Shipping policy
All orders are processed within 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
We have limited stock available since most will be produced on demand. This means that the item will only be made once it is ordered. This production method ensures the highest quality possible as it is not mass-produced while minimizing waste and upholding sustainability standards.
Printed items take 10-12 days to be ready while not-printed items take 2-5 days. Feel free to message us to check the availability of in-stock items.
If you have a question about shipping, send us an email at mossstudio00@gmail.com
Shipping within Venezuela cost $5 or if the order is greater than $150 the shipping is free.
International shipping costs $20 USD or if the order is greater than $250 USD shipping is free.
Moss Studio ships worldwide with DHL. The delivery period is 2-3 weeks for in-stock items. Please keep in mind that some items can take 3-5 weeks to arrive because they are made to order. If your purchase contains one of these items, we’ll be sure to let you know.
The prices of our products do not include VAT or other taxes, and the customer must cover any customs taxes or fees incurred.
In-store pickup
You can skip the shipping fees with free local pickup in Valencia or Caracas. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 3 business days. We will send you an email when your order is ready along with instructions.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
Changes
Garments are made to order, ensuring the highest quality and minimal waste. Please note that all international sales are final, except for errors made on our part.
If a change is required, you may do so within 5 working days of receiving it. To do this, simply email us at mossstudio00@gmail.com with the details of the changes you wish to make, and we will update your purchase accordingly. Shipping costs for returns due to brand errors are the responsibility of the brand.
Refunds
- We offer refunds for faulty or misrepresented items within 7 days of delivery. To receive a refund or exchange, simply return the item to our return center in its original condition, including packaging, accessories, and tags.
- If you received an incorrect size, you can also return the item for an exchange or refund.
- Unfortunately, because most pieces are made on demand for each customer, it is not possible to return a garment that does not fall under the previously mentioned.
Please submit any claims related to delivery within 5 working days of receipt of the product(s). Shipping costs for returns are the responsibility of the sender. If you have any questions or need further information, please email us at mossstudio00@gmail.com.