Shipping & Return Policy

SHIPPING INFORMATION

Orders are usually shipped the day after the order is placed (except for orders placed on Friday and Saturday). They are prepared each day of the week at 9am and are to be shipped at 3pm. Moskova USA is currently only shipping to the United States, Canada, Japan and Australia. For all other international orders please visit www.uk.moskova.com

 

 

CUSTOMS INFORMATION

When ordering goods from us.moskova.com for delivery outside of the United States, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us.moskova.com, you are considered the importer of the items and must comply with all laws and regulations of the country in which you are receiving the goods. Also, we may provide certain order, delivery and product information, such as titles, to our international carriers and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws. If you have any questions regarding shipment or delay, please feel free to send an email to customerservice@moskova.com. We will give you an answer as soon as possible.

 

EXCHANGES/ REIMBURSEMENTS

The customer has 7 working days, starting from the date of delivery of the order, to return or exchange any item without having to pay penalties, with the exception of the cost of returning the goods. If on delivery there is no-one present at the address indicated by the customer, the time for withdrawal counts from the date the non-delivery notice is signed.

 

For hygiene reasons, please do not remove your own underwear before trying on Moskova underwear. Items that have already been worn and/or washed will not be refunded or exchanged.

 

For exchanges, please send an email to customerservice@moskova.com including your order number, the product you want to return, and the product you want to have in exchange. For returns, please send an email to customerservice@moskova.com including your order number and the product you would like to return. Please make sure the item returned is accompanied with its original packaging.

 

The product must be returned in perfect condition, in its undamaged original packaging along with all its accessories (labels, strings, guarantees, etc.). If not, the customer shall lose any right of withdrawal.

Reimbursement will be asked for two to three days after reception and it will be effective on the account that was used for the payment in a week.

 

After acceptance by our customer service, please return your item(s) to the following address mentioning the return number on the package.

 

Ship to:

Moskova USA

11310 Cantu-Galleano Ranch Road

Mira Loma, CA 91752

USA

 

All parcels received without an agreement by email will be refused.

 

DEFECTIVE ITEMS

You have the right to return a defective item within 7 days after receiving the item. In the unlikely event that you have a defective item, please send us an email at customerservice@moskova.com mentioning your name, address, order number, size and a detailed description of the default (including a photo). We will then contact you to give you a return authorization number. No return will be accepted without return authorization number.

 

All parcels received without an agreement by email will be refused.

 

Please make sure to try the undergarments received on an existing piece of clothing and not directly on the skin. Items that are returned incomplete, spoilt, damaged, deteriorated or dirty due to the customer shall not be fully reimbursed.

 

After acceptance by our customer service, please return your defective item to the following address mentioning the return authorization number on the package.

 

Ship to:

Moskova USA

11310 Cantu-Galleano Ranch Road

Mira Loma, CA 91752

USA