated on your package and go down it in the pick up point.
- The exchange or refund will take place within a maximum of 72 hours.

👉 From DOM-TOM and the rest of the world:
The return costs are your responsibility. You can send your package to the following address:

M-MOUSTACHE C/O EFILOG LOGISTIQUE
2 RUE DES TAILLANDIERS
72800 LE LUDE FRANCE

It is imperative that you keep the return number present on the return voucher. You can also keep the proof of filing affixed to the carrier's stamp, it will serve you as insurance throughout the return journey of your package. Thanks to its elements, you will be able to follow your return to the "Package follow -up" section on the carrier's website.

It is obvious that the damaged, incomplete, salis or without the original packaging will be neither picked up, exchanged, nor reimbursed. Note that beyond the period of 15 days, the goods will not be taken over, exchanged, reimbursed.

If you placed your order as a guest, to make a return, you just have to create an account and go to the order part of the account to make your return request.

I want to exchange my article.

M.Moustache offers exchanges for the items of your choice directly from the returns interface here.

Once you have requested an exchange for another item, you will receive a shipping confirmation email containing the tracking link for your new order. 

Please note that a request for exchange on an exchange will not be possible, in which case you will have to request a refund and make a new purchase. 

Note that all purchases made from one of our resellers or on a marketplace are directly treated by them, so we invite you to contact their customer service directly.

What is the deadline for receiving my refund?

Once your package has been received and your return has been validated by our logistics team, we will proceed with the refund of your return. This will be carried out via the payment method used at the time of order, and will be visible on your account within approximately 72 hours. Please allow 2 to 3 working days for the refund to appear in your bank account. If, however, you do not receive your refund within 10 days of receipt of your parcel at the warehouse, you can write to us at contact@m-moustache.com or via Whatsapp.

The refund of an order paid with an e-card gift or a credit will be automatically transformed by a new credit available on your account.

Note that all purchases made from one of our resellers or on a marketplace are directly treated by them, so we invite you to contact their customer service directly.

I made my purchase in a store and I would like a refund. 

If you have purchased in-store and would like a refund, please visit one of our stores for an immediate refund.

I want to create an account.

Create your M.Moustache account to receive our invitations to our private sales, add shoes to your wishlist or even follow the status of your orders.

To create your customer account, it's very simple:
- Click on the My Account icon at the top right of the home page on your computer, or on the menu from your mobile.
- Enter your email address on the log in page.
- Fill in the requested information and validate.

I forgot my password, what to do?

If you have lost your password, there is a very simple way to recover it! When you are on the log in page, you just have to click on "Forgot password?". You will then receive an email allowing you to reset it and then log in. Do not forget to check your spam/unwanted letters, it is possible that the email is there :)

Newsletters

In our newsletter you can find all the latest update of M.Moustache and will be notified of our private sales!
To receive our invitations, simply go to the bottom of the home page and enter your email address.

If you no longer wish to receive our newsletters, just click at the bottom of the email on "unsubscribe".

I want to change my personal information.

If you wish to modify the information relating to your customer account, simply log in to your account and go to the tabs "Information"and/or" addresses ". From these tabs you can modify your name, first name, date of birth, phone number, but also your password as well as your delivery addresses. Note that our customer service does not have the ability to modify your password for you.

I want to delete my account.

To delete your M.Moustache account, you can send us an email at contact@m-moustache.com. Do not hesitate to tell us the reason for your approach, we are keen to hear your feedback. Our team will answer you to and confirm that your account has been deleted. This action will result in the deletion of all your order history and no turning back will be possible.

The product I want is unavailable.

If a product is marked as soon available, you can create an alert on the product page  in order to be informed by e-mail as soon as it is back in stock again! 

Is it possible to book an article if there is a restocking?

Unfortunately, it is not possible to book an article in advance. We invite you to sign up to our newsletter and follow our news on social networks to be sure not to miss you favorite products.

My article has  a defect, what to do?

At M.Moustache, we are keen to offer you quality and sustainable products.. If despite all our quality controls the pair of shoes presents a defect upon receipt of your order, we invite you to reach out to our customer service at the following  email address contact@m-moustache.com and to join photos as well as information about your purchase (invoice, receipt) so that we find the best possible solution.

If, after receiving your request, we find that there is an abnormal defect, our team will assist you with the necessary steps.

What are the payment methods ?

We accept Credit card Visa & Visa Electron, Mastercard, Maestro, Bancontact, Prepaid cards (CB, Mastercard, Visa) and payment via the Paypal platform.

For orders in France, we also offer payment in 3 times from 150€ purchase via the Alma platform.

Note that we do not accept payments by check or bank transfer.

Is my payment secure?

Regarding the protection of your data, the information transmitted during the payment is taken in charge by our partner Payplug and transit in a secure and encrypted manner.

Be reassured, M.Moustache does not store or does not have access to your bank details. The backup of your banking information only allows you to place an order faster and easier.

For a payment in 3 times, the bank details are saved by Alma when placing the order to allow future samples.

Also, in the case of a payment via Paypal, it ensures the confidentiality of your banking information, and no data is stored.

For more detailed information on the processing and protection of your data, go to our legal notices page by clicking right here.

I want to pay with a gift card, a credit or discount code.

If you want to use your gift card to pay your order, just enter the code received in the insert "Do you have a promo code?"Above the detail of the price in your basket. It will then be enough to click on"To add"For the code to be taken into account, the total of your order will be updated automatically.

To use your coupon or your reduction code on the site, it is the same operation as a gift card. 

Note that promotional / discount codes do not work on products already discounted (vintage collections, solidarity and sales days) and that a code can be used only once and is not combinable.

I want to buy a gift card.

The M.Moustache gift card is a little attention that will surely please your loved ones!

Create and buy your gift card in a few clicks: the card is sent to the email address of your choice !It is valid during one year from the reception of the email and can be used one or more times on our site or in stores.

They are available on our M-moustache.com and you can choose an amount of your choice between 25 € and 350 €. You can also add a personalized word to it :)

How to get my bill?

All invoices associated with your orders are available in the "History and details of my orders" part in your customer account. They can be viewed and downloaded at any time, for all orders placed since you signed up. If you can't find your bill, write to us at contact@m-moustache.com. 

Duties free

For all purchases made outside the European Union, we unfortunately do not offer duties free on our products. Please also note that the prices are exclusive of tax for all purchases outside the EU. It is therefore possible that the carrier will ask you to pay tax, in addition to customs and customs fees.

I wish to become a reseller: 

Do you have a shop and want to resell our shoes? A big thank you for your support! Tell us more about your shop by sending an email at sales@m-moustache.com and our sales team will come back to you quickly.

Talk about us:

Feel free to reach out to the email address below, we'll guide you if you want to talk about us.
Email: contact@m-moustache.com