Refund policy

We are pleased to offer you free returns for all your purchases on the Moma online store in Italy. All orders are processed in euros (eur, €). Any returned products will be redelivered by Moma without additional shipping costs for the customer, provided that the return procedure is followed. Your order should arrive in approximately 2-7 business days after shipping, Monday through Friday. Please ensure that the shipping address is correct as we are unable to change your order information once the goods have left our warehouse and are in transit. We also cannot process an order where a PO Box, apo/fpo or return address is listed as the delivery address.

Returns and exchanges

Moma returns and exchanges are free in Italy. Please return the model, unworn, within 14 days of delivery for a full refund. A return fee is applied to any order outside of Italy for products returned to Italy, provided our procedure is followed. Requested returns will be collected from your address using a reliable delivery service, please note that in the event of any returns, any customs or import duties for products returned to Italy will be at your expense. In case of any returns, we are unable to predict the possible charges and the customer is responsible for the payment of import duties, customs and local taxes. You can contact your local customs office for more information on potential charges. We guarantee to refund any item purchased on that you are not completely satisfied with, once it is returned to us in a salable condition within 14 days of receipt. We do our best to meet your needs and make the return process quick and accurate. For more information contact us on:

Return procedure

As a customer you have the right to return the model/s from your order, without any penalty and without the obligation to specify a reason, by returning the products you have received to Moma within fourteen (14) days from the date on which these models were delivered. You can return all or part of an order, for this we kindly ask you to contact following the Moma procedure, you will not be responsible for the shipping costs for returns if your address is in Italy, for other countries you can choose to use any courier service at your own cost. Please note that for countries outside of Italy, any customs or import duties imposed on products returned to Italy will be your responsibility. To obtain a valid and effective return, please follow the following conditions:

  1.   Keep shoes and packaging in good condition.
  2. Once you decide to return the shoes, you must not use them and must take care of them while they remain in your possession. Shoes must be returned to us undamaged, unsoiled, unwashed, unaltered and unworn (except to try on) and returned in the same condition as sold. Please note that wherever possible any labels or stickers should remain intact and shoes should be returned in the original packaging.
  3. Send us your order information
    To exercise your rights to withdraw from the contract, you must send us the following information to the following email: By mail to our address: Moma Frago s.r.l. via Assisi, 15, 62010 Montecosaro, MC, Italy.
  4. Return products by courier
    Make sure the shoes are wrapped in a package securely. We will contact you to make an appointment for collection via a delivery service. It is your responsibility to keep all return receipts, make a shipment by registered mail or by any other means necessary to obtain accurate proof of the date of shipment.
  5. Get your refund
    Please note that we will refund you within 14 (fourteen) calendar days from the date we receive the returned products at the specified address. Any refunds made by us will be made via the payment method used at the time of the order; moreover Moma reserves the right to withhold a part of the price paid for amounts equal to any damage found on the products at the time of return. You will be refunded the amount paid for the product(s). If the product(s) has been shipped to countries outside Italy: we will not refund the related shipping costs. All returns are subject to verification by Moma that the returned products are still in their original condition. We will only accept returns or replacements or refund requests exclusively for products purchased from the website. Please note that incomplete, damaged, worn, soiled or altered items will not be accepted and returned. If you need support or more information about Moma's return policy, please don't hesitate to contact us.
  6. E-mail: From Monday to Friday. At the following telephone number +39 0733 865103 please note that all our emails and communications are conducted in English or Italian.

If you wish to exchange any product from the site, specify the new size or model you wish to receive. Explain the reason for your exchange and follow the returns procedure above. We will try to send exchange items within 14 days of receiving the previously purchased item in our warehouse.

Defective products

If you are not satisfied with your purchases and believe they may be faulty, please get in touch with us at Please provide as much information as possible regarding the product and order, possibly including one or more detailed images. If you return a faulty product, we will examine the returned product and inform you of the refund by email within a reasonable period of time. We usually process the refund due within 30 (thirty) calendar days from the day we confirmed your right to a refund for the defective product by email. Products returned by you due to a fault will be refunded in full, including a refund of the original delivery charge for sending the item back and the cost to you of returning the item. Any customs or import duties imposed on defective products returned to Italy will be borne by Moma.