FAQ
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Ordering - Payment - Shipping
How can I place an order at MOSER Trachten?
You can conveniently place your order in our online shop. Simply add your favorite items to the shopping cart and click the "CHECKOUT" button. Then, enter your name and address, select a payment method and a shipping provider. Before clicking the "PLACE ORDER" button, please review your details one last time. At this step, you can also leave a message or enter a discount code. Don’t forget to confirm our terms and conditions (AGB).
Can I place an order by phone?
Yes, you can reach us from Monday to Friday, 8 AM - 4 PM, at +49 9401 - 91 777 555. Our friendly customer service representatives will be happy to assist you and take your order. Please note that, for data protection reasons, not all online payment options are available for phone orders. When ordering by phone, you can choose between PayPal and prepayment.
Can I place an order via fax or email?
No, if you do not wish to order directly through the online shop, you may use the option of ordering by phone.
Where can I redeem my voucher?
You can enter your voucher or discount code in the shopping cart. Simply click on "Edit Shopping Cart," check the box "I have a voucher," and enter your code. Please note that only voucher codes valid for the online shop can be used. Store vouchers cannot currently be redeemed online. If you wish to use a store voucher for an online purchase, please contact our customer service at +49 9401 - 91 777 555.
Can I use multiple vouchers for one order?
No, unfortunately, this is currently not possible.
What payment options do I have?
In our online shop, we currently offer the following payment options:
- Prepayment
- PayPal
- Amazon Payments
- Credit card (Mastercard, Visa, American Express)
Can I choose a shipping provider?
Yes, as a customer in Germany, you can choose between DHL, DHL Express, and UPS. International customers can select either DHL or UPS. Once your order has been shipped, you will receive a tracking code with the shipping confirmation. You can use this code to check the status of your order with the respective shipping provider. If you do not receive a tracking code or your package does not arrive, please contact our customer service.
Can I request express shipping for my order?
Yes, within Germany, we offer a 24-hour delivery service via DHL Express.
Can I have my order delivered to one of your stores?
No, this service is not currently available.
The delivery time is too long for me, can I request a partial delivery?
We always aim to ship complete orders. However, if some items in a larger order are not immediately available, you have the option of receiving a partial delivery. Please contact our customer service at +49 9401 - 91 777 555.
Do you ship internationally?
Yes, we ship worldwide. If a country is not selectable in the list of available destinations, please contact our customer service at +49 9401 - 91 777 555.
How quickly will I receive my order?
Typically, 96% - 98% of all available orders are shipped within 24 hours. However, if an item is not immediately available, the delivery time may extend by approximately 2-4 business days. If there is a delay, we will notify you via email.
Can I track my order?
Yes, you will receive a tracking code with your shipping confirmation. You can use this code to check the status of your shipment with the respective shipping provider. If you do not receive a tracking code or your package does not arrive, please contact our customer service at +49 9401 - 91 777 555.
Returns – Exchanges
How can I cancel my order?
According to applicable EU law, you can cancel your order within 14 days without providing a reason via phone, fax, or email. However, we have extended this cancellation period to 30 days.
How much time do I have to return my order?
Once you have canceled your order, you have 30 days to return the items to us.
Can I return my order at one of your stores?
Yes, this is possible. However, store employees cannot process exchanges or issue refunds directly. Your return will be forwarded to our headquarters, where it will be processed.
When will I receive my refund?
Once we receive your return, we will issue your refund. The refund method depends on the original payment method and will be processed within 14 days of receiving your return.
If you would like to check whether your return has arrived before the processing time expires, you can track your package using the return shipment tracking number with the shipping provider.
Who should I contact if I do not receive my refund within the stated time?
Please contact our customer service at +49 9401 - 91 777 555.
Can I exchange items?
No, we currently do not offer exchanges. If you need a different size, please return the item and place a new order.
Products - Size Charts – Availability
Can I get advice over the phone?
Yes, our friendly customer service representatives can be reached at +49 9401 - 91 777 555.
Where and how can I ask a question about a product?
If you have questions about a product, you can contact our customer service directly by calling +49 9401 - 91 777 555 or by sending us an email (product inquiry). Before calling, please have the product number ready, as we can only assist you quickly with this information. You can find the product number in the product name or description.
Where can I find the product number?
The product number is listed in the product name or description.
What should I do if there is no size chart for a product?
Occasionally, a size chart may be missing for a product. This is not a problem! At the bottom of the online shop page, under "CUSTOMER SERVICE," you will find the section "WHICH SIZE FITS?". There, you will find all size charts for women, men, and children.
How reliable are the size charts?
The size charts serve as general guidelines. Their accuracy varies depending on the customer and the manufacturer. Some brands, such as Wenger, tend to run small, meaning you may need to order one size larger.
What should I do if my dirndl no longer fits?
Off-the-rack dirndls rarely fit perfectly right away. While you can usually wear them as they are, a trip to a tailor can help ensure a perfect fit. Adjustments are often minor and affordable.
If you have a MOSER Trachten store nearby, you can bring your dirndl in, and our in-house tailor will alter it for you.
In general, a dirndl can be adjusted in length by altering the straps and can be taken in or let out by approximately 2-4 cm at the side seams.
What should I do if my lederhosen no longer fits?
If your lederhosen is too tight, don’t worry! Leather is a natural material and will stretch up to 4 cm with body heat. Additionally, you can expand the waist by 4 cm at the back lacing (the so-called "Brotzeiteck").
If your lederhosen is too large, try tightening the back lacing. If that doesn’t help, you can take it to a tailor. If you have a MOSER Trachten store nearby, you can bring your lederhosen in, and our in-house tailor will adjust it for you.
How can I check if an item is available in a MOSER Trachten store?
The quickest way is to call the specific store directly. The store staff can check the availability of the item and may be able to reserve it for you.
You can find the store phone numbers under the menu "STORE LOCATOR" at the top of the page. Enter your location in the search field and click "SEARCH". The stores will be listed next to the map, along with their addresses, phone numbers, and opening hours.
Where can I find store phone numbers?
You can find the store phone numbers under "STORE LOCATOR" in the menu at the top of the page. Enter your location in the search field and click "SEARCH". The stores will be listed with their contact details.
Where can I find store opening hours?
Store opening hours are also listed under "STORE LOCATOR". Simply enter your location in the search field and click "SEARCH". The store list will show the address, phone number, and opening hours.
Do the stores have special opening hours?
Yes, special opening hours are posted on the store pages as needed. You can find them under "STORE LOCATOR" in the menu. If any stores currently have special hours, they will be listed alongside the regular opening times.
Where can I find information about promotions in the stores?
Store promotions are updated regularly on the store pages. Under "STORE LOCATOR", you can check for any current promotions at your preferred store.
Suppliers - Retailers – Associations
Who should I contact as a manufacturer?
If you are a manufacturer but not yet a supplier, please call +49 9401 - 91 777 850. This is the direct line to the MOSER Trachten headquarters in Barbing, where our team will be happy to assist you. You can also send an email to verwaltung@trachten.de.
Who should I contact as a supplier?
If you are already a supplier, please call +49 9401 - 91 777 850. This will connect you to our headquarters in Barbing, where we will be happy to help. Alternatively, you can send an email to verwaltung@trachten.de.
Can I sell MOSER Trachten's private label products as a retailer?
Since this decision is made by our management, please contact our headquarters in Barbing. Our central office is available Monday to Friday at +49 9401 - 91 777 850. You can also email verwaltung@trachten.de.
How can I become an affiliate partner of MOSER Trachten?
To become an affiliate partner of MOSER Trachten, scroll down to the footer of our website and click on "Become a Partner / Earn Money". Fill out the form provided, and we will get back to you shortly with further details.
We are interested in outfitting our association. Who should we contact?
The easiest way is to call us directly at +49 9401 - 91 777 840. You can also email us at verein@trachten.de.
We look forward to your inquiry during our business hours:
Monday & Thursday from 8 AM - 4 PM.