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 Client Service Team?

If you have any questions which are not currently answered on our site, please contact our Client Service Team either by using our enquiry forms, or by telephone.

Payment options

Which payment methods do you accept?

For online: We accept Visa, Mastercard, American Express

For Telephone orders: We accept bank transfers and link payments. We do not take payments by credit cards over the telephone.

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.

Which currency can I use to place my order?

We currently offer payments to be made in Euro.

Delivery & shipping

What delivery services does MOYNAT offer?

We offer complimentary standard UPS shipping within the EU. Express UPS shipping is also available at a charge.

How much does delivery cost?

For complimentary standard UPS shipping is complimentary.

For express UPS shipping within the EU, the price will be shown at checkout.

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

For complimentary standard UPS shipping within the EU can take around 2 - 5 working days from time of despatch.

For express UPS shipping within the EU can take around 1 - 3 working days from time of despatch.

What countries does MOYNAT ship to?

MOYNAT offers complimentary EU shipping and returns to most jurisdictions. Please note, there are some countries we cannot ship to. Here is the list of shipping countries in EU: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden hereinafter "the Territory". More details in General Terms & Conditions. For distant sales outside these countries/regions, please contact us via the contact form page.

Can it be delivered to work?

Yes, we are able to deliver to all addresses that are most convenient to you except PO Boxes. To do this, you need to ensure that during checkout you enter the correct address for shipping which may be different to your billing address.

Does MOYNAT deliver to PO Boxes?

We are currently unable to ship to PO Boxes.

Can I collect my order instead?

Unfortunately, online orders cannot be collected from our retail stores. 

Can I amend my delivery address once the order has been placed?

Once your order has been placed, you cannot change the delivery address. However, should you need to do this, you can call our Client Service Team who will be able to assist further.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your airway bill number (AWB) and a link to the tracking portal for the courier service being used for your shipment.

I did not receive an email, how can I track my package?

If you have not received a dispatch confirmation e-mail, please contact our Client Service Team and they will be able to provide you with further information.

My order shows delivered and I did not receive my package. What should I do?

We take matters like these very seriously. If your package shows delivered and you have not received your order, please contact our Client Service Team who will assist you further and raise an internal investigation.

Will my parcel be insured, and will I have to sign for it?

Your online order is insured by MOYNAT during the time it is in transit and until it is delivered to your chosen delivery address. For security reasons, all purchases made on MOYNAT.com require a signature for delivery and this is when the responsibility of the goods is passed to the consignee.

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

The listed EU pricing for all EU orders delivered to EU countries are inclusive of duties and taxes.

Returns & exchanges

What is the return policy?

We want every client to be pleased with their purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase within 14 days of delivery. Please ensure that the items you are returning are new and unused, with all labels, tags and the original packaging intact. Items returned or returned 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?

If the item you originally ordered does not meet your expectations and you would like to exchange the item for another, we are happy to assist you with an exchange. Exchanges are subject to the availability of the alternative piece and adhere to our returns policy. Should the item be of higher value, then we will arrange to take payment for any excess. Similarly, if the item you want to exchange is of lower value to the original piece, then we will issue a refund for the differing value. In order to arrange an exchange please contact our Client Service Team to arrange for an exchange.

How do I return an item or a gift?

Pack the items you wish to return in their original packaging. Items must be returned unused in their original condition ( dust bag, labels, stickers intact with the item) 

Attach the pre-printed UPS return label provided with your order to the package. If you are reusing packaging, please be sure to remove or cover the labels from previous shipments. 

Organise with UPS locally for a drop off or a complimentary return: 

- Drop off the package at a UPS collection point: https://www.ups.com/dropoff/

- Organize the pick-up at your home via the UPS Website:  https://wwwapps.ups.com/pickup/schedule 

- Please indicate the tracking number on your UPS label when requested in order to ensure a complimentary pick-up. 

For any questions regarding your returns, please contact our Client Services on +33 6 37 10 32 64 (Monday to Saturday 10 a.m. - 5 p.m.) or e-mail us at onlinesales@moynat.com

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

As soon as we receive your return, and it is accepted, you will receive a confirmation email and we will process your refund request. The refund will be processed to the same payment method used during your initial transaction and will take up to 5 business days to reach your bank account.

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?

If your order has arrived different from what you have ordered or damaged, please contact our Client Service Team who will assist you with your enquiry.

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

We are unfortunately unable to modify an order once processed. If you wish to cancel your order, please get in touch with our Client Service Team as soon as possible.

My order was cancelled, so why do I still see a charge?

When an order is cancelled you may have a pending authorisation which is not an actual charge. Depending on the bank, it can take up to 5 business days for the authorisation to be removed.

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?

We are available should you have any queries or if we can be of further assistance, please do not hesitate to contact us using any means preferable to you from the options below. Our Client Service Specialists will be delighted to assist you with your enquiries.

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 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.