Frequently asked questions


Incorrect address and undelivered parcels

In case you ordered a parcel to the wrong address, the package will be returned to us. Once received and refunded, you can re-order the item(s). Please note that the shipping fee to redirect is not refundable.

How long does it take for an order to be shipped?

All orders placed before 5 pm (EST) will be dispatched the same working day. For an overview of estimated delivery times, see the diagrams on our shipping page. Once you’ve placed an order, more accurate delivery information will be communicated at the checkout.

Order process

Does James Moore New York offer VAT discount/deduct?

Yes, outside EU shipping zones VAT will be deducted automatically.

How long before I receive the exchange?

An exchanged item usually gets back to us in roughly the same amount of days as it is delivered. Processing the exchange usually takes 1-5 calendar days, after which the new product will be sent to you. Once the parcel passes on to the delivery company, James Moore New York can’t account for any delays in the delivery. For questions, it’s best you contact the company that delivered your package directly and provide them with your tracking reference.

Do I pay for tax and duties outside of the EU?

Yes, the exact amount depends on the country and ordered goods. For more information you can contact your local customs office. Please note that James Moore New York does not determine the taxes and import charges.

What payment methods does James Moore New York accept?

We accept Creditcard (Mastercard, Visa, American Express, Dicover), Bitcoin, PayPal, Apple Pay, and Alipay.

How do I place an order?

1) Place the products you want to purchase in the basket;

2) Proceed to the check-out to complete your purchase;

3) Once at the check-out page, fill in all the required information;

4) Choose a payment method;

5) Confirm your purchase by completing the payment in the payment service provider portal, after which a confirmation e-mail will follow.

What is my order status?

You can check on your order anytime. To do so:

1) Log in to your account;

2) Under ‘Recent Orders’, select your order;

3) From here, you can view order details and track your order(s).

You can also access your order info through your confirmation e-mail.

Additionally, you will receive an e-mail with a tracking link.


How do I return or exchange?

Please see our Returns Policy for an extensive answer to this question.

Can I change my order or address after the order has been placed?

We are only able to make changes to your order if it has not yet been picked up by our forwarder. Please send an e-mail to [[email protected]] with your order number and the changes you want to make, such as an updated address or different item.

Do you ship to my country?

We ship to the following locations:

Argentina, Australia, Austria, Bahamas, Barbados, Belgium, Belize, Brazil, Canada, Cayman Islands, Chile, China, Columbia, Croatia, Cyprus, Czech Republic, Denmark, Ecuador, El Salvador, Finland, France, Germany, Great Britain, Greece, Grenada, Guyana, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Italy, Japan, Korea (South), Luxembourg, Malaysia, Morocco, Netherlands, Netherlands Antilles, New Zealand, Norway, Philippines, Poland, Portugal, Saint Lucia, Singapore, Spain, St. Kitts & Nevis, Sweden, Switzerland, Taiwan, Thailand, USA.

If you’re unsure if the delivery company operates in your region, you can always check with us via [[email protected]].

Who’s delivering my parcel?

We ship all domestic orders with Post Office, International orders with EMS, DHL, and FedEx. If you want to know which shipping options apply for your location please check our shipping page.

How much does the delivery cost?

(Inter)national postage rates depend on the delivery country and the weight of your order. See the overview on our shipping page for more information about estimated delivery fees.

We ship all domestic orders with Post Office, international and all other orders with DHL, UPS, and FedEx. If you want to know which shipping options apply for your location please check our shipping page.


I’ve placed an order. What’s next?

Once your order has been placed you will receive an e-mail with a confirmation. If you didn’t receive an e-mail within 1 working day, check you spam inbox or contact our customer service at [[email protected]]. Once the order has been shipped, you will receive a tracking link to follow your order online.

Can I change my order after the order has been placed?

This depends on the circumstances. All orders placed before 5 pm (EST) will be handled within the same day. Except on weekend days. Once the parcel has been picked-up by our forwarder there is nothing we can do. You can always send an e-mail to [[email protected]] or contact us via the live chat if there is a problem with your order, we will do our best to help you further.directly and provide them with your tracking reference.

Do I need an account to place an order?

In the check-out menu you can choose weather you’d like to make an account or not. Having an account makes it easier to follow-up on any completed orders as well as making any future orders.

I forgot my password. What should I do?

In the event that you’ve forgotten your password you can request to reset your password via this link.

Can’t find an answer?

Can’t find the answer you are looking for? Contact us by sending an e-mail.

Email us