frequently asked questions 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

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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 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

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 ?

any order placed on the website and delivered outside of france, switzerland, united kingdom and united states 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

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
  • free delivery in Belgium from €250 purchase

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, Switzerland and United Kingdom

  • standard home delivery: €25 (United States and United Kingdom)
  • free delivery in Switzerland from €250 purchase

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 website and delivered outside of France, Switzerland, United Kingdom and United States may be subject to any 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

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 website and delivered outside of France, Switzerland, United Kingdom and United States may be subject to any 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 website and delivered outside of France, Switzerland, United Kingdom and United States may be subject to any 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 website and delivered outside of France, Switzerland, United Kingdom and United States may be subject to any 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 website and delivered outside of France, Switzerland, United Kingdom and United States may be subject to any 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

how to make a return from metropolitan 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

if the product is returned stained, damaged, or without its label, we will not be able to proceed with a full refund and will make a deduction of €10 to €20 per item for refurbishment

how to make a return from the European Union ?

an item you ordered does not suit you ?

you can return the order within 15 days from the date of receipt at the following address :

molli boutique

252 boulevard saint germain
75007 Paris, France
telephone: 01 43 25 87

if the product is returned stained, damaged, or without its label, we will not be able to proceed with a full refund and will make a deduction of €10 to €20 per item for refurbishment

how to make a return from outside the European Union ?

an item you ordered does not suit you ?

you can return the order obligatorily with dhl within 15 days from the date of receipt at the following address :

molli boutique

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

if the product is returned stained, damaged, or without its label, we will not be able to proceed with a full refund and will make a deduction of €10 to €20 per item for refurbishment

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). 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