Frequently Asked Questions

How to shop

How do I place an order?

To place an order, you can order through our online boutique. To do this you will need to navigate to a product page and follow the prompt - ‘Add to Bag' button. To further your transaction, you will then have to click the 'Checkout' button on the mini basket or shopping bag page. Alternatively, if you prefer to order over the phone, our Client Service team will be available to help you.

What should I do if an item I want is unavailable?

If you cannot find the item, you can contact our Client Service Team through our enquiry form or by telephone.

Can I order by telephone?

To place an order with our Client Service Team, please contact us on +33 (0) 6 37 10 32 64 from 10am to 5pm (Paris Time), Monday to Saturday.

How do I find a specific item?

If you know exactly what you are looking for, you can search by product name, colour or product reference through the navigation menu. If you cannot find the item, you can contact our Client Service team through our enquiry form or by telephone.

How do I contact the Customer Service?

For all online enquiries related your order, delivery, shipping, returns and refunds, taxes and duties, please refer to our dedicated service Global–E portal here

For product and brand enquiries, please contact us here

If you would like to visit our boutiques, you will find our boutiques here

Payment options

Which payment methods do you accept?

We accept all major credit cards (Visa, Amex, Mastercard, Discover, Klarna) and PayPal. During the checkout process, the supported payment methods are displayed on screen.

When will my credit card be charged?

When an order is placed, a pre-authorisation request for the value of the order from your bank to ensure the funds are available. When your item is shipped is the point at which we take payment.

Is it safe to use my credit card?

Security is our top priority. For more information on this, please refer to our full Terms & Conditions.

Is my personal information kept private?

All information shared is strictly is private and confidential. At no point will we share, rent or sell your personal information without your prior consent. For more information on this, please refer to our full Terms & Conditions.

What happens if my payment is declined?

If you are experiencing difficulty completing your transaction, there could be a variety of reasons as to why your bank is declining the transaction. Firstly, check that the details you have entered into the checkout match the details on your bank card. If all details are correct, and your transaction is still being declined, you should contact your card provider to give you more information about the transaction.

Delivery & shipping

What delivery services does MOYNAT offer?

DHL is our courrier partner for all worldwide shipments.

How much does it cost for shipping?​

Complimentary Express DHL Shipping worldwide.

Complimentary returns within 30 days worldwide.

How long will it take for my purchase to be delivered?

It can take 1-2 business days to process the order, and 2-5 business day to ship depending on your location. Delivery delays will be automatically shown at checkout.

Once your order is shipped, you will receive an email notification with tracking information.

What countries does MOYNAT ship to?

MOYNAT offers complimentary shipping and returns to most jurisdictions worldwide. If your current location is not supported by our current service, please write to us for distant sales enquiries.

Does MOYNAT deliver to PO Boxes?

We are currently unable to ship to PO Boxes. Please ensure during checkout to put in the correct local address. All online orders cannot be collected from our boutiques.

Can I collect my online order at MOYNAT boutiques?​

Currently, we do not offer “Click and Collect” from our boutiques.

Where is my order?​

For international orders (outside Europe) it can take between 1-2 business days (not including weekends and national holidays) to process the order. Once your order is shipped, you will receive an email notification with tracking information.

To track your order, please click here

My order shows delivered but I did not receive it. What should I do?​

We will do our utmost to provide the best service for our clients and we take matters like this seriously. Should there be any discrepancies to orders delivery, please contact us to find your order and we will assist you further to raise an internal investigation.​

I did not receive an email after my order. How can I track my order?​

If you have placed an order and have not received an order confirmation or tracking information, please contact us to find your order, it may take several weeks to locate a missing order. We will do our utmost to provide the best service for our clients. However, should it be lost in transit, you will be issued a full refund after investigation.​

Will there be additional duties or taxes payable on my purchase?​

The amount of Taxes and Duties varies depending on the value of the order and your shipping destination. The final amount will be calculated at the checkout.​

Please read this page​ to understand more about Taxes & Duties.

Returns & exchanges

What is the return policy?

We want every client to be pleased with their order. If for any reason you are not completely satisfied, you may return or exchange your purchase upon 30 days from delivery. Please ensure the orders returned are new and unused, with all labels, tags and the original packaging intact. Orders returned that are incomplete, ruined, damaged, degraded, soiled or in any other condition that would reasonably suggest that they have been used or worn, will not be refunded or exchanged.

Can I exchange my item or gift?

To arrange an exchange, please click here to return your order.

How do I return an item or a gift?

You have 30 days upon receiving your order to return it. Should you like to return your order, please follow the following steps:​

- Click​ here to start your order return procedure
- Upon completion via the online portal, you will receive a prepaid DHL shipping label via your registered email.​
- Gently pack your order unused, with all labels, tags and the original packaging intact inside a box and seal it securely. Apply the shipping label securely outside the box.
​ - You may drop it off any DHL Servicepoint or arrange for a pick up.​

Please click ​here for more information on Returns and Refunds.

How long does it take for a refund to be issued?

Once your order is received in good order at our warehouse, please allow up to 7 business days to receive your refund. Should you not receive any updates after 21 business days, please contact us​.
For more information on Returns and Refunds, please click here​.

Can I return an item I bought online to MOYNAT Boutique?

Unfortunately, at this time we cannot accept returns for online orders in our boutiques.

I have received my items, but it does not match my order/damaged, what should I do?

We are very sorry that your order did not arrive to expectations.
Please return your order here.

We would ask you to attach the pictures of the outer/inner packaging and the order.​

Can I cancel my order or an item from my order?

Unfortunately we are unable to amend the order is made. Should you you wish to cancel your order, please refer to this page.

I did not receive my refund. What should I do?​

Returned Items​


Please note that returned orders can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:​
1. Shipping time to arrive back to our warehouse​
2. Processing and inspection for refund approval​
3. Authorization to finance department to issue refund​
4. It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.​
Should your refund not be processed within the 21 business days, please contact us​​ so that we can investigate further.


Canceled Orders​


For orders made by credit card, we only charge upon shipment of your order. ​
If you see a charge on your credit card for a canceled order, it is likely to be only a pre-authorization and not a payment. This will be automatically canceled by your payment provider.​
If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account.​


Credit Card Refunds​


Please allow up to 7 business days for the funds to credit back to your payment method.​


PayPal Refunds​


These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact us.

My account

How do I create an account on MOYNAT.com?

If you would like to register an account, you can go to the 'Sign In/Register' section and follow the steps to 'Create an Account' and be the first to received updates from the house.

What should I do if I've forgotten my password?

Click 'Forgotten Password' and follow the steps to reset your password. If you require further assistance, please contact our Client Service Team.

Is my personal information kept private?

We take the security of our client data and information very seriously. We have outlined our full overview on client data in our Privacy Policy.

How can I change/update my details?

To update your details, log into your account under 'Sign In/Register'.

Do I need to create a MOYNAT account to place an order?

You are able to shop on MOYNAT.com without creating an account. However, we recommend you register with us for better shopping experience and to keep track your orders and purchase history.

Need help?

For all online enquiries related your order, delivery, shipping, returns and refunds, taxes and duties, please refer to our dedicated service Global–E portal here

For product and brand enquiries, please contact us here

If you would like to visit our boutiques, you will find our boutiques here

Product Care

Moynat bags and accessories are handcrafted with the finest materials and require daily care. To preserve the beauty of your leather products over time, we recommend you to follow the care recommendations to ensure the impeccable condition and extended lifetime of your Moynat bags and accessories.

How to care for Moynat leathers bags?

Each type of leather is expertly selected to age beautifully with wear. Over time, the leather may acquire a natural patina, and this characteristic is a sign of the finest level of quality.

To preserve the beauty and quality of your Moynat bag, Moynat Paris recommends that you handle it with special care. When not in use, lightly fill the bag with tissue paper, close all zips and fasteners, and store it in its dust bag in a cool, dark and dry place.

To protect your bag’s outer leather and inner lining, avoid contact with creams, antibacterial gels, make-up, perfumes and inks. If it comes in contact with water or rain, pat it dry with a clean, soft cloth.

To retain the original shape of your bag, refrain from overloading it with heavy and unsuitable items. Avoid exposure to direct sunlight and strong heat for prolonged periods.

For special leather care such as Natural Calfskin, Box Calfskin, Satin Calfskin and more, please see specific care instructions.

How to care for Box Calfskin?

Box Calfskin is a highly refined leather with a liégé grain; a combination of the finest quality of material and finish. Over time, it will acquire a beautiful and unique patina, resulting in a glossy appearance. This leather can be easily scratched, so avoid abrasive surfaces.

To preserve the beauty and quality of your Moynat bag, Moynat Paris recommends that you handle it with special care. When not in use, lightly fill the bag with tissue paper, close all zips and fasteners, and store it in its dust bag in a cool, dark and dry place.

To retain the original shape of your bag, refrain from overloading it with heavy and unsuitable items. Avoid exposure to direct sunlight and strong heat for prolonged periods.

How to care for Natural Calfskin?

Natural Calfskin is an exceptional, high-quality leather and natural markings are inherent to this type of leather. Over time, it will acquire a beautiful and unique patina, resulting in a slightly darker, silky-soft appearance. This patina is a sign of its superior quality.

To preserve the beauty and quality of your Moynat bag, Moynat Paris recommends that you handle it with special care. When not in use, lightly fill the bag with tissue paper, close all zips and fasteners, and store it in its dust bag in a cool, dark and dry place.

To protect your bag’s outer leather and inner lining, avoid contact with creams, antibacterial gels, make-up, perfumes and inks. If it comes in contact with water or rain, pat it dry with a clean, soft cloth.

To retain the original shape of your bag, refrain from overloading it with heavy and unsuitable items. Natural Calfskin is delicate and sensitive, so avoid exposing it to direct sunlight and strong heat for prolonged periods. Keep your bag away from abrasive surfaces to prevent scratches.

How to care for Satin Calfskin?

Satin Calfskin is an exceptionally rare, full-grain leather. It is naturally elegant with a glossy appearance and a smooth, supple touch. Over time, the leather will acquire a subtle patina, and this characteristic is a sign of the finest level of quality.

To preserve the beauty and quality of your Moynat bag, Moynat Paris recommends that you handle it with special care. When not in use, lightly fill the bag with tissue paper, close all zips and fasteners, and store it in its dust bag in a cool, dark and dry place.

To protect your bag’s outer leather and inner lining, avoid contact with creams, antibacterial gels, make-up, perfumes and inks. If it comes in contact with water or rain, pat it dry with a clean, soft cloth.

To retain the original shape of your bag, refrain from overloading it with heavy and unsuitable items. Avoid exposure to direct sunlight and strong heat for prolonged periods.

How to care for Canvas 1920?

To preserve the beauty and quality of your Moynat canvas bag or accessory, Moynat Paris recommends that you handle it with special care. After each use, store it in its dust bag in a cool, dark and dry place. When storing, refrain from folding it.

To clean the fabric, dampen a soft cloth in water mixed with natural soap and carefully wipe it, keeping away from all leather trims. Do not machine wash.

To protect the canvas and lining, avoid contact with creams, antibacterial gels, make-up, perfumes and inks. This fabric should not be exposed to direct sunlight and strong heat for prolonged periods.

How to care for Rêve Calfskin?

Rêve Calfskin is delicate satin leather with a smooth grain. It is supple to touch with a subtle gloss appearance. Over time, it will acquire a subtle patina, and this characteristic is a sign of the finest level of quality. This leather surface can be delicate, so avoid abrasive surfaces.

To preserve the beauty and quality of your Moynat bag, Moynat Paris that you handle it with special care. When not in use, lightly fill the bag with tissue paper, close all zips and fasteners, and store it in its dust bag in a cool, dark and dry place.

To protect your bag’s outer leather and inner lining, avoid contact with creams, antibacterial gels, make-up, perfumes and inks. If it comes in contact with water or rain, pat it dry with a clean, soft cloth.

To retain the original shape of your bag, refrain from overloading it with heavy and unsuitable items. Avoid exposure to direct sunlight and strong heat for prolonged periods.

How to care for Merinos Sheepskin?

The Merinos sheepskin is a natural resistant material.

To preserve the beauty and quality of your Moynat bag, Moynat Paris recommends that you handle it with special care. When not in use, lightly fill the bag with tissue paper, close all zips and fasteners, and store it in its dust bag in a cool, dark and dry place.

In case of contact with rain, dry the wool by gently patting the fur with a soft, dry cloth.

Avoid prolonged exposure to the sun.

How to care for Accessories and Small Leather Goods?

In order to preserve the beauty and quality of your Moynat products, Moynat Paris recommends that when you are not using them, they should be stored in a dry place away from light and at a medium temperature.

To clean your textile accessories, use a soft cloth, lightly soaked in soapy water (natural soap), carefully avoiding the leather parts. Do not machine wash.

To clean your canvas accessories and canvas small leather goods, use a soft cloth, lightly soaked in soapy water (natural soap), carefully avoiding the leather parts. Do not machine wash.

To clean your leather accessories and small leather goods, in case of contact with water or rain, wipe the bag with a soft cloth.

Avoid contact with creams, antibacterial gel, make-up, perfume and inks which can leave irreversible marks on the fabric and textile lining.

Do not leave your article in direct and prolonged contact with the sun and strong heat.

Where can I get more information about Product Care?

For further assistance, please contact our Client Service team via the contact form or visit us in store.