FAQ & Help

All orders are currently processed via Amazon.

You can access our products by following the purchase link available on the various pages of our site.

By completing your order on Amazon, you benefit from the quality of MOOVMOOV products and Amazon's fast logistics.

We have chosen Amazon's logistics service to ensure:

• a secure payment
• fast delivery
• simple tracking of your package.

By following the purchase links of our products to Amazon, you access the quality of MOOVMOOV products while benefiting from Amazon's logistics service:

• secure payment
• fast international delivery

If you encounter any difficulties before or after your order with the Amazon service, you can always contact us to find the best solution.

Are you a tyre or mobility professional (repair shop, DIY store, or even a mobility operator) and would you like to access our professional rates?

Email us at hello@moovmoov.com with the subject: "B2B - Your Company's Name"

Please include your company details in your email (Name, VAT number, registered office) along with some additional information regarding your request.

As the payment process is managed by Amazon's financial services, you can finalise your order with:
• Debit and credit cards
• Direct debit
• Gift cards

For businesses, you can also benefit from deferred payment depending on the options available on your Amazon Business account.

To track your parcel sent by Amazon:

1. Go to the "Your Orders" section of your Amazon account.
2. Find the MOOVMOOV product you want to track.
3. Click on "Track Package" next to the relevant order.

If you still haven't received any information about your parcel after a few days, you can contact us via our contact page.

Explain your issue to us as well as the information received from Amazon. Don't forget to mention your order number so that we can identify you and resolve your issue quickly.

To track your B2B professional parcel:

All our professional orders are accompanied by a confirmation email containing a tracking link from the carrier responsible for delivering your tyres and inner tubes.

Our MoovMoov tyres and inner tubes are available for purchase on the various Amazon marketplaces.

In certain specific geographical areas, taxes or customs fees may apply. Please refer to Amazon's delivery policies for more information.

We advise you to use the Amazon site corresponding to your delivery location to minimise shipping costs.

Our products are available for sale on the following platforms:

• France > amazon.fr
• Germany > amazon.de
• Italy > amazon.it
• Belgium > amazon.com.be

Delivery times are calculated based on your delivery location as well as the location of the stock closest to you.

You will receive an estimate on the product page and a more precise confirmation upon finalising your order.

For Prime customers, 24 to 48-hour delivery is generally available for the majority of our products.

For purchases made via Amazon:

You can obtain your invoice directly from your Amazon customer account:

1. Go to "Orders"
2. Select your order
3. Click on "Invoice"

Your invoice is generated at the time of your package's shipment.

If it is not available within 24 hours of dispatch, you can contact us by email at hello@moovmoov.com with the subject: “INVOICE AMZ - Amazon Order Number”

For purchases made directly:

Your invoice should have been emailed to you. Remember to check your "Spam" folder.

If you cannot find your invoice, contact us by email at hello@moovmoov.com with the subject: “INVOICE - Order Number”

If you no longer know your order number, please provide us with as much information as possible so that we can quickly locate it (Name, order date, amount, etc.).

Invoices are automatically generated by Amazon when your parcel is dispatched using the information registered in your account at the time of placing your order.

To modify your invoice information:
1) Update your information in your business customer account.
2) Contact Amazon to correct your invoice information.

This process may take a few days and is not automatically validated as it involves many tax factors, particularly for VAT calculation.

For individual customers:
The displayed prices include VAT.
The VAT rate is based on your delivery country's rate.

For business customers:
The applicable VAT rate is calculated during your order. It depends on the information recorded in your Amazon customer account (registered office, valid intra-community VAT number, etc.).

It also depends on the location of our stock at the time of your order.
If your order is processed from the stock present in your country, local VAT will be applied and you will receive an invoice to recover the VAT.
If your order is processed from another country, intra-community VAT will be applied.

Your satisfaction is our priority.
If you wish to return a product that does not meet your expectations, is damaged, or if your order is incomplete, please contact us via our Contact page.

Please remember to provide the following information:
- Your order number
- The reason for the return (optional, but helpful for improving our services).

Upon approval of your request, you will receive instructions on how to return the product.

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Return Conditions

1. Return Period
   You have a period of 30 calendar days from the date of receipt of your order to make a return request.
2. Eligible Products
   Products must be returned in their original condition:
   - Unused, unassembled, and in perfect condition.
   - In their original packaging intact.
   - Accompanied by all accessories, instructions, and other elements included at the time of delivery.
3. Exclusions
   - Custom or bespoke products cannot be returned unless defective or non-compliant.
   - Products damaged due to incorrect use or mishandling are not eligible for return.

After receiving and inspecting the product, we will inform you of the acceptance or refusal of your return.

If your return is approved, the refund will be processed within 14 working days to the payment method used at the time of purchase.

In case of non-conformity, a notification will be sent to you with a proposal for an alternative solution.

We are at your disposal to assist you and answer your questions. Discover all the ways to contact us on our Contact page.