FAQ

Can I have my order delivered to another country?
Yes, we deliver our rugs all over the world.
We offer free shipping within the EU.

What are the return shipping costs?
You may return the rug you purchased from us within 14 days of delivery for a full refund.
The customer pays for the return shipping costs.
Please refer to our Return Policy page for more information.

Do you have a store or showroom that I can visit?
Yes. We have a showroom:
Simmeringer Hauptstrasse 261-B 1110, Vienna, Austria

How long is the delivery time?
All rugs shown on the website are in stock and ready for immediate delivery. We deliver within 5 working days.

What are the shipping costs?
We offer free shipping within the EU. For deliveries outside EU please contact us.

How do I check the progress of my order?
If you have created an account with us prior to placing your order, then you can check the progress of your order online. Please log into your account and click on 'My Orders' to check the status of the order. Once your order is collected by the courier from our warehouse, you will receive a dispatch confirmation email from us containing tracking information, which you can use to track the order by telephone/on the courier's website. If you have not created an account with us (or created one after placing your order), please contact us via our helpdesk message page (see Contact Us page for details) and we will check and respond with an update.

What will the delivery charge be if I purchased more than one rug?
There are no additional charges for purchasing more than one rug. Please refer to our Delivery page for more information.

How will my order be delivered?
Your order is delivered to your house by a shipping company. Depending on the size and weight of the parcel and your residence country, the order can be delivered variety of freight companies.

I have forgotten to enter a discount code. Can you apply it afterwards?
Yes. We will apply the discount code manually to your order, if the discount code is valid.

Will I have to pay customs and duty fees?
Within EU the customs and duty fees are covered by us. For deliveries outside EU please contact us.

How can I pay?
We offer several ways of accepting payment including debit/credit card, sofort and PayPal. Please refer to our Payment Methods page for more details.

Is my payment secure?
To process your order we need to know your name, email address, delivery address credit or debit card number and the cards expiry date. As an additional precaution we also ask for your card security number. We will also ask for you telephone number so we can contact you if there is a problem with your order. We use the latest technology to ensure that all your personal and credits card details remain completely safe and confidential. We never store any credit card details or any other payment details.

Returning your item
Please note that when returning goods, you must ensure they are satisfactorily wrapped in the original delivery packaging and that they are adequately sealed against both the weather and any rough handling including dragging during transit. No credit will be issued if goods are returned unwrapped or damaged.
Please ensure your return is adequately insured as loss or damage during transit will not be compensated.
Please enclose a note with your order number on it, this will assist our processing of the refund more quickly.
When the rug has been received and checked a refund will be issued; this may take up to 5 working days to appear on your account.
All returns are to be sent to the below address.
Moza GmbH
Simmeringer Hauptstraße 261-B A-1110, Vienna, Austria

Receiving Your Refund
Upon receipt of your returned undamaged order and following our inspection of the return goods with our Quality Check Team, we will issue the refund to your account used to purchase your original order.  Please allow up to five working days for this to appear on your account statement. You will also receive an email notification to confirm that the refund has been issued.
If you require any additional assistance, please complete our contact us form.