FAQ

1. Click on the "Login" link located at the top right of the site
2. Click on the "Create my account" button
3. Then fill in the form with your professional details
4. Once the form is entered, you will receive an email confirming the creation of your account.

The platform is reserved exclusively for decor, design, and lifestyle professionals.

As a member, you can view all product details such as prices or characteristics, get in touch with brands and add brands or products you like to your favorites.

If your company is based in the European Union, you can also place an order with brands that offer their products for sale on MOM. For more information, do not hesitate to consult the "Orders & Price quotes requests" section.

1. Click the “Login” button in the top right hand corner of the page and click on “Forgot password?"
2. Enter your email address, first name, and last name and click on the button “Reset my password”
3. You will then receive an email to your login email address to help you reset your password. Please be sure to also check your spam inbox.

Access to the MOM platform is reserved for professionals. We therefore verify the information provided when registering.

Pending the validation of your account, you will be able to access all the features of the MOM platform (subject to eligibility).

If your account has been rejected, you will not be able to contact any brand nor place orders.

We remind you that the platform is reserved for professionals and that you must comply with our general service conditions. In the event of non -compliance with these requirements we reserve the right to refuse your account.

If you think it is an error do not hesitate to contact us.

If you are unable to log in, please check that your e-mail address and password are correct. If you are still having problems, use the "Forgot your password?" option or contact our Customer Service department.

You can search for products using the search bar or by browsing the available categories. Filters allow you to sort results by brand, price or other specific criteria.

Product availability is indicated on each item page. If a product is not in stock, you can contact the brand for more information.

Minimum order conditions vary by brand and product. These are indicated on the product page, under the item details.

To add a product to your favourites, click on the heart-shaped icon on the product page. You can then access your favourite products from your account, in the "Favourite products" section.

You can also add brands to your favourites from the brand page or the product sheet. You can then access your favourite products from your account, in the "Favourite brands" section.

Yes, you can contact the brands directly via the MOM platform to ask questions about products, obtain further details or make an appointment at the Maison&Objet trade show.

If you can't find a specific product, try using different search terms or filters. You can also contact the brands directly to find out if they offer the product you're looking for, or if they have any alternative suggestions.

The MOM platform does not offer a direct product comparison function. However, you can add products to your favorites for easy reference and decision-making.

Each brand offering its products for sale on MOM can fix its own minimum order amount. If you do not reach the minimum order value, you will not be able to place your order with this brand. This minimum order amount is indicated on the product details page and in your cart. Once this minimum is reached, you will be ready to order. If you wish ti place a multi-supplier order, you will have to reach the minimum order value of each brand.

Only businesses registered and located in the European Union can order on the MOM marketplace: Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czechia, Romania, Slovenia, Slovakia, and Sweden. Each brand can decide to sell its products in only one or more countries from this list. To find out if a brand delivers its products to your country, go to the product sheet and click on the "See the list of countries eligible for delivery" button under the shipping time or on the brand sheet in the brand description box.

The invoice for your order will be available in your customer account as soon as the goods have been dispatched. 

1. In the menu, click on "My information" then "History".
2. On the order page, click on "Download invoice" in the top right-hand corner to download the invoice in PDF format.

In the case of a multi-seller order, each seller will add an invoice corresponding to the amount of their sub-order.

Once your order has been placed, it is no longer possible to cancel it. If you notice missing or damaged products upon receipt of your order, you can file a report through our order feedback functionality.

No, you need to create a business account to place an order with MOM, to ensure that all transactions are carried out by industry professionals.

Security and protection of your personal data is our priority. We use the third-party payment solutions, Mangopay and Hokodo, and do not hold any payment information on MOM servers, as they are stored securely with these processors.

MOM accepts payment by credit card, wire transfer, or SEPA direct debit.

For eligible buyers, we also offer a 30-day payment option. For more information, see our "Buy now, pay later" section of the FAQ.

When validating your order, select the "Credit card" option, then follow the instructions to enter your card details securely.

Once you have entered your credit card details (step 4. Payment), you will be asked to check your order (step 5. Order Review) before you can confirm it. After clicking on "Submit order", you may be redirected to a security page called "3D Secure" (or 3DS). This system is an additional protection measure to check that you are the cardholder. Depending on your bank, you may be asked to confirm your identity by entering a code received by text message, using one of your bank's mobile applications or answering a secret question.

Once you have passed this stage, your payment will be validated and your order confirmed. This process ensures that your transactions are secure and protects your personal information.

If your order is over €300, you can select the “Payment by wire transfer” option (step 4. Payment in the purchase tunnel), then you will be asked to verify your order (step 5. Order verification) before you can validate it. Once you have clicked on “Place the order”, you will be redirected to a confirmation page where you will find the details of the account to which you need to make the bank transfer. This information can also be found in your account.

Please ensure that you use the correct transfer details, especially the “payment reference”. Please also make sure that you send a transfer for the exact amount of your order. You will have 14 days to complete the transfer, otherwise your order will be automatically cancelled.

On receipt of the transfer, your order will be visible to the brand, which will then be able to accept or refuse it. 

SEPA Direct Debit is a payment method that automatically debits the amount of your order from your bank account. To use it, select the "Payment by SEPA direct debit" option when making your payment, and follow the instructions to authorise the direct debit.

Please note that SEPA Direct Debit is not available for orders over €300 (incl. VAT).

At MOM, you can take advantage of discounts and special promotions regularly offered to registered professionals. These offers are announced on the site and via newsletters. Make sure you subscribe to receive the latest offers!

Each promotion is associated with a unique code. To take advantage of it, simply enter this code in the purchase tunnel in the "Enter a promotional code" field. This field is located under the basket summary. The discount will then be applied automatically to the amount of your order. Be sure to check the validity period of the code as well as the specific conditions for each promotion, as some offers may be limited in time or only apply to certain products.

In addition, the brands present on MOM may also offer their own promotions. These offers are indicated directly on the brand pages and on the product sheets concerned. So please take care when browsing products and do not hesitate to check if a special discount is available for an item you wish to purchase.

All orders will be paid automatically according to the payment terms selected at checkout.

For orders that must be paid upfront, payment will take place when the order is accepted by the seller. Your payment method selected at checkout will be automatically debited once the order has been shipped.

For orders paid for via our deferred payment provider Hokodo, payment will be made on the date indicated when the order was placed. For more information, see our section on deferred payment.

Please note that we are unable to change the payment terms of an order once it has been placed.

Once your order has been shipped, an invoice will be automatically generated and available in the "Order History" section of your account. You can download or print it at any time.

If you encounter any difficulties during payment, please contact our customer service team immediately. They will be able to help you resolve the problem and finalise your order.

If your payment is refused, first check that your bank card or SEPA direct debit details are correct.

If the problem persists, contact your bank to find out more, or try another payment method.

This lets you purchase and receive the stock, equipment, or materials you need for your business, without having to pay any of the cost for up to 30 days.

Hokodo is a digital payments company and Europe’s leading provider of Buy Now, Pay Later solutions for B2B e-commerce. By partnering with Hokodo, we are able to offer payment terms to the majority of our customers, while protecting all parties from risk. This concept is similar to the solutions proposed by Klarna or Oney but aimed at the B2B market.

Hokodo finance is available for LTD companies only and is subject to status and credit checks. These checks do not impact your credit score.

We use the name and address of your business to conduct a credit and fraud risk assessment, using a range of sources including Companies House.

You can pay for your purchase using your usual method, such as credit card or direct debit.

Most of the time, Hokodo can approve your business for payment terms in less than a second. Occasionally, when a manual review is required, it can take longer.

Yes, you will receive a reminder email 3 days before your payment due date, informing you that you will be charged (by your chosen payment method) in 3 days time.

Yes, you can settle your payments early by card or bank transfer. Contact support@hokodo.co and our customer support associate will provide you with the details you need to do this.

Once your invoice is past its due date, Hokodo will begin the dunning process. They will attempt to contact you by email and telephone. If necessary, a collections agency will become involved.

Currently, Hokodo’s payment plans can be accessed by buyers in France, Belgium, the Netherlands, Germany and Spain.

No, you can use Hokodo via your MOM account. You don’t need to take any action before selecting your payment terms at checkout.

You can place as many orders as you like using our solution, provided you do not exceed the credit limit of your account and keep up with any due payments.

No. We will not allow customers with unpaid invoices to place any new orders until their debt has been cleared.

Your eligibility depends on several factors that revolve around your business's credit worthiness and purchasing behaviour. Hokodo analyses your company, transactions and payment history in order to determine eligibility, and unfortunately if certain criteria are not met, we cannot offer you BNPL. That said, by continually paying on time upfront directly to the merchant, you are increasing your chances of being offered BNPL in the future.

Delivery times vary depending on the seller and the destination. You can find the indicative delivery time on the product page.

Delivery costs are determined by the sellers and vary according to the weight and size of the parcel and the destination. The exact costs will be indicated when you confirm your order.

Yes, once your order has been dispatched, the seller will provide you with a tracking number and a link to follow your delivery. This means you can check the status of your parcel at any time.

You can find this tracking number in the order history of your customer account.

You can confirm the good reception of your order from the order history in your customer area ("confirm the reception of my order"). By confirming delivery, you initiate payment to the seller. So make sure the state and compliance of the products before validating the reception. After that, the status passes to "closed" and you will therefore no longer be able to make complaints.

MOM is not responsible in the event of theft or loss of your order. If there is a problem during the delivery of your order, you can report it directly from your customer account. You must report any problem within 10 days after your order has been shipped.

If you encounter a problem with your order, you must report it within 10 days after the order has been shipped. Complaints relate solely to missing, deteriorated or apparent non-compliance products.

To report a problem, go to the order history in your customer account and select "return request". You will then be redirected to a form where you can indicate the order number, upload pictures of the items and add a comment to explain your problem.

Please note that MOM acts as a mediator and that the seller will decide to follow up on your complaint by offering you an exchange or a refund (full or partial) if the problem is proven.

MOM does not have a standard return policy. In the event of a problem with your order, you can submit a complaint through our functionality "I have a problem" from the order history in your customer account. Complaints relate solely to missing, deteriorated or non-compliant products. If your request complies with our criteria, the seller will offer you a return or a refund. You have 10 days after your order has been shipped to make a complaint.

If you no longer wish to receive our newsletters, you can unsubscribe at any time by clicking on the unsubscribe link at the bottom of each e-mail. You can also manage your communication preferences in the "Subscription" section of your account.

If you wish to delete your account, please contact our customer support teal, giving the reasons for your request. They will guide you through the deletion process.