frequently asked Questions soft
order on molli.com
book a molli room
unfortunately we do not have the possibility to reserve a molli piece for online orders.
find out 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.
molli customer account
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.
tracking control
tracking control
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 your 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 stages.
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.
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.
absence 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.).
customs
any order placed on the site and delivered outside of france may be subject to any taxes or customs duties which are imposed when the package reaches its destination. these customs duties or these possible taxes related to the delivery of an article are the responsibility of the customer and are his responsibility.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (dhl, ups, fedex) the customs charges cannot be reimbursed by the latter.
to know the applicable customs duties or taxes, it is up to the customer to inquire with the competent authorities of his country.
in the event of a dispute with a customer, the French courts will have sole jurisdiction.
due to the new brexit law, customs fees may be charged to customers located in the united kingdom.
delivery methods and costs
Metropolitan France
- standard home delivery: €10 (free from purchases over €250).
- delivery to a molli store: free
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
- standard home delivery: €15-20
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
monaco
- standard home delivery: €20
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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.
united states and canada
- standard home delivery: €30
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
any order placed on the site and delivered outside of France may be subject to taxes or customs duties. these are the responsibility of the customer and payable by the carrier upon delivery.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (DHL, UPS, FedEx) the customs charges cannot be reimbursed by the latter.
Switzerland and Great Britain
- standard home delivery: €30
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
any order placed on the site and delivered outside of France may be subject to taxes or customs duties. these are the responsibility of the customer and payable by the carrier upon delivery.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (DHL, UPS, FedEx) the customs charges cannot be reimbursed by the latter.
Asia
- standard home delivery: €40
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
any order placed on the site and delivered outside of France may be subject to taxes or customs duties. these are the responsibility of the customer and payable by the carrier upon delivery.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (DHL, UPS, FedEx) the customs charges cannot be reimbursed by the latter.
Oceania
- standard home delivery: €40
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
any order placed on the site and delivered outside of France may be subject to taxes or customs duties. these are the responsibility of the customer and payable by the carrier upon delivery.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (dhl, ups, fedex) the customs charges cannot be reimbursed by the latter.
rest of the world
- standard home delivery: 15 - 40€
depending on the location of our stocks and/or the store selected, please allow between 5 and 10 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
any order placed on the site and delivered outside of France may be subject to taxes or customs duties. these are the responsibility of the customer and payable by the carrier upon delivery.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (dhl, ups, fedex) the customs charges cannot be reimbursed by the latter.
returns and refunds
make a return from mainland France
an item you ordered does not suit you?
you can return it within 15 days from the date it was received.
go to our return portal where you can edit your return slip or go to one of our three Parisian boutiques.
the returned item(s) must show no trace of use, no perfume, no trace of make-up and must never have been washed.
they must be packed in a solid box or a bubble envelope accompanied by the invoice or delivery note.
in the event that the product is returned stained, damaged or without its label, we will not be able to proceed with the full refund.
make a return from the European Union
an item you ordered does not suit you?
you can return the order with the carrier of your choice with tracking of the package within 15 days from the date of receipt at the following address:
molli shop
252 boulevard saint germain
75007 paris, france
telephone: 01 43 25 87 91
make a return from abroad (outside the European Union)
an item you ordered does not suit you?
you can return your order via dhl within 15 days from the date of receipt to the following address:
molli shop
252 boulevard saint germain
75007 paris, france
Telephone: 01 43 25 87 91
the returned item(s) must show no trace of use, no perfume, no trace of make-up and must never have been washed.
they must be packed in a sturdy box or bubble wrap.
in the event that the product is returned stained, damaged or without its label, we will not be able to proceed with the full refund.
please note that in case of return of one or more item(s) in accordance with the reimbursement policy of the main carriers (DHL, UPS, FedEx) the customs charges cannot be reimbursed by the latter.
repayment deadlines
upon receipt of the package, the refund is triggered within 3 working days on the credit card used for the purchase.
exchange a Molli coin
it is not possible to exchange a molli coin.
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.
interview
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). wash at 40°).
do not use fabric softener or bleach then prefer a light spin to avoid twisting or deforming the models.
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.
