Help
Where we ship, how long it takes, and what to do if something isn’t right.
46.69° N · 10.55° E
Moraine · Lab 01
Template policy. Replace it with your own shipping and returns policy before publishing. Prices and delivery times are demo values.
Shipping
We ship from our lab in South Tyrol to every EU country. Orders placed before 1 pm CET on a working day leave the lab the same day, and we email a tracking link as soon as they do.
Shipping is free on orders from €60 after discounts. Below that, the rates in the table apply. All prices include VAT and are shown again at checkout.
Free in every zone on orders from €60
Prices and delivery times are demo values.
Returns
You can return unopened, sealed products within 30 days of delivery for a full refund of the product price. This is in addition to your 14-day right of withdrawal under EU law, described in our Terms of Sale.
To start a return, write to care@moraine-skin.example with your order number and we’ll reply with the return address. Return shipping is at your cost, unless the product is faulty or we sent the wrong item.
We refund to your original payment method within 14 days of receiving the return.
Opened products
For hygiene reasons, we can’t take back or resell products that have been opened or unsealed. If a product doesn’t suit your skin, stop using it and write to us within 30 days of delivery. We look at each case individually and will suggest a different product or offer store credit.
Damaged or wrong orders
If something arrives broken, leaking or not as ordered, email us a photo of the item and the box within 7 days of delivery. We’ll send a replacement at no cost, or refund you if you prefer.
Please keep the packaging until we’ve replied. You don’t need to send broken glass back.
Refill returns
Every third refill includes a free prepaid return label for empties. Pack your empty refill bottles, pumps, droppers and any Moraine glass you no longer need, and drop the box at a parcel point.
Between labels, you can send empties at your own cost. We can only accept Moraine packaging; anything else belongs in your local recycling.
Questions about a delivery? Write to care@moraine-skin.example, Monday to Friday, 9 am–5 pm CET.