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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.

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

    You can return any unwanted item(s) within 14 working days, using the courier service of your choice. For your convenience, we kindly suggest using courier services that have tracking service available. 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 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.

    To state the item you would like to receive in exchange for your return, you can use one of the following methods:

    • Complete the Returns Form with your customer information. In case of product exchange, for your best convenience, you are kindly requested to contact our Customer Service on sales@mousoulis.com 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.

    • You can register your return online via mousoulis.com. After your return has been approved, your e-wallet will be credited with the corresponding amount, so you will be able to use it for a future purchase.

      Online Returns- instructions:

      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.

    • Email 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 colour and the item you would like to receive in exchange, along with the same product information.

      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.


    After your returned package has been successfully received we will process your return request within (1) working day 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 a non-EU customer. How do I return a product?

In order to ensure that no extra charges are paid, there is a simple procedure to follow in addition to the above steps. 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. Kindly note that items on sale cannot be refunded.

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 Mousoulis.com does not bear any costs regarding customs charges on your behalf, so we advise you to follow the procedure thoroughly.

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 products are 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 an in 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:

    • Complete the Returns Form sent to you with the original order (In case you have lost it, you can find it here) 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, along with the same product information.

    • Call our Customer Service at +30 210 4970144 providing the information required above.

After we register your order in any of the above ways, we will proceed with either crediting your e-wallet or sent back the requested items. Kindly note, that we will be able to do that, only after we have safely received the returned package.

Upon its arrival, we will process your return request within (1) working day.

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

Additional Information on Returns

The returned parcel is your responsibility until it successfully reaches our store, therefore we suggest for safety reasons that you use one of our partner companies, ACS Courier or Geniki Taxydromiki. We kindly advise you to maintain proof of postage and tracking number.

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 products are 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

 
More questions? Maybe we have your answers on our Helpdesk! (click here)

If you still have any questions or need additional information, do not hesitate to contact our Customer Service with an email at sales@mousoulis.gr.

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