Frequently Asked Questions
Placing an order
Can I add an item to an existing order?
Unfortunately, it’s not possible to add more items to an existing order when you have already placed the order and paid for it. You have to place a new order.
The item I want is sold out. Can I find it somewhere else?
On line, you can view which stores have bought the item you are looking for. Molo cannot guarantee that the item is still available in the store and in the size you want.
How long does it take to get my order?
Your order is sent out within 24 hours on weekdays. Your package is sent with GLS, and normally the time of delivery to addresses in Europe is 2-5 days after the date the order was sent. Molo cannot be held responsible for delays that are the responsibility of the shipping carrier.
I haven’t received my order, what should I do?
When you order ships from us, you receive an email with a track & trace number. Use this on the carrier’s web site to see the status of your order.
What should I do if an item is missing from my order?
If you receive your order and an item is missing, please contact us by telephone or mail as soon as possible so we can send the missing item as quickly as possible.
I need to change the shipping address on my order, what should I do?
To change the shipping address on an existing order, write to customer service with your order number and the necessary changes. Our customer service will contact you, telling you whether it was possible to make those changes.
How much does it cost to ship my order?
It depends on the land of delivery.
Which shipping carrier do you use in Europe?
You order is shipped by GLS.
Can I track my package?
When your order ships, you receive a track & trace number by mail so you can always track the status of your package on the carrier’s web site.
Which countries do you ship to?
Austria, Belgium, Croatia, Czech Republic, Estonia, Lithuania, Finland, Cyprus, France, Germany, Greece, Ireland, Netherlands, Italy, Latvia, Luxenbourg, Malta, Portugal, Slovakia, Slovenia, Spain, United Kingdom, Hungary, Poland, Bulgaria, Romania, Denmark, Sweden.
How does payment by credit card work?
When you reach the payment section of the site, you can choose to pay by Visa, Visa Electron, Mastercard, Maestro.
Only PBS has access to your credit card information, and we cannot charge more than the amount you have approved. You card is only charged when your order has left our warehouse.
There is no additional fee for shopping at molo.com.
Can I pay with PayPal?
No, unfortunately, this is not possible.
How do I know that it is safe to buy online at Molo?
molo.com has received the e-mark, which is the Danish accreditation for safe, online trading. We adhere to the strict standards of Internet trade, conduct and ethics mandated by laws set by the e-commerce foundation.
As an e-marked on line store, Molo conforms to the following:
- Marketing law
- E-trade law
- Consumer rights
- The Danish Act on Processing Personal Data
- Sale of Goods Act
- particular regulations and acts governing different branches and industries.
Can I get credit?
No, unfortunately, this is not possible.
Can I pay by bank transfer?
No, unfortunately, this is not possible
How long do I have to return items?
You have the right to return your order within 30 days of its purchase at Molo.com. The 30 days return policy also includes items on sale.
When you wish to return an item, simply fill in the Return Merchandise form, which is included with your order.
Please send the return order to our company address. Molo will not pick up any return orders sent to a parcel shops or other form of return/pick up store.
Where can I find the Return Merchandise Form?
Can I get a refunded for the item I am returning?
Yes, you will always get your money back for returned items.
Do I pay for the cost of shipping when I am returning an item?
Yes, you will have to pay for the cost shipping when returning an item.
How long does it take to receive my refund for the items that I have returned?
When you return an order, you are refunded the purchase price. The refund will be credited to the card that you paid with, within 5 days from the time the return order is received and we have checked to make sure that the items are not damaged in any way.
The amount I received as a refund was incorrect, what should I do?
Unfortunately, mistakes happen, so if you believe that your refund was for the wrong amount, please contact our customer service and provide them with your order number and the amount you believe you are entitled to.
Can I exchange my item for a different model or a different size?
If you wish to exchange an item you have to place a new order on molo.com for the item that you want, and send back the item you want returned to Molo within 30 days.
Do I pay the shipping costs on items that I want exchanged?
Yes, you do have to pay the shipping costs on items that you are exchanging.
There is something missing in my order, what should I do?
Unfortunately, try as we may, mistakes happen. If you received your order, and there appears to be something missing, please contact our customer service and provide them with your order number. We will look into the matter as quickly as possible.