Shipping policy

Our store moiiscompany.com, with its main logistics headquarters in Spain, ships its consumer products internationally. The general shipping conditions are detailed below, for the purpose of correctly informing customers and complying with applicable consumer protection regulations.

Geographical scope of delivery

We ship internationally from our warehouses. Orders are delivered to most countries worldwide, including all European Union member states and numerous destinations in the Americas, Asia, and other regions, subject to logistical availability. In the event of limitations or restrictions for certain countries (for customs or legal reasons), such exceptions will be communicated to the customer in advance.

Estimated processing and shipping times

All orders are processed internally within a short period of time (usually 1–2 business days) from the confirmation of purchase. Subsequently, standard shipping of products usually takes an estimated 7 to 30 calendar days from the date of shipment, depending on the destination country and the specific conditions of the order. These deadlines comply with consumer legislation, which sets a maximum of 30 calendar days unless another term is agreed upon. If the Store is unable to meet this deadline, it will notify the customer so that they can decide whether to cancel the order. (Express shipping services are not currently offered, although they may be added in the future.)

Shipping cost structure

Shipping costs are calculated on a variable basis, depending on the weight, volume, destination, and other logistical factors of each order. These costs will be clearly shown to the customer before completing the purchase. In other words, when proceeding with the purchase, the system will automatically calculate the shipping cost added to the total order. This way, the customer knows exactly what the shipping costs are before confirming their order, in accordance with the legal obligation to provide advance information on total costs.

Order tracking

Once the order is shipped from our warehouses, the customer will receive a notification email with the shipping details, including a tracking number for the package. This number will allow the customer to check the status and location of their shipment online through the website of the corresponding shipping company. It is normally recommended to wait up to 48 hours after receiving the shipping confirmation email for the tracking system to activate. If the customer does not receive the order within the estimated time frame (for example, beyond the agreed 30 days), they should contact the Store's customer service department so that we can investigate and resolve any issues.

Conditions for failed or missing delivery

If at the time of delivery the recipient is absent or the address is incorrect, the courier company will normally leave a notice with instructions to arrange a new delivery or collection at a local office. The customer must respond to the carrier's notifications to reschedule the delivery. If, after the notice, the order cannot be delivered (due to prolonged absence or impossibility of delivery), the package may be returned to the origin. In this case, the Store will contact the customer to decide on the next step (reshipment, address correction, or cancellation). In line with shipping practice recommendations, “if you have not received your order X days after receiving the shipping confirmation email, please contact us.” Any new delivery resulting from a failed delivery may be subject to new shipping costs borne by the customer.

Responsibility during transit

From the moment the courier company picks up the shipment at our warehouse until delivery at the destination, it is responsible for the custody and good condition of the package. In the event of loss or damage to the goods during transport, the customer may file a claim directly with the carrier in accordance with current transport regulations. In particular, if the delay or damage is attributable to the carrier, the consumer is entitled to claim compensation. The Store will assist the customer in the necessary procedures, but direct responsibility will lie with the relevant courier company, in accordance with the law.

Exceptions and force majeure

Delivery times are estimates and may be affected by extraordinary causes beyond the Store's control. Such causes include, but are not limited to, international customs processes, adverse weather conditions, armed conflicts, strikes, pandemics, or other situations of force majeure. These circumstances may cause delays in delivery, and in no case shall the Store be liable for delays caused by such exceptional circumstances. In any case, the Store will inform the customer of any relevant incident in the shipment and will make reasonable efforts to minimize the impact of such situations.