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FAQs

Deliveries

 

What courier do you use for deliveries and how much does it cost?
At Mousoulis.com, we know how important it is to receive your order when you expect it, so have partnered up with the most trustworthy and efficient delivery services to make sure your goods arrive as promised, on time.

 

  • For international deliveries:
    Your order will be safely forwarded via DHL-Standard Delivery with the time of delivery depending on the destination address of each order. We do our best for you to have your goods as soon as possible, but the exact time depends on the final country of destination, as estimated by the Courier Service.

  • For deliveries within Greece:
    Domestic orders will be delivered via ACS Courier & Geniki Taxydromiki delivery services, with standard delivery fee at 4,95€, while delivery is free of charge for all orders over 80€.

    All couriers enable online tracking of all orders, with no additional cost. After your order has been dispatched, we will send you a confirmation email, which will contain your tracking information. You can track the journey of your order by visiting the couriers website and inserting the unique tracking code.

 

Do you offer Express Delivery?
A DHL- Express Delivery Service is available to choose in all EU countries, with delivery rates depending on the destination country. Click Here to see specific countries or choose your country during the check-out for an estimated time of delivery

Do you deliver to my country?
Most probably, yes! You can have a detailed look at the countries we deliver to, along with estimated delivery times and rates.Your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders. Some Countries are not listed on our site due to the delivery rate being high. Please contact us at sales@mousoulis.gr for more specific inquiries.


In Store Pick Up - Click and Collect
In case you happen to be near one of our stores in Athens, we will be happy to meet you in person. You can collect your online order from one of our Mousoulis physical stores within a 7-day time limit. For your best convenience, please make sure you can provide our staff with your web order reference number (WEB######)

How much does my delivery cost?
You can see the costs and estimated times for delivery for different destinations worldwide in this chart, while you can also will be able to see the individual charges for your order during the check-out.

Free domestic deliveries apply, for orders above 80€, while orders less than than that will be charged with a 4,95€ flat rate.

Kindly note that we offer a Free Delivery Service for selected worldwide destinations when orders surpass a certain amount. You can see more information here.

 

What is your Standard Delivery Policy?
Orders received by 12:00 (Athens Time) on a weekday will be shipped the same day or, if an extraordinary event occurs, will be shipped on the next working day . Orders received during  the weekend will be shipped out on Monday.

If this is not possible, or an item is out of stock, you will be notified by e-mail or phone.

A dispatch confirmation is always sent via email, containing the a unique parcel number and a link to the tracking service.

Deliveries are sent via DHL and, a signature on delivery is required. In most cases delivery will be made within 2-4 days, unless stated otherwise during the check-out. If this is not possible, the driver will leave a card through your door letting you know your order has arrived and a second visit will take place during the next days. If the delivery fails again, you will be able to pick up your order from the nearest DHL location.


Can I change the delivery address I signed up with?
Mousoulis.com provides customers with the option to place an order that will be sent to a different address than the customer’s billing address. In order to prevent security issues, Mousoulis.com reserves the right to verify details with said customers, before dispatching the order. As a precaution, all first time orders are only shipped to the billing address.

 

 

How will my order be packaged to arrive undamaged?
All orders are safely enclosed in a Mousoulis branded courier box, while special care is given when required, to ensure that all orders arrive safely and in a well-presented manner.

I want to buy a present. Do you gift wrap?
Let us know that your order is a gift for someone special, by leaving a message on the “Customer Notes” sections, before you complete your order. We can gift wrap your garments and even send the package to the address of the gift receiver. Kindly note that it is under our discretion to verify with you the customer details you have provided before dispatching your order, while we maintain a policy of only shipping first time orders to the customer’s billing address.

 

Is my order insured?
All products are insured on their delivery, with no additional charges other than the delivery fee.

Do I need to sign to receive my order?
Yes, orders cannot be successfully delivered unless the recipient accepts to sign the document provided by the courier service.

 

Can someone else sign for my delivery? 
International orders are prepaid either via credit card, Paypal or bank deposit. Therefore, for security reasons, the credit card/ bank account owner must be the one who signs the delivery receipt.

For Cash-on-Delivery (within Greece only) it is possible for someone other than the receiver to collect an order after having paid for it.

 

Does Mousoulis.com ship to Post Office boxes or Freight Forwarding addresses?
Unfortunately, we are unable to ship to Post Office boxes or Freight Forwarding addresses as a security precaution.

 

Can I change the delivery address, after my order has already been dispatched?
Unfortunately, we are not in position to change the delivery address after an order has already been dispatched, for security reasons. Therefore, we kindly suggest that you pay extra attention when inserting the delivery address.

 

Can I keep track of my order until it arrives?
After your order has been dispatched, we will send you a confirmation email, which will contain your tracking information.

You can track the journey of your order by visiting the DHL website and inserting the unique tracking code. If you do not see such mail in your inbox, we kindly suggest that you check your junk/ spam mail in case the email has been automatically put in that folder.

For orders within Greece, you can track the journey of your order, via the ACS Courier or Geniki Taxydromiki websites.

 

My order arrived but I was not at home. What happens now?
Don’t worry! If the courier service visited the destination address and you were not there, they will leave a written notice and a new delivery date.

 

I opened my package and found out that part of my order is missing. What do I do?
Under normal circumstances, an item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received an email stating this and/or your invoice will only contain the sent items, and the amount for the item that was not in stock will be credited to your e-wallet. If you notice something other than that, you are kindly requested to contact our Customer Service.

 

Payment

 

What payment methods can I use for my order in Mousoulis.gr?
For your best convenience, Mousoulis offers all popular payment options. Namely:

Credit card

PayPal

Bank Deposit

Cash on Delivery (for deliveries within Greece only)

 

Do you accept gift vouchers?
Yes, we accept valid Mousoulis.com Gift vouchers, both online and in-store. However, we do not accept any Gift Vouchers other than our own official Mousoulis.com vouchers.

 

Credit card payments
We accept all major credit card companies. You can insert your credit card information when requested during the purchase process. In the unlikely event that your card is declined by our system, please verify the accuracy of the submitted information. The full name and address must be identical with those of the card owner. If the problem is not resolved, you may contact your card issuer.

 

Which credit cards do you accept?
We accept all major credit cards, such as Diners Club, American Express, MasterCard, Visa, Maestro. In case of a different card, you are kindly advised to contact us at sales@mousoulis.gr beforehand.

 

Can I pay by giving you my credit card information over the phone?
We are unable to accept payments over the phone, as this would jeopardise the safety of your personal data.

 

Is it safe to use my credit card online?
Mousoulis.gr processes all bank and online transactions via the secure system of Piraeus Bank and does not collect any information about credit/debit cards.

The system is authenticated according to the international safety standard entitled Payment Card Industry Data Security Standard (PCI DSS), created by the International Payment Organizations (Visa, MasterCard, etc.)

Piraeus Bank provides to us the Verified-by-Visa and MasterCard Secure Code services, which have been designed based on the 3D-Secure protocol. These services authenticate payment cardholders (credit, debit or prepaid cards) when performing transactions on our e-Shop.

The online authentication process is instant and is activated every time a Visa card or MasterCard is used on our e-Shop, before the request for the approval to charge the card and makes online shopping more secure for our customers, by creating a secure e-commerce channel.

 

When will my card be charged for my order?
You credit card will be charged with the full amount of your order as soon as the order is placed.

 

Orders

 

How do I make an online purchase?

At Mousoulis.com, we want to make sure that your shopping experience is as fun and easy as possible.  We have created simple ordering process, so you can focus on finding the latest fashion and not worry about details.

To place your order, follow the simple steps below:

If you find an item you like on the category page, you can just click on the “Buy” Button and select the size of your choosing. Then, click “Add to bag”.

If you need more details on a product before you make your purchase, you will land on the product page.

To make a purchase from there, first choose the color and size of your preference. Then click on the “Add to Bag” button.

Repeat for other items.

After you have selected all the items you want to include in your order, you can proceed with the “Check out”. Selected the payment method of your preference. Fill in your personal information in the requested fields. Complete your order. Easy as that!

 

How do I know if my order was successful?
Upon the completion of your order, you will receive an automated confirmation email with the number and status of your order. In the unlikely event that an item is not in stock, in the case of another extraordinary event, we will contact you as soon as possible to resolve the situation. If no problems occur, you will receive another email confirming your order have been dispatched.

 

How do I know if an item is in stock?
Mousoulis.com is automatically updated with stock levels. In the rare case that an item you have order is out of stock -most often that not due to a last minute in-store purchase or two orders with the same product at the same time- our Customer Service will let you know so you can update your order.

 

Is my personal information kept private?
Your privacy is of high importance to us. In order to do our best to protect customer and personal data, we guarantee the abidance of privacy policy and compliance with the Greek Legislation on that matter. Personal information provided by you in any form of action ( order, payment, newsletter subscription etc) are only used for their designated purpose and nothing further. Our customer record is securely maintained in order for us to be able to provide personalised services of high standards, that is why Mousoulis.com will never rent or sell sensitive customer data to third parties.

 

Do I have to be set up an account with Mousoulis.com to place an order?
A personal account with Mousoulis.com - express or standard version - is necessary to submit your order online. If, for any reason, you face any difficulty trying to setup your account, please contact our Customer Service via e-mail at sales@mousoulis.gr and they will guide you through.

 

I have forgotten/lost my account password. What do I do?
Don’t worry! If, for any reason, you have forgotten/lost your account password, you can retrieve access to your account by clicking on the “Forgot your password?” button, located in the Login page. You will asked to insert your e-mail address and an automated password will be sent to you via e-mail. After you have accessed your account, you can change the password, by clicking on the “Password Change” option on the menu.

I cannot access my Mousoulis.com account. What do I do?
If, for any other reason, you cannot access your account, you can contact our Customer Service via e-mail at sales@mousoulis.gr to resolve the issue.

 

How do I change currency?
You can select which currency you view on the product price by using the drop down menu on the right side of the screen. Kindly note that we support viewing USD, EUR or GBP.

 

The item I bought is now in sale, can I get the difference refunded?
Mousoulis.com offers occasionally special offers without prior notice. If in an unfortunate circumstance your purchased item falls into our sale or any promotional offer within 2 working days of your purchase date we will refund the difference by placing funds into your Mousoulis.com e-wallet in your account to use at your convenience. We reserve the right to reduce the prices on any of our products without any prior notice.

Kindly note that this policy doesn't apply on seasonal major sales & intermediate sales either on the website or in-store.

I am a customer buying from outside of the EU - What are the extra charges I have to pay?
Any customs or import duties that should be paid, are charged once the parcel reaches its destination country. Unfortunately, we cannot be aware of all customs policies and import duties applied, so you are kindly advised to check with your local customs office for current charges before you order, so you know beforehand the total estimate price for your order. Kindly note that for non-EU customers, VAT does not apply. You can see the price of your tax free order during the check-out.

Can I change or cancel my order?
If you wish to change or cancel an order with Mousoulis.com, you can contact our Customer Service at sales@mousoulis.gr and our team will be happy to assist. Unfortunately, no orders can be edited and cancelled after they have been dispatched.

In case you opt to not accept your order from the courier without prior notice, you will be charged with the delivery costs. Please call us prior to returning back the package, in case we can organise a collection for the Cancelled order.

 

My order contains a faulty item. What do I do?
If for some reason, your order contains a faulty item please contact our Customer Service immediately at sales@mousoulis.gr describing the fault and kindly provide photographic material, to help us understand the nature of the fault. Our Team will assist you in returning the item and will refund the delivery costs back to us. After consulting with the manufacturer, we will proceed to repair the fault, where possible,. If this is not possible, we will cover the delivery costs for the item to arrive to our store and offer you a refund in the form of e-wallet credit. Kindly note that delivery costs will be covered within reason, so you are kindly advised to communicate with our Customer Service to arrange the specifics, before sending the item back. None of the above is valid if the item has been worn or washed.

My order contains a wrong item/wrong size/wrong colour. What do I do?
As careful as we try to be when processing orders, mistakes may happen occasionally. In the rare occasion have been sent the wrong item or size, mousoulis.com will bear the delivery costs back to the store. After we receive the returned item, we will credit your e-wallet with the corresponding amount and the incurring delivery costs, so you can place a new order. Kindly note that delivery costs will be covered within reason, so you are kindly advised to communicate with our Customer Service to arrange the specifics, before sending the item back.

Can I use my discount code more than once?
Mousoulis.com may provide customers with different kinds of online discount codes. Special offer discount codes that apply over a particular time course can be redeem as many time as you wish within the stated time period. However, personal “loyalty discount coupons” sent to you as a thank you for frequent purchases cannot be redeemed more than once.

 

I forgot to use my discount code. Can I still get the discount?
If you had a discount code you didn’t use, simply email our Customer Service at sales@mousoulis.gr providing us with the code. Next, we will credit your e-wallet accordingly to use for future purchases.

Where is my order?
In this case, you are kindly advised to check your registered email for any updates and try to track your order using your unique tracking code.  If you have not received any email updates and cannot locate the parcel, please contact our Customer Service via email at sales@mousoulis.gr or call on +30 2104970144 and we will follow up the progress of your delivery.

Returns

How do I exchange/return my item?
To state the item you would like to receive in exchange to your return, you can use one of the following methods:

Complete the Returns Form sent to you with the original order and enclose it with the returned package.

Use our online returns system. To do this, follow the instructions below:

Sign in to your Mousoulis.com account with your username and password.

Go to your profile and click on “ Order History”

Choose the right order and the product/s you would like to return, along with the corresponding quantity and reason for return.

Complete your return request by clicking on the “Return Products” tab on the bottom

Email our Customer Service at sales@mousoulis.gr with your request. Your email should include your order information (your name, registered e-mail, order number & order date), the item you to return, including product SKU code, size and colour and the item you would like to receive in exchange or refund, along the same product information. Alternatively, you can provide the same information by calling us at +30 210-4970144.

After your return request has been registered in any of the above ways, your e-wallet will be credited with the corresponding amount to be used in a new order or . Please note that we will be able to provide the credits, only after we have safely receive the returned package.


Upon its arrival, we will process your return request within (1) working day and will credit your e-wallet with the corresponding amount, ready to be used in a new purchase. If the new item costs less than your e-wallet credit, the remaining credit will still be valid for future purchases.

If you happen to be near, you can deliver the unwanted item in person to our physical store, located in 77, Taxiarchon str., Korydallos, Piraeus.

 

Can I ask for a refund?
Mousoulis.com offers a refund option, upon request. You can communicate your request with one of the ways mentioned above. As long as the returned product/s fall into our refund criteria, we will process your refund request within 24 hours of receiving the returned item. Kindly note that mousoulis.com is not cover the delivery costs back to the store, so the customer will have to pay for them. In case mousoulis.com is asked to bear the delivery costs, the amount will be deducted from the customer’s refund. The amount of time for the funds to be visible in your account is up to your credit card issuer.



Can you confirm you have received my return?
Returns are processed within 24 hours of their arrival in-store. When we successfully receive and process your returned package, you will be updated with an email notification. In order to be able to keep track of the course of your return after you send it, we kindly suggest to note the tracking number of the package and check its course.

How long will it be before I get an exchange?
Exchange requests are usually processed within 1 working day upon receiving the returned item, while the exact time of delivery depends on your country.

Who pays for return postage?
The returned parcel your responsibility until it successfully reaches our store and unfortunately we are not in position to cover delivery costs. Therefore we suggest for safety reasons that you use DHL or another delivery company that enables parcel tracking. Therefore, you are free to select the method of return of your choice, as long as the items return securely back to us. Mousoulis.com will send the new item to you for free. Kindly note that only the first exchange is delivered for free. If more exchanges occur, they will be charged as per normal delivery rates, depending on the destination country.

Why have you not refunded the delivery charge?
Postal charge is a different service completed by our courier service and we do not profit by such charges. Therefore, we are in no position to issue a refund for delivery charges, except for extraordinary instances of wrong shipment or faulty items, when we will bear the costs of return.

Some orders that qualify for a free delivery can only be extended to customers wishing to keep or exchange the product and delivery charges will be deducted before issuing a refund.

You have refunded me the wrong amount.

If you feel for any reason that we have incorrectly refunded you, please do not hesitate to contact our Customer Service at sales@mousoulis.gr

 

 

Products

 

Terminology - Fit Guide

 

Do you have a size guide?

Yes, you can find a size guide at the right of each product page, with sizing available for all the designer brands sold on the website.

I have my measurements, but I am not sure what size to choose/ I need more information on your products.
There are different size measurements, for different brands and even different items of the same brand. You can find some general guidance, by clicking on the “Size Guide” tab on every product page. However, kindly take into account that this guide only provides general size guidelines and exact measurements may vary. If you want to know the exact measurements of a product that you line, e-mail our Customer Service at sales@mousoulis.gr and we will be happy to provide them, along with any additional information, so you can find what fits you best.

My size is not available on Mousoulis.com online store. Can you order it just for me?
In certain individual cases it may be possible for us to be able to find additional products that are out of stock, upon request. If you wish so, kindly contact our Customer Service at sales@mousoulis.gr for more information. This applies only for new collections and is not applicable for items on sale or offer. In the case you might want to return or refund a personalised order, there will occur certain handling fees, depending on the item.

 

Price Match

Our Price Match Policy currently only applies within Greece. You can read more about it here >> Write text

 

General & Contact

Does Mousoulis operate physical stores?
There are two Mousoulis stores, located in Korydallos, Athens, Greece:

77, Taxiarchon str, 18120, Piraeus

Tel. +30 2104970144 Fax. 210-4976044

                            &

78, Athinas str. & Eleftherias Sq., Korydallos, 181 20 Piraeus

Tel. +30 2104966003

Click Here to get directions from your location.

To make sure that your product is available in-store, you are kindly advised to use the “Pick-up in Store” service during your check-out.

 

Are all your products authentic?
We take pride in selling only original high-quality, brand-name collections, of some of the most popular designer brands. Authentication evidence can be seen on all our products, as determined by the brands.

 

Can I contact you on the phone?
Call our Customer Service on +30 2104970144 and our staff will be happy to assist you from Monday to Friday, 10:00-17:00 (Additional  charges may apply for international calls.)

How can I reach you on e-mail?
Feel free to leave us a message at sales@mousoulis.gr for any questions you might have regarding your order or our products. Our Customer Service collects requests on a daily basis and will answer as soon as possible.

 

Where can I send my returns?

You can send your packages at:

77, Taxiarchon str, 18120, Piraeus

Tel. +30 210-4970144 Fax. 210-4976044

 

I am a customer of Mousoulis.com and I have a complaint
Your feedback always makes us better. In the occasion that you are not completely happy with one of our products or our services, we will appreciate your letting us know with an email at our Customer Service on sales@mousoulis.gr or call as on +30 2104970144 (international charges may apply).

 

Why are shipping restrictions applied in certain products?
Product delivery restrictions may apply in certain countries, due to international commercial agreements and legislation. Designer brands may also occasionally impose restrictions by forbidding the delivery of their products in certain countries. Mousoulis.com is required to abide by the aforementioned. When that is the case, such information will be stated clearly on the page of the specific product.

 

How can I find a specific product I am looking for?
We want to make your shopping experience with Mousoulis.com the best possible, equal to the one we offer in-store. Therefore, we want to help you find exactly what you are looking for, by enabling special search filters when you enter one of our product Categories section or Brands. If your search is more general, you can type a keyword related to your inquiry in the Homepage Search Box, which is located on the top left of your Mousoulis.com screen and relevant results with automatically appear.

 

Can I get additional information on a product other than on the website?
In case you have a specific enquire ( for example product measurements) that is not answered by the product specifications on Mousoulis.com, our Customer Service will be happy to assist with an email at sales@mousoulis.gr or a call on +30 2104970144 (international charges may apply).

I want to buy a garment, but I cannot find it on mousoulis.com. Can you order it just for me?
If there is something you like that you cannot find online on Mousoulis.com, we might be able to get it just for you! Contact our Customer Service for an inquiry, including the exact SKU code & colour of the product  and a picture -if possible. Kindly note that this is only possible for brands we already have on our websites, while the odds are more likely in the beginning of each season.

Are products always full priced?
Regular sale periods, mid season sale and other promotional activities apply for our physical and online stores, as well, so you may be able to order your favourite products on discount. Subscribe to the Mousoulis.com newsletter to get all the latest updates on offers, promotional activities and new arrivals!

How can I subscribe to Mousoulis.com newsletter?
You can find the newsletter subscription bar at the bottom of our Homepage. Insert your e-mail address and keep up with all the latest fashion, sales and promotional offers!

 

You haven't replied to my inquiry
We do our best to answer customer inquiries as quickly as possible, however as an independent company there might be delays, during busy days (sale, holidays etc). We ask for your patience and we promise to do our best to provide you with services of the highest standards. In case you haven’t received a reply in an unusually long time (more than 48 hours) please contact our Customer Service again at sales@mousoulis.gr, or give us a call on +30 2104970144 to make sure your inquiry has been received, starting a new email thread.

 

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