Customer support

It's simple: choose the item you would like to have, select any size, fabric, or colour options, and click on 'add to cart'. The item will then be added to your cart. You can proceed to checkout immediately or continue browsing. Once you are ready to place your order, click on the cart icon and then on 'checkout'.

Enter your details and preferred payment method and click on 'place order'. You will then be directed to a payment screen to complete the payment, after which your order will be confirmed.

Yes, on our website we only offer (a selection of) our basic fabrics, as we can generally deliver these quickly. If these do not fully meet your needs, there are many other options available. We would be happy to show you these in our showroom, or you can call us at +31 (0) 341 250 204, and we will be pleased to tell you more.

It is also possible to order fabric samples directly via our website. You can find this option on the product page below the 'Add to cart' button.

Many of our garden sets, both lounge and (low) dining, are modular. This means you can fully customise them to suit your preferences. On our website, we have listed several popular configurations, but these are not the only options.

For some models, we have set up a configurator, allowing you to easily create your ideal garden set. If this option is available, you will see it on the product page of the respective product.

For products without a configurator, you can order various individual items from the same series and create your own arrangement. Would you like us to assist you in designing a setup that perfectly fits your patio' Then feel free to contact us or visit our showroom in Nunspeet, the Netherlands.

If you place an order through our website, you can pay using iDeal, Bancontact, Belfius Direct Net, Credit Card (VISA & Mastercard), or via a bank transfer. In the case of a bank transfer, you will receive an invoice from us within 3 working days. Of course, you can also redeem an &MOSS gift voucher.

If you place an order by phone, email, or in our showroom, we work on an invoice basis. If we deliver within 7 days or if the furniture is shipped with an external carrier (often the case for destinations outside the Netherlands, Belgium, & Germany), you will receive a 100% invoice from us, after which we request payment before delivery/shipping.

If it takes longer than 7 days, you will first receive a deposit invoice of 20%. Only once this is paid, the items are definitively reserved for you. You will receive the remaining 80% invoice once we have scheduled the delivery with you. Again, we ask you to transfer this amount to us before delivery. Unfortunately, it is not possible to pay by card upon delivery with our driver.

If you want to place an order online, you can redeem your gift voucher by navigating to your shopping cart. Click on 'Redeem gift voucher' below the overview. Then a field will appear where you can enter the code found on your gift voucher.

If you prefer to place an order by email, phone, or in our showroom, simply inform your contact person that you would like to redeem your gift voucher. They will then ask for the code on your gift voucher and deduct its value from your invoice.

An &MOSS gift voucher is valid for 3 years from the date of issue.

Shipping costs the Netherlands
We do not charge shipping costs for both small and large orders within the Netherlands (excluding Wadden Islands) for ground flour delivery. Garden furniture will be delivered with our own delivery service, where we will assemble the furniture and take any packaging materials with us. Smaller items will be shipped via PostNL or DHL.

Would you like to have your furniture delivered to a higher floor, such as a terrace or balcony? Then please don't forget to mention this when placing your order, as additional costs may apply depending on the situation. Would you like to know what to expect in advance? Then please don't hesitate to contact us.

Shipping costs Dutch Wadden Islands
For delivery of garden furniture to the Wadden Islands, we charge €150. On the other hand, delivery is free if we can drop off the garden furniture at a depot on the mainland. For items that can be sent by post, such as small accessories and protective covers, shipping is free as well.

Shipping costs Belgium
For delivering garden furniture in Belgium, we have a fixed rate of €175 for addresses within a 250km range from Nunspeet, the Netherlands. Do you live outside these postal areas? Then please contact us for a customized quote. For this, we would like to know the address where you would like the furniture to be delivered and which furniture it concerns.

If it concerns smaller items that can be sent by post, the shipping costs are as follows:

• €10 for packages up to 100x70x58cm and 23kg
• €15 for packages up to 175x78x58cm and 30kg

Do you want to make sure which shipping costs apply to your order? Please contact us and we will be happy to inform you.

Shipping costs Germany
For Germany we have a fixed rate of €175 for addresses within a 250km range from Nunspeet, the Netherlands. For areas outside of these, shipping costs are determined on a case-by-case basis. If you're interested, please send us your address and desired products by email so we can provide you with a quote for shipping costs.

For smaller products that can be shipped by post, the shipping costs are as follows: If it concerns smaller items that can be sent by post, the shipping costs are as follows:

• €10 for packages up to 100x70x58cm and 23kg
• €15 for packages up to 175x78x58cm and 30kg

Want to be sure about the shipping costs for your order? Then please do not hesitate to contact us.

Shipping costs outside the Netherlands, Belgium & Germany
Shipping costs outside the Netherlands, Belgium and Germany depend on the ordered items. For a targeted quote regarding transport costs, it is best to contact us directly. In this case, we will need your full address and the specific items you would like to order.

Please note! Certain side tables, flower pots, and lamps are not sent by post due to their fragility. These can only be picked up in Nunspeet, the Netherlands. If this applies, it will be mentioned in the brief specification of the product under the conditions heading. If these products are ordered in combination with garden furniture adding up to a total amount over €1.250 incl. VAT, we will of course still deliver them to your home.

On the product page of the relevant product, the delivery time is stated. If you order multiple products, we will combine them into one delivery as standard. In that case, the delivery time of your order depends on the longest delivery time.

Is there a significant difference in delivery times for certain products? Then we can also deliver them in parts. We will coordinate this on a case-by-case basis. If you would like to know this in advance, please contact us directly.

Delivery time for garden furniture
For an order with garden furniture, we deliver with our own delivery service within the Netherlands and areas close to the border in Belgium and Germany. If we have the product in stock, this generally means that we will deliver within 2 weeks. We will coordinate the exact delivery time with you after receiving the order.

If you like your order delivered further away from the Netherlands, then the delivery time depends on where the products need to go and the availability of our transport partners. If you would like to know the delivery time, please provide us with your address and the products you would like to order. Then we get back to you as soon as possible with more information.

Delivery time for small items
If your order consists only of small items, such as accessories, maintenance kits, or protective covers, we will send the package with PostNL or DHL. If the destination is the Netherlands, Belgium or Germany this generally means that you will receive your order within 2 working days, provided we have the product in stock.

Please note! Certain side tables, flower pots, and lamps are not sent by post due to their fragility. These can only be picked up in Nunspeet, the Netherlands. If this applies, it will be mentioned in the brief specification of the product under the conditions heading. If these products are ordered in combination with garden furniture adding up to a total amount over €1.250 incl. VAT, we will of course still deliver them to your home.

For small items that we send by post, you can track your order by providing us with your email address. Once we have handed over your order to PostNL or DHL, you will receive a track & trace code from them which you can use to track your package.

Unfortunately, it is not possible to track our delivery driver for large items that we deliver with our own delivery service. However, we will coordinate the delivery with you in advance so that you know what to expect.

For orders outside the Netherlands, Belgium and Germany, it depends on the transport company and whether they offer this possibility. Please inquire about the options.

Yes, we also ship to abroad. For Belgium and Germany, we charge a standard delivery fee of €175 for the delivery of garden furniture within a 250km range from Nunspeet, the Netherlands. 

For other destinations, the rate depends on the size and destination. Therefore, for an indication of the shipping costs, please contact us directly with your full address and the specific items you would like to order.

Yes, that is certainly possible. In that case, you can pick up your order during business hours at our warehouse in Nunspeet, the Netherlands. To do so, please make an appointment preferably by phone or email indicating the desired day and time. This way, we can make sure that your order is ready and you won't have to wait unnecessarily.

For online orders with non-customized items, exchanging is not a problem. If you would like to make use of this option, we would like to receive the product you want to exchange back first. You can choose from three options for this: exchanging in the showroom, via post or at home. You can read more about this under the question 'Can I return (part of) my order?'. Please let us know that you would like to exchange and which item you would like to receive in return.

Unfortunately, purchases made in our showroom or customized products cannot be exchanged.

For purchases made in our showroom, unfortunately it is not possible to return them. Did you place the order online? Then you can return it within 14 days, provided that it is an item from our basic collection. The costs for returning the product are at your own expense.

Option 1: Return in our showroom
You can return your item(s) for free in our showroom in Nunspeet, the Netherlands. Please bring the product with its original packaging and the invoice.

Option 2: Return by post
Small, non-fragile items can be returned by post. If you wish to use this option, please send us an email to info@nmoss.com in which you provide your name, invoice number, item(s) and the reason for returning. We will then email you a return label.

The costs for returning the product are €10 within the Netherlands and €12.50 or €17.50 for Belgium and Germany, depending on the size. Once we have received and processed your return, we will refund the purchase amount minus the return costs to your account.

Of course, it is also possible to return the package to us on your own initiative. Our details are:

&MOSS
Pascalweg 17
8071 SE Nunspeet
The Netherlands

Option 3: Arrange a pick-up for your return
For returning large items, it is also possible to have us or a transport partner pick up the products. In that case, please send an email to info@nmoss.com in which you provide your name, invoice number, item(s) and the reason for returning. We will then contact you to arrange the pick-up. The costs for this service are €175 for the Netherlands. For Belgium and Germany we apply the same rate within a range of 250km from Nunspeet, the Netherlands.

Outside these countries and areas, the costs depend on the exact location and the items you would like to return. Please contact us for more information.

It is only possible to cancel items from our basic collection if they were ordered online. If you placed your order in our showroom or if it concerns a custom-made product, it is unfortunately not possible to cancel.

If you want to cancel, please contact us as soon as possible (but within 14 days). If you act quickly, we can still stop the order before it leaves our warehouse. Cancellation is free of charge in this case.

If the products have already left our warehouse, the order will have to be returned and the return costs will be at your own expense.

Unfortunately, business orders cannot be exchanged, returned or cancelled.

Returning to our showroom is free. The costs for returning by post are €10 within the Netherlands and €12.50 or €17.50 for Belgium depending on the package size. Is the package too large to send by post? Then you can use our pickup service. The return costs for this are €175 within the Netherlands. For Belgium and Germany the return costs are the same within a range of 250km from Nunspeet, the Netherlands. 

Outside of these areas, the return costs depend on the pickup address and what you would like to return. In most cases, this is similar to the amount you have paid for shipping. For a more accurate estimate of the return costs, please contact us directly.

After receiving your order, you have 14 days to return it. Please note, this only applies to online orders of non-customized items.

If there is any issue with your order, we would like to know about it. In that case, please send us an email at info@nmoss.com within 48 hours, including your name, the delivery time, and details of the issue. If it concerns damage, we would also appreciate a photo of the defect so that we can assess it better. We will then get back to you as soon as possible to discuss a suitable solution.

Custom-made items refer to products that are not included in our standard collection. These products need to be ordered or custom-made specifically for you. Some examples include cushions in fabrics other than our basic collection, cast iron furniture in different colours, or products that we need to order specially.

Because these products are tailored to your specific preferences, unfortunately, they cannot be exchanged or returned.

You have a legal warranty of 2 years on all products from &MOSS. This means that the product should do what you can reasonably expect it to do. If you are experiencing defects or malfunctions in your product, it will be repaired or replaced free of charge for up to 2 years after delivery.

If the warranty period has expired, but you still experience a defect or malfunction, please contact us. We will be happy to discuss the options with you.

Within 2 years of delivery, you have the right to a warranty on any defects and malfunctions in products purchased from &moss. To be eligible for warranty, you must be able to provide a purchase receipt, invoice or proof of payment.

Please note that damages caused by intent, negligence, wear and tear or improper use are not covered by the warranty. Also, you cannot claim warranty for product damage caused by your own transport, your own modifications or modifications made by third parties to the product, or for product-specific properties. The latter includes things such as:

• Wood behavior due to light, heat and moisture;
• (Slight) cracks or shrinkage gaps in the wood;
• Visible inserts in the wood;
• Creasing in (seat) cushions;

For more information on product-specific characteristics of teak wood, maintenance, warranties, and things you can do yourself to extend the lifespan, we would like to refer you to our teak product information. Here, you will also find tips on how to repair any imperfections yourself.

To prevent issues that are not covered by the warranty, we advise you to thoroughly review our maintenance and usage tips. These can be found on our website, including:

Reclaimed teak wood
Teak maintenance
Cleaning outdoor cushions

If you meet the warranty conditions and would like to make a claim, we kindly ask you to send an email to info@nmoss.com, clearly stating your name, the product, and the issue. Additionally, we would appreciate receiving your purchase receipt and some photos of the defect. We will then get back to you as soon as possible to discuss a suitable solution.

Yes, that is certainly possible. If you experience a defect or flaw within 2 years of delivery and it falls within the warranty conditions, &MOSS will repair or replace it free of charge.

If the warranty period has expired or the defect does not meet the warranty conditions, we can still perform repairs for you. In this case, the costs of the repair will be charged at cost price. Any transportation costs for picking up and returning the product are also at your expense. Repairs abroad are excluded.

If you would like to have your product repaired, please send us an email at info@nmoss.com, clearly stating your name, the product, and the defect, and attaching some photos of the situation. If it is still under warranty, we also require the purchase receipt. We will then get back to you as soon as possible to discuss a suitable solution.

If you have a complaint about a product or the services provided by &MOSS, please let us know. You can report your complaint at our showroom, by phone or by email. We will get back to you as soon as possible.