At Moulin Roty, we take pride in offering high-quality toys, plush animals, children’s clothing, and educational products that bring joy to children of all ages. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging
  • You must provide proof of purchase

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following items:

  • Bijtspeelgoed (Teething toys)
  • Knuffeldoekjes (Security blankets)
  • Any items that have been opened or used
  • Personalized or custom-made products

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Customer Service

Email our customer service team at [email protected] within 15 days of receiving your order. Please include the following information in your email (or use our template below):

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Moulin Roty Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number], placed on [Order Date]. Details of item(s) to be returned/exchanged: – Product Name: – Quantity: – Reason for return/exchange: I understand that I am responsible for return shipping costs unless the item arrived damaged or defective. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Approval and Instructions

Our team will respond within 2 business days with:

  • Authorization for your return/exchange
  • Return shipping address
  • Any special instructions

Step 3: Package and Ship Your Return

Please pack the item securely in its original packaging and include all accessories, tags, and documentation. We recommend using a trackable shipping service and purchasing insurance for valuable items.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return, we’ll notify you via email about the status of your refund or the processing of your exchange.

Refund Information

Refunds will be processed within 5-7 business days after we receive your return. The refund will be issued to your original payment method:

  • Credit/Debit Card (Visa, MasterCard, JCB): 5-7 business days to appear on your statement
  • PayPal: 3-5 business days to appear in your account

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

If you need a different size, color, or product, we recommend returning the original item for a refund and placing a new order to ensure you receive your desired item as quickly as possible.

Damaged or Defective Items

If your item arrived damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund at no additional cost to you.

International Returns

For customers outside the Netherlands returning items:

  • You are responsible for return shipping costs
  • Please mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund original customs duties or import taxes

Questions?

Our friendly customer service team is happy to help with any questions about returns or exchanges. Contact us at:

Moulin Roty
315 Potgieterlaan
Bussum, NL 1401AS
Email: [email protected]

We appreciate your trust in Moulin Roty and strive to make every shopping experience delightful for you and your little ones.