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FAQ - questions and answers

AN ORDER

You can cancel your order. If you have any cancellations or changes to your order, please feel free to contact our customer service at service@mosafil.com or by phone at +49 40 79 75 08 920.

Gladly! Mosaic patterns are delivered in a size of approx. 10x10 cm, tile patterns are cut from the desired tile and have a size of max. 30x60 cm and cannot be exchanged or returned.

Since we are a purely online retailer, you are welcome to order our items online at www.mosafil.com.

PAYMENTS & PRICES

You can pay at Mosafil with the following payment methods: • By immediate • By PayPal • By advance payment • By invoice • By credit card

For Ireland: Yes, all prices quoted include VAT. For United Kingdom: No, all prices quoted are exclusive of VAT.

No, the prices do not include shipping and delivery costs including VAT. The shipping costs are calculated based on the weight and your zip code. The shipping costs are automatically calculated and shown in the shopping cart.

Please contact our customer service at service@mosafil.com. Send us your order number or order number so that we can send you the missing invoice.

SHIPPING

We currently only send our packages with DHL or DPD. If the total weight of the order is too heavy, it will be shipped with the shipping company Kühne & Nagel and Hellmann. We always strive to offer our customers the best shipping options and carefully select our partners to ensure fast and reliable delivery. The delivery takes place with a lifting platform “free from the curb”. Please ensure there is clear access and a solid surface so that you can place the pallets accordingly.

Yes, you can provide a separate shipping address that is different from the billing address.

Our Mosafil team always strives to process your order as quickly as possible. Since our items have different delivery times, you can find these on our product page. This is constantly updated.

Once we have shipped your order, you will receive an email with the tracking number to track your order.

No, unfortunately we do not offer express shipping.

CLAIM

Please check your order carefully once it arrives. If your order was damaged in transit, please report the damage to us on the same day. Please send us pictures of the damage by email to service@mosafil.com. We will contact you as soon as possible and take the necessary steps for an exchange or refund.

We apologize for the inconvenience. Please contact our customer service at service@mosafil.com and also send us pictures of the incorrect item. We will contact you as soon as possible and take the necessary steps for an exchange or refund.

If you return your order, you must organize it yourself and bear the costs for the parcel service or shipping company yourself. No return shipping costs are charged for orders from Marketplace. Further information can be found in our cancellation conditions.

Once we have received the shipment and inspected the items, we will refund you the appropriate payment amount. Depending on the postal delivery time and method of payment, the credit should be made to your account within 14 working days of receipt of the shipment. For the refund we use the same payment method that was used in the original transaction. Further information can be found in our cancellation conditions.

CUSTOMER ACCOUNT

You can register at any time, free of charge and without obligation, on www.mosafil.com under My Account. Registration brings many advantages, such as: • Fast shopping • Save your data and settings. • Order overview and shipping information • Manage your newsletter subscription After registering, you will receive a confirmation email from us and can then log into your account at any time.

You can change your personal information at any time. To do this, you must log in to your customer account. You can change your data under “Personal data”.

That's no problem! You can request a new password at any time. Under "My Account," click "I forgot my password." (Link) and then enter your email address. You will then receive an email with a link that you can use to reset your password. In the email, click Reset Password and then enter a new password. After you have assigned a new password, you can log in normally again.

If you would like to delete your customer account, simply contact our customer service from Monday to Friday from 9 a.m. to 5 p.m. by telephone on +49 40 797 50 89 20 or send us an email to service@mosafil.com . We're here to help.

CUSTOMER SERVICE

If you no longer wish to receive our newsletter, you can unsubscribe at any time. To do this, simply click on the unsubscribe link that you will find at the end of every newsletter.

Contact our customer service: Monday to Friday from 9 a.m. to 5 p.m. or by phone on Tel: +49 40 797 50 89 20 or send us an email to service@mosafil.com. We're here to help.