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, Living, Library, Food or Gift Voucher 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 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€, ...


'FOR A CONSCIOUS LIFESTYLE':
For customers from Antwerp with the zip code: 2000 - 2018 - 2020 - 2030 - 2050 - 2060 - 2100 - 2140 - 2600 - 2610, from a minimum order of € 50, can choose the free delivery with the MOOSE e-Bike.
- Orders placed on weekdays before 3:30 pm are delivered the same day between 4:00 pm and 6:00 pm (after confirmation by telephone).
- Orders placed after 3:30 pm or during the weekend are delivered the next weekday between 4:00 pm and 6:00 pm (also after confirmation by telephone).


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, KBC ONLINE, CBC ONLINE, ING, BELFIUS, IDEAL.

PAYMENT OPTIONS IN THE PHYSICAL STORE:
BANCONTACT/MISTER CASH, VISA, MASTERCARD, CASH, PAYCONIQ, MOOSE GIFT VOUCHER, CREDIT VOUCHER, COSH VOUCHER, CONSUMPTION AND GIFT CHEQUES (Monizze, Sodexo and Edenred) and ECO CHEQUES (Monizze, Sodexo and Edenred).

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 an 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 authorized by Customs and a correct Bank accountnr.



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. Please notify us (webshop@moose-in-the-city.com) within 14 days when sending something back. 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.



FOLLOW INSTRUCTIONS BELOW FOR RETURNING GOODS

1/ Please contact the online customer service of MOOSE in the CITY: 
Email: webshop@moose-in-the-city.com to let us know you're sending something back.

2/ Send the package with original packing slip to the address below: 
MOOSE in the CITY
Ijzerenwaag 10-12
2000 Antwerp

OR; bring your returning goods to our physical store in Antwerp (same address).

3/ After receiving everything correctly, we will refund the relevant amount as soon as possible.



If your question wasn't answered: Contact webshop@moose-in-the-city.com