Frequently Asked Questions
Shipping, delivery & payment
Who will be shipping my package?
We utilize different carriers—PostNL, DHL, or UPS—based on the destination to ensure the most suitable shipping for your order. Typically, UPS is our primary choice for shipments to the USA and UK, PostNL for The Netherlands and Austria, and DHL for most other EU countries.
We will provide you with a tracking number as soon as your package is packed and shipped. While you will receive the tracking number immediately, it may take some time before you can track your package. Once UPS/DHL has processed your package, you will be able to see its status.
What is your delivery time?
Our goal is to ship your order within 1-5 business days after it has been placed, depending on stock availability. In general, NL orders are typically received 1-2 (business)days after you receive your tracking number.
What are your shipping costs?
The shipping costs within the Netherlands amount to €6.95 for 0-5kg orders and €12,95 for 5+kg orders.
The shipping costs for orders outside of the Netherlands amount to €9.95 for 0-5kg orders and €15,95 for 5+kg orders.
All our Board Racks per set qualify for 0-5kg delivery costs.
Example 1:
1 set of "The Trio'' (total of 4,5kg) amounts to 0-5kg shipping cost.
Example 2:
3 sets of ''The vert Single'' (total of 5,4kg) amounts to 5+kg shipping cost.
The weight of the item in question is stated in its description.
Do you offer express delivery?
At this time, we do not offer express delivery. We are a small team operating from a compact workshop, and there may be instances where we do not have a specific item readily available for immediate shipment. This could prevent us from meeting the requirements for express delivery. We hope to move to a larger workspace in the near future to establish a substantial inventory, allowing us to offer express delivery services to you. We appreciate your understanding and patience as we work toward this goal.
I provided the wrong address for my order. Can this still be changed?
Please get in touch with us as soon as possible. While we'll do our best to assist you with changing the address, please be aware that once the package has been handed over to the carrier, we won't have the ability to make any further address changes.
I forgot an item in my order
If you haven't received a tracking code yet, please contact us as soon as possible. We'll try our best to add your forgotten item to your order after total payment. This is not only convenient for you, saving on shipping costs, but also environmentally friendly by reducing CO2 emissions!
Which payment methods do you offer?
There are different ways you can pay with us. The payment methods we offer are:
- iDeal (only applies for customers from The Netherlands)
- Credit Card
- PayPal
- Apple Pay
- Google Pay
- Klarna
What about import duties and taxes?
Duties and taxes for international shipments (outside the EU) might be required upon arrival in the destination country. This differs across countries, so we advise you to be mindful of these possible expenses before making a purchase. In the event that duties and taxes are declined upon arrival in your destination country, the goods will be returned to us at the customer's expense. The customer will receive a refund for the value of the goods purchased, minus the return shipping costs. Please note that the initial shipping cost will not be refunded.
Returns & refunds
What are the return shipping costs?
You have the right to choose the carrier through which you wish to return your order. Given that each carrier imposes distinct return charges, we are unable to provide a definitive response to this question.
How do I return my item?
To return your order, please follow these steps:
- Package the Item: Carefully pack the item you wish to return in its original packaging. Include accompanying materials. Don't forget to add your order number to your package which can be found in your order confirmation e-mail.
- Attach Return Label: When we provide a return shipping label, attach it to the package. If not, use a reliable courier service of your choice.
- Shipping: Ship the package back to us. Retain the tracking number for your reference.
- Processing Refund: If the return is approved, we will process the refund to your original payment method within 7 business days. You will receive an email confirmation once the refund is processed.
Please note that we can only provide you with a return label if an error has occurred with the order on our end. If you have any questions or need assistance at any point during the return process, feel free to contact our customer service team.
Is it possible to exchange an item?
It is not possible to exchange an item. If you desire a different item, return your received order and place a new order.
What is the return policy
If you are not satisfied with a received product, you can return it within 14 days of receipt. Returns must be in an undamaged condition and in the original packaging. All labels and essential additions to the packaging must be included in the return.
Please contact us if a product shows manufacturing defects or if we have sent the wrong color/size. We will reimburse the shipping costs in the form of a refund. In all other cases, you will be responsible for the return shipping costs. You are responsible for the return shipment.
If applicable, a refund will be provided within 7 business days.
When do I qualify for warranty?
The warranty period begins on the date of purchase and extends for 12 months from that date.
This warranty covers manufacturing defects and failures arising from normal use. It includes but is not limited to defects in materials, hardware, and other components.
This warranty does not cover damages resulting from misuse, abuse, accidents, alterations, unauthorized repairs, neglect, improper care, or any other conditions not arising from defects in materials or workmanship. Additionally, wear and tear over time, cosmetic damages, and incidental or consequential damages are not covered under this warranty.
My order
I haven't received an order conformation
First, please check your spam folder. If you haven't received a confirmation email within 24 hours of placing your order, please contact us. Kindly provide the name, address, and email address you used when placing your order.
I have received the wrong item
Oops! To err is human. Please contact us as soon as possible, and we will arrange for a return label. Kindly provide your email address and order number to expedite the process. We apologize for any inconvenience!
I have received a defective item
Oh no! Please contact us as soon as possible, and we will arrange for a return label. Kindly provide your email address and order number to expedite the process. We apologize for any inconvenience!
Other questions
Why are some Board Racks finished with epoxy?
Our board racks are made from oak wood. Wood is a natural product and naturally contains cracks and knots. Having these cracks and knots enhances the wood's authenticity and character. While we aim to emphasize these features in our products, we also prioritize minimizing wood waste. However, to ensure consistent sturdiness for all board racks, we incorporate the natural characteristics with epoxy resin. The resin gives the board rack a rugged appearance.
If you have any doubts about the epoxy-coated Racks, please don't hesitate to reach out to us. We're happy to assist in finding a suitable rack for you. However, it's important to note that the wood we receive from our supplier varies each time.
I'd like to personalise my Board Rack. Is this possible?
At the moment, it is not possible to personalize your board rack. We hope to offer this option in the near future.
I don't have the drills/bits to install my Board Rack
I have a complaint
We're sorry to hear that you're not satisfied. Please reach out to us, and we will work towards finding a solution.
I lost my hardware
We try to think ahead as much as possible. Guess what? We also sell the screws separately! Click here for hardware.
I'm dying to know what others think of Mosi, where can I find reviews?
Besides our main website, we're also on Etsy where you can find our reviews, which we're very pleased with. If you've shopped with us and have feedback, please let us know through either this button or by e-mailing us to info@bymosi.com. We're dedicated to evolving for the better! Your feedback is valuable, whether you're as content as can be or have suggestions for improvement.