FAQs

1. Can I cancel my order?
Unfortunately, we are not able to cancel an order once it has been placed.

2. I put the wrong address in my order, what should I do?
Please be careful when entering your shipping address, Mooiziel Natural Cosmetics will not be responsible for orders sent to the incorrect delivery address provided by the customer.

3. I have not received my order confirmation, what should I do?
Sending order confirmations can sometimes take up to 24 hours due to high demand. If you have not received your order confirmation email after 24 hours, please contact us here.

4. How can I check the status of my order?
Please log into your account to check the status of your order. If you do not have an account, please refer to the ‘Track Order’ link here.

5. How can I track my package?
Once your order has been fulfilled, you will receive an email with your tracking information. You can track the progress of your order directly on your Mooiziel tracking page.

6. My package has stopped moving forward.
If your package stops moving at any point, do not fret! It is still on its way to you. Occasionally, there may be delays due to transport or weather events. If this happens, your tracking page will be updated with the latest shipping status.

7. What about returns?
All sales are final, and we do not offer refunds, returns, or exchanges, unless the product is damaged or you have received a wrong product. If a product arrives damaged or incorrect, please email us at: info@mooiziel.net within 48 hours of receiving your order. Be sure to include photos and a video of the damaged product and a screenshot of your order confirmation email. The customer has to bear the shipment charges in case of return (other than damaged or incorrect product). Mooiziel Natural Cosmetics reserves the right to decline any return, reshipment, or refund requests.

8. Do you offer exchanges?
Unfortunately, we don’t process any exchanges at this time.

9. My items arrived damaged, what should I do?
If your items arrived damaged, please contact our customer service team by writing to us via info@mooiziel.net, with your order details and photos of the damaged products within 48 hours of receiving your order. We’ll arrange a replacement or refund for you as soon as your request is approved. Please note you may need to provide multiple photos and a video of the damaged products.

10. I received incorrect items in my order, what should I do?
If you have received incorrect items, please contact our customer service team by writing to us via info@mooiziel.net, with your order details and photos of the damaged products within 48 hours of receiving your order. We’ll work quickly to resolve the issue and ensure you receive the correct products.