Frequently asked Questions

 

What are the means payment available?

We only offer cash payment at the moment, we will launch online payment soon.

We do not accept payment by cheque.

How long will delivery take?

Delivery between 2-5 working days.

Please note that delivery times may take up to 10 business days, especially during peak periods.


How can I return my item?

  • Visit our Returns Center

  • Enter your order number and email address to get started

  • Follow the instructions and select the items you wish to return

  • Once your request has been approved, you will receive a confirmation email with shipping instructions.

What items can be returned?

  • You have 10 days after receipt of the item to request a return. Items in the Perfume, Lingerie, Tights, Underwear, Swimwear, Cosmetics and Accessories products category cannot be returned. 

  • In unused and resalable condition.

  • In original packaging with all tags intact.

Consequences of Return Refusal for Non-Compliance :


In the event of a return refusal due to non-compliance with the conditions stipulated above (used item, missing tag, non-returnable item, etc.), your parcel will be automatically sent back to you.

  • Re-shipment Fees (Cost): The re-shipment fees, in a fixed amount of 9.000 TND (Nine Tunisian Dinars), shall be entirely borne by you.

 

  • Claim/Delivery Deadline: If the delivery company is unable to reach you or deliver the returned parcel after a period of seven (7) days, your parcel will be deemed abandoned.

 

  • Liability: After this seven (7) day period, the company Moudda declines all responsibility regarding the loss or condition of the parcel.

 

How can I ensure my return is successful?

To guarantee your request is processed correctly, please follow these instructions:

  • Print the delivery slip(s) you'll receive by email.
  • Strictly follow the item distribution as indicated on the slip(s).

    Please note: Moudda will not be held responsible for the loss of returned items if the tracking number is not attached to your return package.

    IMPORTANT : 

    Moudda team informs you that you have the option to make only one free return request per package.

    For each additional return request associated with the same package, delivery fees will be automatically charged. This action is irreversible.

    Please check the condition of all items in each package you have received before making your return request.

    If your order has been divided into multiple parts, you will be entitled to one free return per package.

    The item I received is damaged

    If the product purchased is defective, contact us within 7 days of the delivery date.

    Can the items be exchanged?

    No, we do not accept exchanges of items.

    What are the refund options?

    The following refund options are supported :

    • Refund by bank transfer : The bank transfer will be processed within 10 business days from the date your return is received.

    • Refund by voucher : The voucher will be sent by email after 48 hours of receipt of your return and is valid for three months.

    How to return the items?

    To find out how to ship the returned products, refer to the email received after making the return request.

    What is the repayment period?

    Once your returned item is received and inspected, you will be notified by email. You will also be notified of the approval or rejection of your refund request. If approved, the refund request will be processed within 10 business days of approval.

    Please note that delivery fees are non-refundable.

     

    Quality Control and Cancellation for Defective Item

     

    1.1. Pre-Shipment Quality Control: Before any shipment, every item is subject to a compliance and quality verification.

    1.2. Cancellation Due to Defect (Stock Withdrawal): In the event that, following the Customer's order confirmation, an item proves to be defective, damaged, or non-compliant during pre-shipment quality control, the Company reserves the right to cancel the order for the said item.

    1.3. Consequence of Cancellation: In case of cancellation due to defectiveness, the Company undertakes to inform the Customer exclusively by email at the earliest opportunity.

    The Company reserves the right to choose between:

    • Partial Cancellation: Withdrawing only the defective item from stock, while maintaining the shipment of the other products in the order.

    • Total Cancellation: Canceling the entire order (in cases where the defective item is essential or if maintaining the remaining order proves irrelevant).

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