Do I need to set up an account to place an order?
You may browse the site and purchase without creating an account and signing in at each visit. There are, however, a number of benefits to doing so:
Fast checkout, recalling previous transaction details; Basket items can be saved for your next visit. This basket is accessible from various computers, smart phones and tablets; Current and previous orders can be reviewed, as well as returns and exchanges;
To create an account, simply click on CREATE AN ACCOUNT in the top right-hand corner of the site, and when you return, simply SIGN IN.
I've forgotten my account's password. What should I do?
Click on SIGN IN at the top right-hand corner of the site, and click the “Forgotten password” prompter. Enter your email address, and we will send you instructions on how to reset your password.
Can I add items to my existing order?
Please contact our customer service team, if we haven't shipped out the order yet it maybe possible to add more items. However, if the order has been shipped out you will need to place a new order.
Can an order be cancelled before it is dispatched?
Yes. Please contact our Customer Service team immediately.
Is there a limit on how many pieces of one item I can buy?
Please note that some items have restrictions on the number of units you may purchase. If you have trouble with multiple-item orders, or for further enquiries, please contact our Customer Service team.
What size do I choose?
If unsure of your size, the SIZE & FIT button provides a SIZING GUIDE to International Conversion charts and the HOW TO MEASURE tab features tips on how to measure yourself. If you need more help with size and fit, please contact our Customer Service team.
What if the product or size I want is out of stock?
Most of our fashion items are not replenished. If the product or size you want is out of stock, please contact our Customer Service team to find out if there is a waiting list or chance of returns. You will need to have a registered account to be added to a waitlist.
Why do I need to re-enter my credit or debit card details when I change my address information?
This measure protects you from potential fraud.
When will the payment be deducted?
Payment is usually deducted from your card when your order is shipped, so that if you make any last-minute changes to your order, we can hopefully still collect the correct amount. For AliPay, we will deduct payment from your card when you place the order online. If you decide to cancel your order before we’ve shipped it, we will arrange for a refund.
Can saved credit card details be removed?
Yes. To remove your saved credit card details, or delete your registered account, please login in edit it from your account.
RETURNS & EXCHANGE
How do I return or exchange an order I have purchased online?
We do not accept returns but do offer store credit. You may exchange items purchased online within 7 days of receiving them. Simply logging into your account, go to your order details and return the item you'd like to exchange or receive store credit for. All return or exchange items must be unused, in their original condition, and with product tags attached, together with extra button, garment bag and etc (if any). Shoes must be returned in their original, undamaged box, together with the original dust bag (if any). Sale merchandise, purchased online or in store, cannot be returned or exchanged. Please see Returns & Exchange for more details.
Will I be fully credited if I return my order?
Shipping and international taxes (outside of Hong Kong) will not be credited on returns and exchanges, as these costs have been incurred for the initial delivery, and customs charges.
SHIPPING & DELIVERY
When will my order be delivered?
We aim to dispatch all orders within three working days after the order has been placed and accepted by us. You will be emailed an anticipated delivery date and time when you complete your order online.
Can I track my order?
Yes, you may track your order in your account online. If you did not sign up for an account, during checkout a temporary one is assigned to you. Please refer to the email confirmation you received after your purchase for more details. For more assistance, please contact our Customer Service team.
Are there delivery charges for online order?
Yes. Please refer to our Shipping details.
Please note the free shipping service applies to online orders which over HK$2,000, placed in Hong Kong and to be delivered in Hong Kong. For the rest of the world, free shipping is available for single orders totalling at/more than US$800. Please note that relevant taxes and duties still apply on orders that qualify for free shipping.
Is my order insured?
Yes. MOISELLE insures each order through transit up until it is delivered. All orders must be signed for at time of receipt, and in doing so, you accept the responsibility for the order from that moment on. If the recipient is not the original purchaser, then the recipient’s signature will be accepted by MOISELLE as evidence of delivery and fulfillment of your order, as well as the transfer of responsibility.
Do I need to sign to receive my order?
All orders must be signed for at time of receipt and in doing so you accept the responsibility for the order from that moment on. If the recipient is not the original purchaser, or in the case of delivery of a gift, then you accept the signature of the recipient as evidence of delivery and fulfillment of your order by MOISELLE, and transfer of responsibility in the same way.