Refund policy
Returns and Refund Policy
We are pleased to offer free returns on all purchases from the Moma online store delivered within Italy. Your order should arrive within approximately 2–7 working days (Monday to Friday) of dispatch. Please make sure your shipping address is correct, as we cannot change order details once the goods have left our warehouse. We are also unable to ship to PO boxes, APO/FPO military addresses or parcel forwarding services.
Returns and exchanges
You may withdraw from your purchase within 14 days of delivery and receive a full refund. In Italy, returns and exchanges are free of charge and our courier will collect the parcel from your address. For orders shipped outside Italy, return shipping costs are borne by the customer. For returns from non-EU countries, any customs duties, import taxes and local charges on products returned to Italy are the customer's responsibility. We are unable to predict these charges, so we recommend contacting your local customs office for information.
We guarantee a refund on any item purchased from moma.it that you are not completely satisfied with, provided you exercise your right of withdrawal within 14 days of delivery. For further information, please contact ecommerce@moma.it.
Returns procedure
You have the right to withdraw from the contract, in whole or in part, without penalty and without giving any reason. You must notify us within 14 days of delivery and return the products within 14 days of your notification. To make a valid return, please follow these steps.
- Keep the shoes and packaging in good condition. Once you decide to return them, do not use the shoes and take care of them while they are in your possession. They must be returned to us undamaged, clean, unwashed, unaltered and unworn (other than for trying on), in the same condition in which you received them. Where possible, leave labels and stickers intact and use the original packaging. Failure to meet these conditions does not remove your right of withdrawal, but we may deduct from your refund an amount equal to any reduction in the value of the products.
- Notify us of your withdrawal. You can use the "Withdraw from contract" button in the website footer, complete the withdrawal form, or email ecommerce@moma.it quoting your order number.
- Send the products back. Pack the shoes securely. If your address is in Italy, we will contact you to arrange collection by our courier. If you are outside Italy, you may use any courier you choose, at your own expense. In that case, keep your receipt and use a service that provides proof of the date of dispatch.
- Receive your refund. Within 14 days of your withdrawal notice, we will refund all payments received from you, including the standard delivery costs of the original order. If you chose a delivery option more expensive than our standard delivery, we will refund only the cost of standard delivery. We may withhold the refund until we have received the products back or until you have supplied proof of return shipment, whichever is earlier. On receipt, we inspect the condition of the products, and FRAGO S.r.l. may deduct an amount equal to any reduction in value resulting from handling beyond simply trying them on. Refunds will be made using the same payment method used for the original order.
We accept returns, exchanges and refund requests only for products purchased on moma.it.
For assistance, email ecommerce@moma.it (Monday to Friday) or call +39 0733 865103. All communications are conducted in Italian or English.
Exchanges
To exchange a product, tell us the new size or model you would like and the reason for the exchange, then follow the returns procedure above. We will aim to ship the replacement item within 14 days of the returned product arriving at our warehouse.
Faulty products
If you believe a product you purchased is faulty, please email ecommerce@moma.it with as much information as possible about the product and your order, including detailed photos if you can. We will examine the returned product and notify you of the outcome by email within a reasonable time. We usually process the refund within 30 calendar days of confirming it by email. Faulty products are refunded in full, including the original shipping costs and the cost you incurred to return them. Any customs or import duties on faulty products returned to Italy will be paid by Moma. This does not affect your 2-year legal guarantee of conformity under Articles 128 et seq. of the Italian Consumer Code.