FREQUENTLY ASKED QUESTIONS

Brexit Update

+–How much tax and duty will I be charged?

Tax and duty is charged on order value. De Minimums value is the amount you can spend before receiving tax and duty charges. De Minimums value varies from country to country, so it is recommended to check what this value is with your local tax office. All our International shipments are shipped using UPS, local tax is removed at our checkout and your goods are shipped as duty unpaid, meaning you will be contacted by UPS to pay the relevant duty/tax charges before receiving your order.

+–How do I pay these charges?

All our international shipments are shipped as duty unpaid. This means that our local tax is removed at checkout so the total amount you are paying is without tax. Once the order arrives in your country the relevant courier will contact you to pay the local tax/duty charges before receiving your order.

+–What does this mean for returns?

- When returning a product to us, you must clearly state on the parcel ‘UK Return – All Tax & Duties Paid’ – Should we receive a return, where this information has not been made clear and taxes & duties have been charged, we will not accept the return and it will be the customers responsibility to clear these charges. Please see our returns policy for more information.

+–Will my shipping options change?

- No, shipping will remain exactly the same. Please allow an additional 2 days for shipping time scales while every one is making themselves familiar with the new changes.

Online Ordering

+–Can I place an order by telephone?

Yes. An order can be placed by telephone through our Customer Services team. Please call +44 (0)23 82444024 and provide details of the items that you would like to order, such as size, colour and quantity

+–Can I place an order by email?

No. All orders must be placed online through our web site or through our Customer Services team on +44 (0)2382444024

+–Do I have to create an account to place an order?

No. You do not need to create an account to place an order. Once you have put all of your items in your shopping bag, select 'Guest Checkout.' Please note that placing an order using 'Guest Checkout' will not allow you to track the status of your order online.

+–How do I change my account details?

To change your account details, go to my account and sign into your account using your email address and password. Click 'Account Details' and update your details and remember to 'Save Changes'.

+–What do I do if I have forgotten my password?

To reset your password, please visit My Account, select 'Sign in' and 'Forgotten Password.' You will be asked to enter your email address. An email will be sent with a new temporary password.

+–Can my order be gift wrapped and/or include a gift message?

We do not currently offer gift cards or gift messages. All orders are packaged in a box with the Moore EQ logo.

+–How will I know that Moore EQ has received my order?

Once you have placed an order, we will send you an order acknowledgement email. Please contact customer care team with your order detail if you do not receive this email.

+–If an item is out of stock, can I be notified when it becomes available?

No. If an item is listed as out of stock it is no longer available to purchase. For selected items you can place a pre-order or back-order.

+–How do I find out more information about an item(s)?

We include as much information as possible within the product page for each item. On each product page, there is a complete description and a number of tabs which include detailed information about fabric composition, care instructions, country of origin and exact dimensions. We also show the product in great detail through images with a full zoom option. If there is any further information that you require about an item(s) please customer care team.

+–How do I know what size to order?

To check which size to order please refer to our size charts. Detailed product information is listed on each product page and can assist in giving a sense of fit. If you are still unsure which size to order please customer care team for guidance.

+–How do I pay for my order?

Payment can be made using all major credit cards such as; Visa, Mastercard, Amex. You can also pay via Paypal, Apple Pay, Google Pay, Klarna etc.

+–Can I cancel my order?

Yes. All orders can be cancelled at any time before they are despatched. Typically, all in-stock items will be despatched within 24 hours of order confirmation. It is not possible to cancel an order after an item is despatched. You can check the status of your order online at any time using my account. Sign in to your account and click the 'Order' tab. To cancel an order please contact our customer care team.

+–How do I check the status of my order?

You can check the status of your order online at any time using my account. Sign in to your account and click the 'Order' tab. All orders placed will be shown with the newest order first. Select the order that you wish to view to see full details.

Shipping

+–When will I receive my order?

Please click here for latest delivery times

We aim to ensure that all orders pass through customs as quickly as possible, but we cannot be held liable for any orders held in customs.

+–Where does Moore EQ deliver?

Please click here for countries Moore EQ delivers to.

+–Can I track my order?

Yes. Once your order is despatched from our UK Distribution Centre, you will receive an email with order details, payment confirmation and a tracking link. Click the link to track the status of your parcel. The status of your order will also be updated in my account. Sign into your account and click 'order' to check status. If you require any further assistance please contact our customer care team.

+–Do you ship to multiple shipping addresses?

No. We can only ship your online order to one location. Please place separate orders for multiple delivery addresses.

+–Does Moore EQ deliver to Post Office Boxes, Military Bases or Freight Forwarding Addresses?

No. We do not deliver to PO Boxes, Military Bases or Freight Forwarding Addresses.

+–Can I change my address on an order I have placed?

Unfortunately we are unable to change the address on an order already placed. However if your order has been placed within 24 hours it may be possible to cancel it and replace your order using another address. Please contact customer care team to find out more.

+–My order has been damaged on delivery, what should I do?

If your order has been damaged on delivery, please contact our customer care team within 48 hours of delivery.

Returns

+–How quickly do I need to return an item(s)?

A returns authorisation request to return a full price purchase must be submitted within 14 days of receipt of the order.

+–How do I return an item(s) I've ordered online?

Please repackage up any items you wish to return and refer to the Returns guide slip enclosed with your order.

+–Are there any item(s) that I cannot return?

Unless faulty, we are unable to accept returns on selected item(s) that are made to order.

+–Can I exchange an item(s)?

Yes. Please visit our returns and refunds page for further information. Please note we can only exchange for a different size of the same product/style.

Customer Care

How do I contact Moore EQ?

Click here for Customer Care