faq molli
quickly access answers to your questions about our services, including orders, deliveries, returns, and much more
order on molli.com
is it possible to reserve a molli item?
unfortunately we do not have the possibility to reserve a molli piece for online orders
how can i check the availability of an item?
the advertised stock available on molli.com corresponds to the entire stock of our network
if an item you are interested in is no longer available, you will be able to subscribe to the availability alert by entering your email address to receive a notification as soon as the model is back in stock
is it necessary to create a molli account to make purchases on the molli website ?
it is not necessary to have an account to make purchases on the molli site
nevertheless, we encourage you to identify yourself in order to be able to access your current orders, your purchase history and our private sales
order tracking
how can i track my order?
you can track the status of your order:
- by clicking on the "see my order" link in the confirmation email
- by logging into your molli customer account in my account/my orders area
the parts ordered may come from several warehouses and a first shipment is made to collect your entire order ; several shipping notifications may be sent to you corresponding to these different stage
how can i modify an order?
once your order confirmation email has been received, it is unfortunately no longer possible to modify the order
we advise you to place a new order for the desired part, then to wait for the reception of your first order and to proceed with a return
is it possible to cancel an order?
once the order confirmation email has been received, it is unfortunately no longer possible to cancel it
we advise you to wait for the receipt of the latter and to proceed with a return
what should i do if i am absent during delivery?
in case of absence during the delivery, the carrier leaves a transit advice note or contacts you to schedule a new delivery
in the event of a delivery problem or delay, please contact your carrier directly
you will find the tracking number for your order in the order confirmation email or directly in your molli account
if the package is displayed as "delivered" on the carrier's website but you have not received it, please contact our customer service by email by writing to eshop@molli.com (monday to friday from 9:30 a.m. to 5 p.m.)
are international orders subject to customs fees?
for all orders outside the euro zone, we have ensured that shipping, customs duties and taxes are included in the final price, so when you receive your order, you will not have to pay anything extra
delivery methods and costs
Metropolitan France
- free delivery in France from €250 purchase
- standard home delivery: €6,90
- delivery to a molli store : free
depending on the location of our stocks and/or the store selected, please allow between 3 and 5 working days to receive your order, an e-mail will be sent to inform you of its dispatch or its availability in store
during periods of private sales and sales our deadlines may be extended
European Union
free delivery in Belgium from €250 purchase
standard home delivery: €11,90
depending on the location of our stocks and/or the store selected, please allow between 3 and 5 working days to receive your order, an e-mail will be sent to inform you of its dispatch or its availability in store
during periods of private sales and sales our deadlines may be extended
Switzerland
standard home delivery: CHF 14.90
free delivery from CHF 250 purchase
depending on the location of our stocks and/or the store selected, please allow between 3 and 5 working days to receive your order, an e-mail will be sent to inform you of its dispatch or its availability in store
during periods of private sales and sales our deadlines may be extended
for all orders outside the euro zone, we have ensured that shipping, customs duties and taxes are included in the final price, so when you receive your order, you will not have to pay anything extra
United-Kingdom
standard home delivery: £14.90
free delivery from £250 purchase
depending on the location of our stocks and/or the store selected, please allow between 3 and 5 working days to receive your order, an e-mail will be sent to inform you of its dispatch or its availability in store
during periods of private sales and sales our deadlines may be extended
for all orders outside the euro zone, we have ensured that shipping, customs duties and taxes are included in the final price, so when you receive your order, you will not have to pay anything extra
United-States
standard home delivery: $14.90
free delivery from $250 purchase
depending on the location of our stocks and/or the store selected, please allow between 3 and 5 working days to receive your order, an e-mail will be sent to inform you of its dispatch or its availability in store
during periods of private sales and sales our deadlines may be extended
for all orders outside the euro zone, we have ensured that shipping, customs duties and taxes are included in the final price, so when you receive your order, you will not have to pay anything extra
rest of the world
standard home delivery : 19,90€
depending on the location of our stocks and/or the store selected, please allow between 3 and 5 working days to receive your order, an e-mail will be sent to inform you of its dispatch or its availability in store
during periods of private sales and sales our deadlines may be extended
for all orders outside the euro zone, we have ensured that shipping, customs duties and taxes are included in the final price, so when you receive your order, you will not have to pay anything extra
returns and refunds
how to make a return from metropolitan France?
an item you ordered does not suit you?
you can return it within 14 days from the date it was received
go to our return portal where you can edit your return prepayed slip or go to one of our four parisian boutiques
returns shipped from France are free
> if the product is returned to us stained, we will not be able to make a full refund and will make a deduction for restoring it to its original condition: 10€ per item for dry-cleaning
> if the product is returned to us damaged or without its label, we will not be able to issue a refund
they must be packed in a solid box or a bubble envelope accompanied by the invoice or delivery note
how to make a return from abroad (outside France)?
an item you ordered does not suit you ?
you can return the order within 14 days from the date of receipt
please visit our return portal where you can generate your prepaid label, which will be deducted from your refund (be sure to copy and paste the "#" before the order number, for example: #12345)
Return fees:
- european union: 15€
- united states: 20€
- switzerland: 20€
- united kingdom: 20€
- rest of the world: 25€
> if the product is returned to us stained, we will not be able to make a full refund and will make a deduction for restoring it to its original condition: 10€ per item for dry-cleaning
> if the product is returned to us damaged or without its label, we will not be able to issue a refun
what is the refund processing time ?
upon receipt of the package, the refund is triggered within 3 working days on the credit card used for the purchase
is it possible to exchange a molli piece?
it is not possible to exchange a molli piece
we advise you to place a new order for the desired part, then to wait for the reception of your first order and to proceed with a return
caring for your molli piece
washing woolen knitwear
in order to protect the fineness, suppleness and length of the fibers of pure new molli wool, knitwear should be washed by hand in cold water, it is necessary to use a special wool detergent with a neutral ph which will retain all its natural properties
do not use fabric softener or bleach, or leave the models to soak as this will damage the fibres, then, rinse several times with clear water and wring the models very gently so as not to twist or deform them
some molli models are particularly perforated and therefore fragile
in this case, dry cleaning is necessary in order to always keep the fall and the quality of these parts
it is therefore important to refer to the indications on the composition label
washing cotton knitwear
in order to keep the fineness and length of the fibers of pure soft combed cotton, the knitwear should be machine washed on a delicate program at 30° maximum (only diapers, bodysuits and t-shirts from the birth line can be washed at 40°)
do not use fabric softener or bleach then prefer a light spin to avoid twisting or deforming the model
drying molli knitwear
in order to keep their shape and hold, all molli models must dry flat on a towel. the dryer is prohibited, as is hanging them on a hanger as this would deform them
direct sources of heat should also be avoided as they risk damaging the fineness and length of the fibres
drying in the sun is also strictly discouraged in order to avoid yellowing
ironing molli knitwear
molli knits should be ironed with a low iron on the reverse so as not to damage the fibers of the materials
it is also strongly recommended, for models in pure new wool, to apply a damp cloth between the iron and the garment so as not to shine the fibres
other molli knitwear needs
over time, the mesh may snag or pill at certain friction points
for this, there are small devices specially designed for the maintenance of knitwear
to catch the snags, small hooks, very easy to use, exist to re-mesh the threads of the models
to remove pilling, anti-pilling razors are very effective and in no way damage the sublime and softness of the models