Everything you need to know before and after you order. If your question is not answered here, email us at support@moundimarket.com and we will help.
Delivery
Where do you deliver?
We deliver to France, Austria, Belgium, Germany, Italy, the Netherlands, Poland, Portugal, Spain, Sweden, the United Kingdom and the United States. A few products are restricted to a single country, and where that applies it is stated on the product page.
If your country is not on the list, email us at support@moundimarket.com before ordering. We can often confirm whether delivery is possible and tell you the shipping charge in writing first.
How much does delivery cost?
It depends on what you are buying.
- Bags, backpacks, handbags, totes, crossbody bags and toiletry kits are delivered free of charge, with tracking, to every destination listed above. There is no minimum spend.
- Suitcases, trolleys and multi-piece luggage sets are too large to send as an ordinary parcel, so a delivery charge applies. The amount depends on the size of the item, your destination, how many you order and, in the United States, which service you choose.
Either way, you see the exact amount at checkout before you pay, once you have entered your delivery address. Nothing is added afterwards.
How long does delivery take?
Orders are normally processed within 1–3 business days. After dispatch, the standard service takes around 8–15 days to all our destinations. In the United States, some larger items also offer an economy service of 25–30 days at a lower cost, and you can choose between them at checkout.
Your total wait is the processing time plus the transit time. These are estimates rather than guaranteed dates, and customs, holidays and carrier delays can occasionally affect them.
Will I pay customs duties or import taxes?
For destinations and products delivered on a duties-paid basis, customs duties and import taxes are included in the shipping arrangement and should not be collected from you on delivery. If a carrier or customs authority unexpectedly asks you to pay a charge on a duties-paid order, please contact us before paying if you reasonably can, so we can look into it.
Can I track my order?
Yes. You will get a confirmation email when you order, and tracking information once your order is dispatched. Tracking can take around 2–5 business days after dispatch to start showing movement, so do not worry if it is quiet at first.
Contact us if tracking has not updated for a long time, if the latest estimated delivery date has passed, or if tracking says delivered but nothing has arrived.
Why did my order arrive in more than one parcel?
Items in the same order are sometimes stored in different warehouses, so an order can be split into two or more parcels with separate tracking numbers, arriving on different days. You are never charged extra delivery because we split an order after checkout.
Choosing the right size
How do I know which suitcase size to pick?
Every luggage listing includes a size guide with measurements, and a plain-language note about the kind of trip each size suits, from a couple of days up to two weeks or more. Please read the measurements rather than going by the inch label alone, because cases of the same nominal size can be shaped differently.
Can I take it in the cabin?
Sometimes, but never assume. An inch label is not a guarantee of cabin acceptance, and several of our cases are intended for check-in only. Cabin limits vary by airline and route, so compare the measurements on the product page with your airline’s current limits before you order. Where a size is check-in only, we say so on the listing.
Will my pet fit in the pet carrier?
Measure your pet from nose to the base of the tail, and from the floor to the top of the head while standing, then compare with the carrier dimensions on the product page. Your pet should be able to stand, turn around and lie down without pressing against the sides. If either measurement is close to the carrier size, choose something larger.
Returns and refunds
Can I return something?
Yes. You have 30 days from receiving your order to request a return. The item needs to be unused, in its original packaging with any tags attached, and you will need your order number.
Email support@moundimarket.com to start a return and we will send you a return authorisation and the return address. Please do not send anything back to the address printed on the parcel, as it is not our returns address.
I am in the EU. Do I have longer to change my mind?
You have a separate legal right to withdraw from your purchase within 14 days of receiving the goods, for any reason, without giving a justification. Just email us a clear statement of your decision, or use the model withdrawal form in our refund policy. You do not need our approval, and the condition requirements above do not limit this right. Where you paid a delivery charge, we refund the standard delivery cost along with the price of the goods.
Who pays for return postage?
If you simply change your mind, you pay to send the item back. For suitcases and other oversized items this can be expensive, so please contact us first and we will tell you the likely cost before you commit. If the item is faulty, damaged, incorrect or not as described, we cover the return.
How quickly will I get my refund?
For ordinary 30-day returns, within 5 business days of us accepting the return. For EU withdrawals, no later than 14 days after you tell us you are withdrawing. Refunds go back to your original payment method. Your bank or card provider may take a few extra days to show it.
My item arrived damaged or is the wrong product. What now?
Contact us as soon as you can at support@moundimarket.com with your order number, a description of the problem, and photos of the item, the packaging and the shipping label. That helps us sort it out quickly. Please wait for our instructions before returning anything.
Orders and contact
Can I change or cancel my order?
Contact us as soon as possible and we will do what we can, but once an order has started processing or has been dispatched we cannot guarantee changes. This does not affect your statutory cancellation or withdrawal rights.
I entered the wrong address. Can you fix it?
Email us immediately at support@moundimarket.com. We will try to update it, though changes cannot be guaranteed once an order is processing or dispatched. Where the law allows, extra delivery costs caused by an incorrect address may be charged before we reship.
How do I contact you?
Email support@moundimarket.com. Please include your order number if your question is about an existing order.
Full details are in our Shipping Policy and Return and Refund Policy.