FAQ

If you have any question or need help,
you can contact us to assist you.

  • Payment Options

    • What payment methods can I use?

      You can use Credit Card, Visa, MasterCard, American Express, Maestro, iDeal, Paypal or Apple Pay

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  • Shipping and Return Options

    • What is your Return Policy?

      If your ordered item does not meet your expectations, you have the option to return your order within 30 days of delivery.

      Returning your order is at your own costs, and the item must be in its original condition and packaging to be accepted.

      Returning your order at our brandstore is always free of charge!

      There are a few items that can’t be returned:

      • Clearance items
      • Gift cards
      • Made To Order items
      • Items marked “Non-Returnable” on the sale page
      • Items you have already assembled

      However, if your item is damaged or broken, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.

      Please get in touch with our Customer Care team to discuss your return. They are happy to provide you with all the necessary details to complete your return. You can contact us on +1 646 396 0455 or ny@moooi.com.

       

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    • How much does shipping cost?

      We offer Free Shipping on all orders over $ 100, with exceptions of Alaska, Hawaii, Puerto Rico and the U.S. Virgin Islands.

      Orders that do not meet the $100 threshold are charged a $10 flat rate shipping fee.

      Pick Up at our Brandstore is always free of charge.

      If you live In Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands additional shipping fees may apply. Please contact us on +1 646 396 0455 or ny@moooi.com.

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  • Technical Support

    • Where can I find more product details?

      More product details are available from the widget on product’s page. These include, for example, technical specification, drawings, installation manuals and images.

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    • What is my warranty?

      Your warranty is 1 year. However, you can extend this by registering your product using The Button. For more details about The Button, please click here.

      You can download Moooi App from App Store or Google Play.

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    • What is The Button?

      The Button is Moooi’s secret agent that proves product’s authenticity. You can find it supplied with all products. Tap it with your phone to register your product via Moooi app thus extending warranty.

      Please note, some older versions of smartphones will not be compatible with The Button as they do not have NFC tag reader.

      For more details, please click here.

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    • Do you supply light bulbs?

      All designs using integrated LEDs are fitted with the light source.

      Moooi does not provide standard bulbs. However, Random light II is an exception as it comes with LED screw-on bulb.

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    • What is an integrated LED?

      Integrated LEDs are built into the fixture itself. Whether these are replaceable or not will depend on the design of each light. You can change LEDs with some of our lighting designs. Please check in the product detail widget. However, these are always custom made and only available through Moooi.

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    • Can I change LEDs?

      Our LED lights use integrated LEDs. Whether these are replaceable or not will depend on the design of each light. You can change LEDs with some of our lighting designs. Please check in the product detail widget. However, these are always custom made and only available through Moooi.

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    • How long do LEDs last?

      Lifespan of LEDs depends on the product. You can find this information in the product page widget.

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    • What colour are your LEDs?

      LED colour will depend on the product in question. Please check the information in the product detail page widget.

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    • What is the comparison between incandescent and LED bulbs?

      LED light brightness is always expressed in Lumens. In order to calculate approximate comparison value to the incandescent bulbs, please refer to the table below.

      100-150 lumen….. approx 15 watt

      200-300 lumen….. approx 25 watt

      400-500 lumen….. approx 40 watt

      500-800 lumen….. approx 60 watt

      700-1000 lumen….. approx 75 watt

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    • Are your lights dimmable?

      Most of our lights are dimmable. For the ones that are fitted with LEDs, dimming driver specification can be found in the product detail page widget. However, for the lights that use standard bulbs, dimming function will depend on bulbs used.

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    • Which dimmer can I use with my Moooi light?

      Due to the large variety of available dimmers on the market worldwide, Moooi is unable to test each individual brand/ model.

      For the lights using integrated LEDs, driver specification is in the product page widget. We therefore suggest you speak to your electrician to advise a compatible dimmer unit.

      For the lights that are not provided with bulbs, please refer to the specification of the bulb purchased.

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    • Are your lights DALI compatible?

      To check if our lights are compatible with DALI systems, please refer to the product page widget.

      All lights that require standard bulbs will depend on the bulb purchased.

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    • What is IP rating of Moooi luminaries?

      IP rating (Ingress Protection Marking) of Moooi lighting fixtures is IP20. This means the product is touchproof and resistant to dust or objects that are over 12mm in size.  It should be installed in dry locations only.

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    • Do your lights come supplied with different plug options?

      To see the specification of the plug used, please refer to the product page widget.

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    • Do you do bespoke sizes or finishes?

      Apart from the upholstery, which is made-to-order and can use customer-own fabric options, we do not produce custom products. However, if you are a trade client requiring a large quantity for a project, please contact us at sales@moooi.com

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    • Where can I see combination options for modular pieces of furniture and upholstery?

      All our modular pieces of furniture as well as upholstered designs have a configurator built in. We invite you to play with it and get creative!

      The link to the configurator is in the product page widget.

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    • What are the wood finishes you offer?

      Wood finishes will vary depending on the product. Please refer to the product page widget.

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    • What are the upholstery fabric options?

      For all our upholstered designs, you will find a configurator on product’s page where you can see available fabric options. Please note, most of our designs allow for the Customer Own Fabric/ Leather pending approval from our team. Please provide us with an A4 fabric sample before purchasing your fabric.

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    • What are the types of leather?

      Aniline

      Aniline is the term designated for leather that is tanned and dyed with no finish on top. The surface is completely natural, and the pores are open. This makes the leather 100% breathable and provides the best seating comfort.

      Made from the most high-end raw hides, Aniline leather boasts a natural surface, where the original markings add to an authentic look with loads of character. Each hide is one-of-a-kind and unique. Enjoy a subtle patina that emerges over time and with exposure to light on this comfortable, luscious leather you’ll love.

      Semi-Aniline

      Semi-aniline is the term designated for leather that is tanned and dyed followed by a pigmented finish and a topcoat. The surface is natural, and the pores are still visible and relatively open. The leather is still breathable.

      A light, transparent surface finish gives semi-aniline leather protection against stains and the effects of light while keeping its organic look and feel. The result is a gorgeous, full-grain leather that’s easier to maintain and more resistant to wear and tear, and a comfort factor that feels amazing.

      Protected

      Leather with a protected surface is the term designated for leather that is tanned and dyed, followed by a strong, pigmented layer and topcoat (the amount of colour layers can vary). The surface is often corrected and/or embossed and the leather is slightly breathable.

      The ultimate for durability. Protected leather has a special surface treatment that guards against wear and tear, making it water repellent, dirt-repellent and stain-resistant. The leather is soft and comfortable, with a more uniform look to the surface. Meaning, the natural markings are minimal in leather that’s ultra-easy to look after, designed to last for generations.

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    • How do I care for my leather sofa or chair?

      Leather becomes more beautiful with age when properly cared for. How to do this is explained in our Leather Care & Cleaning Guide.

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    • Where can I find technical specification of the fabrics and cleaning instructions?

      You can find technical specifications of the fabrics used in our collection listed on the fabric detail page. When viewing the product page, please click ‘view fabric options’ and select desired fabric range.

      This will show information like lightfastness, pilling, fire test, abrasion, composition and cleaning instructions.

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    • How do I clean my Extinct Animals pillowcases?

      Fabric used for Extinct Animals pillowcases is a 100% PES printed velour.

      Washing instructions:

      • Machine wash, reduced spin speed at 40 degrees Celsius or 105 degrees Fahrenheit.
      • Do not bleach.
      • Dry clean (all solvents except Trichloroethylene).
      • Iron at low temperatures.
      • Do not tumble dry.

      The washing powder should not contain any oxidizing or brightening agents.
      In case of dropped liquid or water on the fabric, remove all spills immediately by gently blotting with a clean dry cloth, do not rub.

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    • Do I need to order Container Table Foot if I am ordering Bodhi?

      Yes. Bodhi is decorative wood cover but cannot be used on its own and requires Container Table Foot.

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    • Can Container Table accommodate use of electrical/ USB socket inserts?

      If cable management is required for your Container Table, please order special foot that will accommodate this.

      Please note, the table top itself is not adjusted and this has to be done by the customer.

      For further details, please contact your nearest Moooi sales point (www.moooi.com/store-locator).

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    • How do I connect Heracleum Endless?

      Each Heracleum Endless light comes with a small connector part. This part is inserted at the ends of the two units to keep them in straight line. Once fitted, connector is hardly visible.

      Should you wish to connect two or more Heracleum Endless units on an angle (90 or 135 degrees), please order separate connector together with the lights.

      Please note, each light has two suspension points, one of which is an electrical connection.

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    • What is the exact cable positioning of the Heracleum Big O, Small Big O and Endless?

      Some of our lights require more than one fixing point. Where this is the case, we have prepared a floor plan to scale. This can be downloaded on product page under ‘Download’ section and is included in the packaging of the product.

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    • What type of feet pads do I get with Nut and Zio Lounge?

      Both chairs come fitted with plastic feet pads. However, felt feet pads are included so these can easily be exchanged to accommodate use on different surfaces.

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    • My Filigree light does a brief flash when switched on. Is this a fault?

      When you turn on the Filigree light, it gives a brief flash of light. After that the Filigree lamp will light up normally. This is due to the technical requirements of the driver used and it is not a fault.

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    • My Filigree light has a tear in the diffuser. Can I change it?

      If your Filigree light diffuser gets a tear, you can order a repair set. The set also includes manual, gloves and rope. You can order it directly from Moooi or any of our official dealers.

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    • What cushions are included in the purchase of Love sofa?

      Love sofa comes with the three cushions shown on all our images included in the price.

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    • What is the type of plywood used for Nut range?

      Plywood used in the Nut range has a birch cross grain processed inner core. The top layer is made of oak with the veins across its width.

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    • What is the size of the driver used in the Perch Wall light recessed version?

      Dimensions of the driver required to fit within the wall are 110 x 52 x 24mm.
      Fitting is suitable for hollow/ dry walls. We do not recommend using it with concrete or stone walls.

      For more information, please see installation manual downloadable from product’s page.

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    • Can you buy Container Table Foot alone?

      Container Table Foot can only be bought as part of the complete table.

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    • Does Perch Tree light come assembled?

      Perch Tree light comes assembled and preference would be to have clear access point.

      In case this is not possible, branches could come off. Please note, this is a very delicate process during which light could be damaged. Therefore, Moooi does not recommend it and should this be done, it is at customer’s own risk. This would void the warranty provided. Please ask for further instruction from the Moooi team.

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    • My VIP chair wheels are stuck?

      The most common cause of wheels malfunction is accumulation of dust and dirt within the casing. Therefore, we recommend cleaning the wheels on a regular basis. Should you require replacement wheels, please contact your nearest Moooi brandstore or dealer www.moooi.com/store-locator

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  • Trade Accounts

    • How can I get a Trade Account?

      We are pleased to welcome architects, interior and lighting designers, as well as other Trade partners. Please contact us on +1 646 396 0455 or ny@moooi.com to set up your account.

       

       

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