Returns and Refunds Policy

How to Return

As part of our commitment to sustainability, Moksyz operates a paper-free return process. Please follow the steps below to return your items efficiently:

  1. Ensure all items, including accessories, branded boxes, or cases, are included in the original Moksyz packaging. Any missing or damaged items may affect your refund eligibility.

  2. Returns must be made from the same country or region where the order was delivered.

To initiate a return:

  • If you have an account, go to Orders & Returns and select the items you wish to return.

  • If you placed your order as a guest, enter your guest order details on our website.

  • Select your return reason and choose one of the following return methods:

     1. Schedule a Free Returns Collection

    • Choose your collection address, number of packages, and a convenient collection date.

    • Confirm and book the collection.

  • 2. Drop Off at a Partner Boutique or Courier Point

    • Select an in-store or drop-off location.

    • Return your item to the selected boutique or courier drop-off point.

Preparing Your Return

  • Place the item securely inside the Moksyz packaging.

  • Attach the provided Return Label to the outside of the package.

  • If you received a Return Note, attach it to your package.

  • Hand over the Waybill Document to the courier and keep a record of the tracking number.

For multiple returns from different brands or partner boutiques, package each item separately with its corresponding return label.

Returns Policy

Moksyz accepts returns within 30 days of delivery, subject to the following conditions:

  • Items must be unworn, undamaged, and unused, with all tags and original packaging intact.

  • Footwear and accessories must be returned in their original branded boxes and dust bags.

  • Footwear should be tried on indoors to avoid marking the soles.

  • Beauty and cosmetic products must be unopened and unused, with all packaging seals intact.

  • Hosiery, lingerie, and swimwear must have hygiene seals attached and be in their original packaging.

  • Lingerie and swimwear should only be tried on over undergarments.

  • Due to hygiene reasons, face masks cannot be returned unless faulty.

  • Jewelry must include all original packaging and documentation.

  • Made-to-order items cannot be returned unless damaged or faulty upon delivery.

Returns that do not comply with our policy will not be accepted.

If you return items at your own expense using a non-standard return method or from a country different from the delivery location, you will be responsible for all associated costs. This excludes cases where an incorrect or faulty item was received.

We monitor return patterns and reserve the right to restrict orders or close accounts if our returns policy is misused.

Order Cancellations

Depending on your location, you may have the right to cancel your order within 14 days under consumer protection regulations. If you cancel before your order is shipped, you will receive a full refund. If the order has already been shipped, you must return the items before a refund is processed. Customers are responsible for return shipping costs.

To cancel, please contact our customer service team via:

  • Phone: +971 4 5580751

  • By completing and submitting a cancellation form available on our website.

Refunds

  • Once your return is received, processing may take up to 6 calendar days.

  • Approved refunds will be issued to the original payment method, excluding any shipping fees.

  • Refunds can take up to 14 days to appear in your account, depending on your payment provider.

  • To track your return, use the Waybill Number or check your account’s Orders & Returns section.

Refunds to Moksyz Account

If available, you may opt for a refund credited to your Moksyz account, valid for 5 years for future purchases. These credits are non-transferable and cannot be converted to cash. Moksyz reserves the right to revoke credits if fraudulent activity is detected.

Refunds in Cryptocurrency

If you paid with cryptocurrency, refunds will be processed in the same cryptocurrency at the current exchange rate. You will receive an email from our payment provider to claim your refund. To process your refund, you must provide:

  • Full Name

  • National ID or Passport Number

  • Country of Residence

  • Crypto Wallet Address

Refunds must be claimed within 30 days from the email notification. Processing times depend on blockchain congestion.

Faulty Items

If you receive an item that is damaged or incorrect, contact our customer service team immediately. We will coordinate with the partner boutique and arrange for a return. You may be eligible for a full refund or store credit, where applicable.

Made-to-Order & Pre-Owned Items

  • Made-to-Order: These items are customized and cannot be returned unless faulty.

  • Pre-Owned: Items are quality-checked before sale. They should be returned in the same condition as received.

For any further inquiries, please contact our Customer Service team.