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Delivery + Returns

Delivery + Returns

MOYA delivery

We deliver our goods in Austria and Germany within 4-6 weeks.

Our delivery charges are calculated by volume, weight and destination country. We do our best to keep our delivery charges as competitive as possible.

Delivery options:

Standard delivery by courier*

Delivery and on-site installation**

Collect from showroom***

 * Standard delivery by courier is nothing but standard. It offers delivery right to your front door (if the destination is an apartment, flat or complex, the order will be delivered inside the entrance to the building). Standard delivery does not include assembly or unpacking. Occasionally the delivery company may require assistance unloading larger items. If your order contains oversized, fragile and/or bulky items, your order will be handled and delivered by our own dedicated delivery team.

We will call you to arrange a suitable time to deliver your order, as we deem appropriate and at our discretion.

 ** Delivery and on-site installation is available for an additional fee. The fee will depend on the delivery location and how long the installation will take to complete. It includes a delivery appointment, room of choice delivery, assembly, installation and removal of all packing materials. We will contact you once your order is complete to arrange a suitable date and time.

Please ask your sales assistant if you're interested in this service or email: office@moyaline.com for a quote.

 *** Collect from showroom is free and available on all of our products. Please note that our showroom is closed on Sundays, so no collections can be made on these days.

Please ensure you check and measure access to your property and make us aware of any possible difficulties in delivering your order prior to dispatch. For example lift sizes, internal doors and tight spaces.

Consider things such as:

Red routes and parking restrictions

Delivery access and size restrictions

Suitable access to the property

Restricted access to the property and time restrictions

Such factors may require alternative delivery methods which may incur additional charges. If you have any concerns regarding delivery access please call us on +43 1 5321429

Delivery FAQs

When will I know when my goods have been dispatched?

You will receive a confirmation email with tracking details for all courier dispatches. We will contact you directly to arrange a suitable day and time.

Do you deliver items separately?

No. If you have ordered multiple items, we will send these out to you in one delivery as soon as they all arrive at the MOYA warehouse and they have been quality checked.

We dispatch completed orders unless unforeseen circumstances occur.

When can I expect to receive my order?

For Austria and Germany we guarantee the delivery time within 4-6 weeks. For other international orders please contact us by email: office@moyaline.com, to receive a quote on delivery times.

Can you deliver to a hotel/public space?

No, unfortunately we cannot. Your goods must be delivered to a place of residence or business address only.

Can my order be left in the garden/porch/shed/bin?

No. All deliveries must be signed for unless you pre-arrange this with the courier at your own risk.

What does the International goods in transit insurance include?

The insurance will cover you for a replacement item if damaged or lost.

Can you lower the invoice value for customs purposes?

No, this is illegal.

 

Returns

How do I return an item?

All returned items must be unused, in original packaging with any labels still attached, and otherwise in a saleable, as new condition.

To arrange a return, send an email to office@moyaline.com within 14 days of receiving your order informing us of your intention. We will then authorise a return and advise you on further steps.

Products must be sent by a trackable method, using courier service such as DHL or UPS. We strongly recommend that the goods being returned are insured for their value, as we cannot accept responsibility for return items that are lost or damaged in transit.

If you are returning furniture, please contact our Customer Service Team to schedule a pick up through our shipping courier.

You will be responsible for paying postage costs associated with returned goods.

Can I return a customised or made to order item?

Please note that made to order and custom items are made especially for you and are, therefore, non-returnable unless faulty. Likewise, once this type of order has been received by the manufacturer it cannot be cancelled.

When will I receive a refund?

Once the product is received and the refund has been approved, you will receive a confirmation email indicating that the refund will be paid into your account within a few days. The refund will be made using the same method originally used by you to pay for your order. The original delivery charges and any costs you incur in returning the product will not be refunded.

What to do if my items arrive damaged/faulty?

In the event that the products are delivered in damaged or faulty condition, including customised products, please contact us within 24 hours by email:

When will I receive a refund?

Once the product is received and the refund has been approved, you will receive a confirmation email indicating that the refund will be paid into your account within a few days. The refund will be made using the same method originally used by you to pay for your order. The original delivery charges and any costs you incur in returning the product will not be refunded.

What to do if my items arrive damaged/faulty?

In the event that the products are delivered in damaged or faulty condition, including customised products, please contact us within 24 hours by email: office@moyaline.com  or call us on +43 1 5321429 and we will make the necessary arrangements to collect the damaged/faulty goods. We will ask you to email photographic evidence of the damage and provide any other relevant information. Please keep all the original packaging and repack the items carefully. Our courier will make the collection, and upon inspection at our warehouse, a refund or replacement item will be arranged. 

 

 

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