CUSTOMER SERVICE


HOURS CUSTOMER SERVICE
Monday - Saturday: 10:00 - 18:00
(Closed: 13:00-14:00)
webshop@moose-in-the-city.com
+32 3 3690606
Our customer service can help you in Dutch, French and English.


FREQUENTLY ASKED QUESTIONS


ORDER


HOW DO I ORDER SOMETHING ONLINE

Shopping at MOOSE in the CITY is easy. Use the Women, Men, Design, Things, Books, Gift Voucher or Travel links. You can also shop directly by designer by clicking on the link Brands. Once you found a product, choose your size and click on BUY. Review the items in your basket by scrolling to the bottom of the page. If you are happy with your selection click on BUY. A check out window will automatically open, guiding you through the final steps of the purchase.



SHIPPING


WHICH COUNTRIES DOES MOOSE IN THE CITY SHIP TO AND WHAT ARE THE SHIPPING RATES IF NOT FREE OF CHARGE?

Our logistic partner Is BPOST, managing all our national and international shipments. We ship all items by BPOST, that makes it possible to track the package on its way. Orders before 11:30 are shipped the same day. Fast service is important to us, we try to ship all parcels within 1-3 workdays for the Benelux zone, and within 6 days within the European zone. Worldwide shipping is appr. 10 days. If the order has a high volume, we reserve the right to add additional charges to the shipping costs.
Countries we ship to & shipping rates:
Free delivery for all orders over 100€ in the Belgium.
BE: 5 €, NL: 10€, LU: 10€, FR: 10€, DE: 10€, DK: 10€, IT: 20€, ES: 25€, PO: 25€, PL: 20€, SL: 20€, CZ: 20€, AT: 20€, GB: 25€, ER: 25€, NO: 25€, SE: 25€, FI: 25€, US: 50€, CDN: 65€, JPN: 65€, ...



TRACKING


HOW DO I TRACK MY ORDER

We ship all items by BPOST, that makes it possible to track the package on its way. Your track and trace number will also be on the confirmation email you will receive when the package is sent. Only for parcels shipped within Belgium we send out the track and trace number on the confirmation e-mail you will receive when the package is shipped.



PAYMENTS


WHAT PAYMENT METHODS DOES MOOSE IN THE CITY ACCEPT AND IS IT SAVE TO USE MY CREDIT CARD?

Thanks to our payment partner Ogone we have a secure and reliable payment system so you are sure that the payment is secure . Once you have completed the ordering process and you move into the payment modus," you will be redirected to a secure https page of our payment partner Ogone. Your payment details and credit card information will only be used for payment and are never released to other parties.
Your payment options are: BANCONTACT/MISTER CASH, VISA, MASTERCARD, PAYPAL, KBC ONLINE, CBC ONLINE, ING, BELFIUS, IDEAL.



HOW SAFE IS IT TO ENTER MY CREDIT CARD DETAILS?

The safety of your information is a top priority for us. All communication between your payment and our payment gateway is encrypted with a SSL (Secure Socket Layer). Neither MOOSE in the CITY nor other unauthorized persons have the opportunity to see the data exchanged during your purchase. At MOOSE in the CITY your personal contact information is 100% confidential and we do our utmost so nobody can get access to them.



HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

All prices are indicated in Euro (Belgian Vat included). If your order is being shipped outside the European Union, MOOSE in the CITY can refund taxes, once we have received a ticket or invoice which has been autorised by Customs and a correct Bank acountnr.



RETURNS


HOW DO I RETURN AN ITEM?

Making a return or exchange is easy. MOOSE in the CITY offers a 14 day return policy from the day you receive your goods. Goods must be returned unused and in the same condition as when received. (Please note: books, cds, food & beauty products and in blister packed products, must be returned unopened) When we receive the product and have accepted the return, we will transfer the purchase amount back to your account, within 30 days. If you buy something in our physical store in Antwerp we refund your money in form of a gift certificate. Remember to save your postage receipt as documentation. MOOSE in the CITY does not refund costs for shipment in case of return.



RETURNING GOODS TO MOOSE IN THE CITY IS EASILY DONE BY FOLLOWING STEPS

1/ Please contact MOOSE in the CITY Customer Care for a Return-ID:
Email: webshop@moose-in-the-city.com
Phone: +32 3 3690606
2/ Fill in the provided Return form
3/ Attach the BPOST return label to the parcel and make the return within 14 days of receiving your order
4/ Drop the parcel at one of the collection points (Customers returning packages via MOOSE in the CITY Bpost-account will only be billed MOOSE in the CITY's negotiated business rates) or drop it off free of charge at MOOSE in the CITY, Ijzerenwaag 10-12, 2000 Antwerp
Products on sale can not be returned nor exchanged.



Your question wasn't answered? Contact webshop@moose-in-the-city.com