Returns Policy

Returns on international orders

We want you to be completely satisfied with your purchase from us and our dedicated staff works to the highest standards to guarantee your customer satisfaction.


If for any reason, you feel unhappy with your order, you may return the unwanted product(s) in 14 working days, including proof of receipt and accompanying tags, with delivery costs applied to the customer. Please keep in mind that non-EU customers may be required to pay additional customs fees.

Please, kindly ensure that returned products are in the state of new and unworn, with all initial packaging and price tags, as delivered to you. In the unlikely event of a used item, or returned in an unsuitable condition, we will not be able to proceed with your request and the item will be sent back to you.

Our Returns Address Is:

ΜOUSOULIS, 77, TAXIARCHON str. KORYDALLOS, ATHENS, 18120, GREECE

  • I’m a UK/ non – EU customer. How do I return a product?

If the shipping country of the return is outside E.U., there is a probability that you may be required to pay customs duties, fees, taxes, etc by the competent Authorities. Mousoulis cannot in any case-control such charges and in no case can inform Customers about relevant costs. In such cases, Customers bear the relevant charges. All these additional fees are being deducted from your refund.

Important: If you want to be informed about the extra custom costs, please contact with our Customer Service on sales@mousoulis.gr beforehand.

You can return any unwanted item(s) within 14 working days using the local Post Office and send on a trackable economy service. Generally, we kindly suggest using courier services that have tracking services available.

Make sure you advise the Post Office this is a return and you have stated the exact cost of the product (excluded shipping cost).


To state the item you would like to receive in exchange for your return, please follow the below steps:

  • Register your return online via mousoulis.com. Sign in with your mousoulis.com account with your registered email and password. Then, go to My Order History and choose the order that contains the item you want to return. Choose the item, corresponding quantity, and reason for return. Complete the online return process by clicking on “Return Products” on the bottom of the screen
  • Complete the Returns Form with your customer information. In case of a product exchange, for your best convenience, you are kindly requested to contact our Customer Service on sales@mousoulis.gr in order to reserve the new item you want, to make sure it is still available by the time your package returns back to the store.

After registering your return, you can forward the returned package back to us. Enclose the returns form within the package you want to return and forward back to us (MOUSOULIS 77, Taxiarchon str, Korydallos, Athens, 18120). For safety reasons, we suggest using the local Post Office and send on a trackable economy service or any other courier company that enables parcel tracking. Do not forget to advise the courier that this is a return. Please contact our Customer Service beforehand to let them know of your intent to return an order and which company you wish to use.

For any further information about your return, you can send an email to our Customer Service at sales@mousoulis.gr with your request. Your email should include your order information (your name, registered email, order number & order date), the item you to return, including product SKU code, size, and color, and your question.

 

After your returned package has been successfully received we will process your return request within 2-3 working days and will proceed with one of the following (according to your request):

  •  Credit your e-wallet for future purchases. If the new item costs less than your e-wallet credit, the remaining credit will still be valid for future purchases.
  • Issue a refund.
  • Exchange returned products with new ones.

 

  • I’m an EU customer. How do I return a product?

You can return any unwanted item(s) within 14 working days by asking for a DHL prepaid return label*. Otherwise, if you use the courier service of your choice, we kindly suggest using courier services that have tracking services available. Generally, Mousoulis cannot be held responsible for the returned products, until they are successfully received by our staff.

To state the item you would like to receive in exchange for your return, please follow the below steps:

  •  Register your return online via mousoulis.com. Sign in with your mousoulis.com account with your registered email and password. Then, go to My Order History and choose the order that contains the item you want to return. Choose the item, corresponding quantity, and reason for return. Complete the online return process by clicking on “Return Products” at the bottom of the screen.
  • Complete the Returns Form with your customer information. In case of a product exchange, for your best convenience, you are kindly requested to contact our Customer Service on sales@mousoulis.grt in order to reserve the new item you want, to make sure it is still available by the time your package returns back to the store.


After registering your return, you can forward the returned package back to us. Enclose the returns form within the package you want to return and forward back to us (MOUSOULIS 77, Taxiarchon str, Korydallos, Athens, 18120). For safety reasons, we suggest that you use DHL or another delivery company that enables parcel tracking. Please contact our Customer Service beforehand to let them know on your intent to return an order and which company you wish to use.

For any further information about your return, you can send an email to our Customer Service at sales@mousoulis.gr with your request. Your email should include your order information (your name, registered email, order number & order date), the item you to return, including product SKU code, size and color, and your question.

After your returned package has been successfully received we will process your return request within 2-3 working days and will proceed with one of the following (according to your request):

  •  Credit your e-wallet for future purchases. If the new item costs less than your e-wallet credit, the remaining credit will still be valid for future purchases.
  • Issue a refund.
  • Exchange returned products with new ones.

*DHL Pre-paid Label

If you wish for fast and convenient returns, ask for a pre-paid label. This is fully tracked and signed for service. This is not a free service, and you will be charged 9.99€. If you would like to use this service please follow the below steps:

  1. Send us an email and ask for your label. You will receive a reply with the attached label.
  2. Pack your return item(s) using the original packing provided.
  3. Print the labels that we have attached to you.
  4. Book your collection by phone: call the local DHL. You will be asked for your waybill number – this is printed on the returns labels.
  5. Complete the pick-up. Upon collection, hand the labels to the DHL driver. Please leave your package open so it can be presented to the driver for checking along with your return invoice. Once checked, please make sure you seal the package securely.

Please keep in mind that the cost of this service will be deducted for your refund or e-wallet and the additional customs fees that may be raised.

Additional Information on International Returns

The returned parcel is your responsibility until it successfully reaches our store, therefore we suggest for safety reasons that you use DHL or another delivery company that enables parcel tracking.

Your order number is necessary for us to process your request, so we kindly request that you include it in every communication with our Customer Service.

Proof of receipt must also be included in the returned package. If for any reason, it is not in the returned package, it might result in a delay of the process for your return/refund request.

If more than one product is to be returned, they must be included in a single return parcel.

Underwear & swimwear cannot be returned for hygienic reasons.

Have you lost your Returns Form?
No problem, you can print one, here

 

Returns on orders within Greece

We want you to be completely satisfied with your purchase from us and our dedicated staff works to the highest standards to guarantee your customer satisfaction.

If for any reason, you feel unhappy with your order, you may return the unwanted product(s) in 14 working days, including proof of receipt and accompanying tags, with delivery costs applied to the customer.

  • I’m a customer from Greece. How do I return a product?

Products can be returned to Mousoulis by the Courier Service of your choice, although our partner services ACS Courier & Geniki Taxydromiki are preferred. In any case, Mousoulis cannot be held responsible for the returned products, until they are successfully received by our staff.

Please, kindly ensure that returned products are not worn or used in any way and are in a resaleable condition, with all initial packaging and price tags, as delivered to you. In the unlikely event of a used item, or returned in an unsuitable condition, we will not be able to proceed with your request and the item will be sent back to you.

You can request the item/s you would like to receive in exchange for your return or request e-wallet credit for future purchases, using one of the following methods:

  • Register your return online via mousoulis.com. Sign in with your mousoulis.com account with your registered email and password. Then, go to My Order History and choose the order that contains the item you want to return. Choose the item, corresponding quantity, and reason for return. Complete the online return process by clicking on “Return Products” at the bottom of the screen.
  • Complete the Returns Form with your customer information. In case of a product exchange, for your best convenience, you are kindly requested to contact our Customer Service on sales@mousoulis.gr in order to reserve the new item you want, to make sure it is still available by the time your package returns back to the store.

For any further information about your return, you can:

  • Send an email to 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 color, and your question.
  • Call our Customer Service at +30 210 4970144 providing the information required above.

After your returned package has been successfully received we will process your return request within 2-3 working days and will proceed with one of the following (according to your request):

  • Credit your e-wallet for future purchases. If the new item costs less than your e-wallet credit, the remaining credit will still be valid for future purchases.
  • Issue a refund.
  • Exchange returned products with new ones.

Want your new items back faster? Learn more about our “Hand-to-Hand” Service! (Currently available in Greece only)

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