FAQ
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What are the return conditions? Return period
We have a 14 day returns period, during which the customer can return their order without giving reasons. These 14 days start from the delivery of the package.
Please note that returns must be made within these 14 days.
NB All returned items must be unworn, unwashed and in a condition suitable for resale. Tags must still be attached to the item. Shipping costs are not refundable.
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How much are the return costs?
Return shipping costs are your responsibility and depend on the delivery service and the country you are sending the package from.
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How long does it take to change a product?
If you tell us that you wish to exchange a product when registering your return, we will take care of this immediately. This means we can guarantee your exchange is completed within a few days.
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What can I do if my product is no longer available for exchange?
Contact our customer service. We will let you know when we expect to be able to deliver the product. If you have already created your return and the product is out of stock, we will contact you and work with you to find a solution.
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What should I do if a product was delivered to me faulty or damaged?
Unfortunately, it sometimes happens that a product is damaged during transportation or production. Of course we will be happy to clarify this with you. Please email us at orders@wallmoss.ch with a photo of the damaged product. Our customer service team will work with you to find a solution as quickly as possible.
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How long does it take for a refund?
We do our best to process returns as quickly as possible. Once your return has arrived at our warehouse, we will process it within 10 business days. You can see when your package arrived at our warehouse on the tracking number you receive with your return. From that moment 10 working days begin.
Once the refund has been made, you will receive a message. Please note that it may take up to 3 days for your refund to appear in your account.