Frequently asked questions
See if you can initially find answers to your questions here. If not, you are always welcome to contact us at hello@moromoro.dk
ORDER
WHY HAVE I NOT RECEIVED AN ORDER CONFIRMATION?If you have not received an order confirmation after your purchase has gone through, please write to us at hello@moromoro.dk - then we can quickly see if your order has been registered. Always check your spam filter first, as the order confirmation occasionally lands there.
If you still have not received the order confirmation, it may be because the email information has been entered incorrectly. Please contact us as soon as possible so that we can change your information in our system before the package is sent.
HOW DO I CHANGE OR CANCEL MY ORDER?
If you wish to change your order, you must contact us as soon as possible and write your order number clearly so that we can find your order in the system. You can always change your order if you have not received confirmation that your package is ready for dispatch. If you have already received a confirmation of the shipment, you must place a new order on the webshop instead.
If you would rather cancel your order, please contact us at hello@moromoro.dk as soon as possible, so that we have the opportunity to stop the preparation and dispatch of your package in time. If you have already received a shipment confirmation with a Track & Trace number in your email, you will not be able to cancel your order. Instead, it will be a return. Find more information under Delivery & Returns.
DELIVERY
HOW LONG IS THE DELIVERY TIME FOR MY PACKAGE?Once you have placed an order with us, we will pack it as quickly as we can. At the moment, however, we have between 3-5 days delivery time from the next business day after you have placed your order.
Please note that our supplier GLS does not collect parcels on weekends and public holidays. We occasionally experience that there can be a delay with our supplier, which creates a longer delivery time than usual. Therefore, order well in advance or contact us if you have questions about delivery.
When we have finished packing your order and made it ready for delivery at GLS, you will receive an email with your Track & Trace number, so you can easily follow your package. Find your package on GLS Track & Trace .
Orders relating to made-to-order items such as main vases from Italy have a longer delivery time. Please contact us if you have any questions about such an order.
WHY CAN'T I TRACK MY PARCEL?
When your package is scanned by GLS, it may take a few hours before you can follow your package via GLS Track & Trace. It is very rare for a package to go missing, but if you still cannot track it after 1 day, you should always contact us at hello@moromoro.dk so that we can investigate it further with GLS. All packages are insured.
HOW LONG DO I HAVE TO COLLECT MY PACKAGE?
As the recipient of a package sent with GLS, you have 7 days to collect your package. GLS then returns the package to us and charges us a fee of DKK 42. As a customer, you actually have to pay that fee, as it is your responsibility to collect your package on time. It is therefore important that you remember to collect your parcel before the stated deadline, which you have received directly from GLS.
MY PARCEL HAS BEEN RETURNED FROM THE PARCEL SHOP - WHAT DO I DO?
If you have not collected your parcel from GLS / the parcel shop before the deadline of 7 days, please contact us as soon as possible. Your order is automatically sent back to Moro Moro studio's warehouse and GLS charges Moro Moro studio a fee of DKK 42 to send your order back to us.
It is always your responsibility as a customer to collect your order before the deadline and therefore you must also pay the return fee of DKK 42, which you will be charged. GLS fee for unclaimed parcels can be paid here . You also have to pay for the shipping yourself (again) when returning your order. If your parcel has been returned by GLS because you did not pick it up in time, you can easily and quickly buy new freight directly on our webshop here .
If you instead wish to return the undelivered package, we can only treat your order as a return if you have specifically written to us that you wish to return your order within the 14-day deadline. Read more under Delivery & Returns or the Terms and Conditions.
ABOUT MORO MORO STUDIO
DO YOU HAVE A PHYSICAL BUSINESS?
Unfortunately, we do not have a physical store at the moment. Our warehouse and office are located in Nørrebro and it is unfortunately not possible to visit there yet. We hope to find some larger premises in the future, and we look forward to being able to open the doors to our creative studio again. Until then, we have to make do with the digital world.
CAN I PICK UP MY ORDER AT YOUR WAREHOUSE IN NØRREBRO?
Unfortunately, it is not possible to pick up orders yourself at our warehouse in Nørrebro right now. We often pack at odd times, and everything drowns in cardboard and bubble wrap. However, we hope that we can open for collection again at some point. Stay tuned!