Help & Contact

Please select the subject below and click for more information.
  • What is your Standard Delivery Policy?

    Orders received by 2pm (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.

    In most cases delivery will be made within 2-4 days, unless stated otherwise during the check-out. Deliveries are sent via DHL and a signature on delivery is required. 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.

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

  • 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.

  • Can I change the delivery address I signed up with? 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, 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.

  • 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.

  • How much does my delivery cost?

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

  • 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.

  • 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.

  • 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######).

  • Is my order insured?

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

  • What courier do you use for deliveries and how much does it cost?

    At, 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 the standard delivery fee of 4,95€, while delivery is free of charge for all orders over 30€.

    Delivery rates and estimated time for delivery range depending on the country. See more information for specific countries on the chart here.

    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 for more specific inquiries.


    Zone & Countries

    Delivery Time



    Extra Custom Charges


    England (UK)

    3-5 Working Days

    Standard Delivery: 24.99£*
    (Custom Clearance Costs are included)




    2-3 Working Days

    Express Delivery: 34.99£*
    (Custom Clearance Costs are included)


    Europe (EU)

    2-4 Working Days

    Standard Delivery: 9.99€




    1-2 Working Days

    Express Delivery: 16,99€


    Europe (Non-EU)

    3-5 Working Days

    Standard Delivery: 24.99£
    (Custom Clearance Costs are included)




    2-3 Working Days

    Express Delivery: 34.99£
    (Custom Clearance Costs are included)



    1-2 Working Days

    Free for Orders over 300€




    Standard Delivery: 9.99€


    2-3 Working Days

    Express Delivery: 16,99€



    1-3 Working Days

    Free for Orders over 30€

    ACS – Geniki Taxydromiki



    U.S.A. & Canada

    3-6 Working Days

    Standard Delivery: 24.99€




    Rest of the World

    3-6 Working Days

    Standard Delivery: From 24.99€





    The Customs Clearance costs are included (10.00£/12.40€) – Please visit our Return Policy Page to check the costs and the procedure in case of a return request.

    *Free UK delivery with orders > 120£

    Please keep in mind that regarding the new EU Regulations (OSS), the final charges for the EU orders are calculated with the VAT rate of each delivery country.


  • 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 beforehand.

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

    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.

  • How do I place an online purchase?

    At, 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, 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? is automatically updated with stock levels. In the rare case that an item you have order is out of stock - most often than 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 will never rent or sell sensitive customer data to third parties.

  • 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.

  • 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? 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 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 neither on seasonal sale & mid season sale nor 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, you can contact our Customer Service at 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 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.

  • Can I use my discount code more than once? 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.

  • 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 or call on +30 2104970144 and we will follow up the progress of your delivery.

  • Can I ask for a refund ? 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. doesn't cover the delivery costs back to the store, so the customer will have to pay for them. In case 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.
    Kindly note that items on sale cannot be refunded.

  • 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.

  • Who pays for return postage?

    The returned parcel is your responsibility until it successfully reaches our store and unfortunately, we are in no position to cover return costs. You are free to select the method of return of your choice, as long as the items return securely back to us. In any case, we suggest for safety reasons that you use DHL or another delivery company that enables parcel tracking.

  • 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. 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.

  • How can I reach you on e-mail?

    Feel free to leave us a message at 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.

  • How do I exchange/return my item?

    To state the item you would like to receive in exchange to your return, you will be asked to complete the Returns Form sent to you with the original order and enclose it with the returned package.

    Additionally, you can use one of the following ways:

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

    Sign in to your 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 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.

    Important Information for non-EU residents:

    In order to ensure that no extra charges are paid, there is a simple procedure to follow. When you decide to return one or more item/s, please be sure to mark the package clearly as "Product returned for Refund" or "Product returned for Exchange" on the outside of the Package before sending back.

    Also please highlight this to the Courier you are using to make sure you avoid any additional charges and problems with Greek customs. The returned package is your responsibility and does not bear any costs regarding custom charges on your behalf, so we advise you to follow the procedure thoroughly.

    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

  • 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, 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.

  • 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 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.


  • How can I find a specific product I am looking for?

    We want to make your shopping experience with 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 screen and relevant results with automatically appear.

  • 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 newsletter to get all the latest updates on offers, promotional activities and new arrivals!

  • 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, or give us a call on +30 2104970144 to make sure your inquiry has been received, starting a new email thread.

  • 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.

  • 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. 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.

  • I want to buy a garment, but I cannot find it on Can you order it just for me?

    If there is something you like that you cannot find online on, 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.

  • 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 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 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 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.