Refund policy

WITHDRAWAL, EXCHANGE AND RETURNS POLICY

Customers in the European Union have 14 calendar days, from the date of receipt of their order, to cancel their purchase made at MHOSS.

If you wish to exercise your right of withdrawal or return, you must notify us, within 14 calendar days, by e-mail, which you must send to hola@mhoss.es; you may also use the link provided below, "SEND A REQUEST FOR…", which will take you directly to the contact page to send us a message or, if it is easier for you, you may use the "Returns Button" in your customer account (account.mhoss.es) within your order. If you do not notify us and decide to send the garment back without informing us, please make sure that it reaches us in store — that is, that we receive it in store — within the 14-calendar-day period for exercising your right of return. If it reaches us outside that period, we will not accept the return and will send it back to the address you gave us on the first order, with the cost generated by the new delivery to your address being borne by you.

SEND A WITHDRAWAL, EXCHANGE OR RETURN REQUEST

MHOSS reserves the right to reject returns notified and/or sent outside the set period, or garments that are not in the same condition in which they were received; we therefore recommend that you examine the product as soon as you receive it and notify us of any defect you may observe.

For costume jewellery and accessories, no returns will be accepted once the wrapping protecting the product has been opened. For reasons of hygiene, returns of earrings are not accepted. Likewise, returns of eveningwear are not accepted; these must be notified by means of the appropriate letter of withdrawal.

Place the item(s) to be returned in a box/bag/parcel similar to the original one you received. Remember, it is very important that all items are in perfect condition, keep their corresponding tag and are placed inside the box or a securely sealed envelope. If the item to be returned is not in perfect condition and with its tags, the return will not be processed.

The direct costs of return shipping shall be borne by the customer.

You may send the purchase in respect of which you are exercising your right of withdrawal to:

MHOSS
Vanesa Sánchez Rodríguez
Calle Fruela, 2
Post code 33007 Oviedo – Principality of Asturias (Spain).
hola@mhoss.es – +34 695 611 671

Once we have received and examined the product, we will proceed with your refund; and please remember:

A return period of 14 calendar days from the day of delivery of the purchase.
Whether you are a registered user or made the purchase as a guest, use e-mail and send it to us at hola@mhoss.es

FREQUENTLY ASKED QUESTIONS

WHAT IS THE PERIOD FOR MAKING A RETURN?

The period for any return is 14 calendar days from the date of receipt of the parcel.

CAN I MAKE AN EXCHANGE?

If you wish to exchange an item for a different size or colour, provided we have it available in stock, you must request the return by informing us that it is for a change of size or colour and then place a new order. In this case, the cost of returning the size you do not want and the cost of sending the new size will be borne by MHOSS.

CAN I MAKE A RETURN IN STORE IF I BOUGHT THE PRODUCT ONLINE?

Of course you can. If you have made an online purchase and it is easy for you to come in person to our store at Calle Fruela, 2, in Oviedo, you can, without any doubt, make your exchange or return this way.

HAVE YOU RECEIVED MY RETURN?

Your parcel will normally take 2–7 days to reach us. This will depend on the carrier and/or the service chosen to send the garment to us.

At MHOSS we strive to give you the best possible service, and we confirm the returns that reach us within 1–2 working days of receipt.

Once your return has been confirmed, if everything is correct, we will contact you or you will receive an e-mail informing you that your refund has been processed. Any shipping costs incurred on the purchase, where applicable, are not refunded.

In the unlikely event that you do not receive this confirmation within 10 days, please contact us and we will be happy to help you.

WHEN AND HOW WILL I RECEIVE THE AMOUNT OF MY RETURN?

After the return is approved (items must be in perfect condition and have ALL their original tags), you will receive a confirmation e-mail informing you of the refund of the amount paid for the item(s).

As a general rule, the refund is made using the same payment method you used to place your order; please remember that the time it takes for the credit to appear on your credit card statement always depends on your bank. Your bank may take up to 30 days to show that credit.

If you used store credit to pay for your order, the refund will be issued as store credit.

MY RETURN HAS BEEN PROCESSED, BUT I HAVE NOT BEEN REFUNDED THE SHIPPING COST

Shipping costs are not refunded, except in cases falling under the Distance Selling rules or those in which the entire order was defective.

I HAVE RECEIVED THE REFUND, BUT THE AMOUNT IS INCORRECT

We are very sorry that an error has been made with your return. Please contact us by writing an e-mail to hola@mhoss.es, and we will try to resolve the error as soon as possible.

Please note that shipping costs are not refunded, except in cases falling under the Distance Selling rules or those in which the entire order was defective.

IMPORTANT INFORMATION

All items are carefully checked before being dispatched. If you receive any item that is not in perfect condition, please notify us immediately.
Include all the items you wish to return in a single shipment to ensure that we process your return as soon as possible.
All items must be returned in appropriate packaging to ensure they do not suffer any damage or deterioration in transit. Shoe boxes must also be protected, as they are part of the product. Your return cannot be accepted if this box is damaged.
When sending us the parcel yourself, please bear in mind that MHOSS is not responsible for your order until it reaches our warehouse. We recommend that you use a secure, trackable shipping method, and always within the return period.

MHOSS reserves the right to reject returns notified and/or sent outside the set period, or garments that are not in the same condition in which they were received.