Returns & Refunds Policy

moo2me.com  ·  Last updated: March 2026

We want you to love your Moo2me piece. If something isn’t right, please get in touch — we will always do our best to find a good solution.

1. Please Contact Us First

Before returning anything, please contact us at
Do not send items back without getting in touch first — we may be able to resolve the issue without a return, and unrequested returns cannot be processed.

2. Your Right of Withdrawal (EU Cooling-Off Period)

As a consumer buying online within the EU, you have the right to withdraw from your purchase without giving any reason, under the EU Consumer Rights Directive (2011/83/EU) and Dutch consumer law (Burgerlijk Wetboek, Article 6:230o).

You have 14 days from the day you receive your order to notify us that you wish to return it. You then have a further 14 days from that notification to return the item to us.

To exercise this right, please notify us clearly at   before the 14-day period expires. You can use our contact form or send a plain email — no special form is required.

3. Items That Cannot Be Returned

The following are excluded from the right of withdrawal under EU law:

  • Bespoke and custom-made pieces — jewellery made specifically to your specifications (size, engraving, custom design, wedding rings made to commission) cannot be returned, as these are made to order and cannot be resold. This exception is established under Article 16(c) of the EU Consumer Rights Directive.
  • Items that have been personalised or altered after purchase at your request.
  • Items that have been worn, used, or are not in their original condition and packaging.

If you are unsure whether your item is eligible for return before purchasing, please ask us.

4. Condition of Returned Items

To be eligible for a return, items must be:

  • Unworn and unused
  • In their original condition, with no signs of wear, damage, or alteration
  • Returned in their original packaging

We reserve the right to reduce the refund amount if an item has been handled beyond what is reasonably necessary to assess it (equivalent to inspecting it in a physical shop).

5. How to Make a Return

Once we have confirmed your return is eligible:

  • We will provide you with our return address and a return reference number
  • Please pack the item securely — we recommend using the original packaging
  • Ship with tracked and insured delivery to the value of the item; we recommend this strongly as we cannot be held responsible for items lost or damaged in return transit
  • Include your order number and name inside the parcel

Return shipping costs are at your expense, unless the item arrived damaged or the return is due to our error — in those cases we will cover the cost.

6. Refunds

Once we receive your returned item, we will inspect it and notify you by email whether your refund has been approved.

If approved, we will process your refund within 14 days of receiving the returned goods. The refund will be issued to your original payment method. If you returned your entire order, we will also refund the original standard shipping cost; we are not required to refund premium or express shipping upgrades you chose.

Refunds can take a few additional business days to appear, depending on your bank or card provider. If you have not received your refund after 14 days of our confirmation email, please check with your bank before contacting us.

7. Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us within a reasonable time with a description and photographs. Under Dutch consumer law, you are entitled to a repair, replacement, or refund for items that are not as described or not of satisfactory quality.

We will cover return shipping costs for faulty or damaged items and will not charge a restocking fee.

8. Sale Items

Your statutory EU consumer rights apply regardless of whether an item was purchased at full price or on sale. However, we do not offer discretionary (goodwill) returns or exchanges on sale items beyond your legal entitlements.

9. Gifts

If an item was purchased as a gift and sent directly to you, please contact us with your order details and we can discuss the best solution. Note that refunds are generally issued to the original payment method of the person who placed the order.

10. Contact

For any questions about a return, refund, or your order, please contact us:

Moo2me
Holendrechtstraat 43-3,
1078TR Amsterdam,
The Netherlands
KvK: 87418088
Website: www.moo2me.com

Email:

We aim to respond to all enquiries within 2 business days.