Frequently Asked Questions (FAQs)
Q1: How do I place an order?
It's simple and easy, you can place your order in three steps:
1)Choose your product from the catalog.
2)Select the size and color (if have) on the product page, and click "Add to Cart".
3)Fill in your shipping and billing details, and then complete the checkout step by step.
Absolutely Yes, we offer worldwide shipping. Using trusted couriers and shipping partners (FeDex, DHL, UPS), Molinen offer door to door delivery for most countries.
Q3：Do you deliver to PO Box addresses?
Sorry, we don't accept PO Box, the shipping company will refuse the address.
Q4：What shipping methods do you provide?
We use Express shipping method, like FeDex, DHL, UPS.
Q5：Do I have to pay custom charges & import duties?
Import duties, taxes and charges are not included in the item price or shipping charges. Customers need to pay it in case it happens. In very rare cases, customers will pay the duties. Meanwhile, when shipped out, our best practice is to mark a small value on the package, for example, $20~$50, even if the duties happened, the duties will be acceptable.
Q6：Can I track my order?
Yes, You will receive the tracking number via email once the order has been shipped out.
Q7：How long will it take to receive my order?
All orders are processed and shipped within 3 working days.
Most orders are shipped within 48 hours. Once shipped out, you will receive an email with tracking number included.
In normal cases, the shipping time takes approximately 7-10 days for most countries and locations.
Q8: My parcel is showing delivered but I didn't receive it.
Please check with your neighbours or your local post office as couriers can deliver parcels to different addresses or local post office if there is no answer at delivery point. You should also receive a notice from the courier explaining where the parcel was delivered.
Q9: What payment methods do you accept?
We accept Paypal, debit/credit card payment (Visa, Master, American Express, JCB and etc), including debit cards and Apple Pay. All payments are secured and encrypted to protect your card details.
Q10: I can't make the payment successfully, errors occurred.
There do exist some cases regarding payment not going through, Please check your credit card company or try again by using a different card. In most cases, Trying a different card and retries may succeed. If it still doesn't work, please contact your issuing bank and ask them to unblock the payment. and then try to order again.
Q11: How do I cancel or amend my order?
Please contact us for any changes or cancellation request.
CANCELLATION:
1)CANCELLING ORDERS (UNSHIPPED OUT)
If you are cancelling your order which has not yet to be shipped out, please kindly contact us via email.
For the fastest resolution, please include your order number.
2)CANCELLING ORDERS (SHIPPED OUT)
If you are canceling orders when your parcel has already been shipped out or on its way to destination, please submit a return request after you receive the parcel. we will refund your payment after deducting shipping costs. Refund will be issued once we receive the parcel returned.
Q12: Can I return if I don't like it?
Yes, we accept returns. We strive to make our customers 100% satisfied with what they've purchased from us. please contact us and our team will assist you right away.
Q13: What if the size not fitting? or the parcel is damaged?
When you place the order, please check the size details in the product description section and choose the correct size. If parcel is damaged, please contact us within 7 days and submit a return request, or we will re-ship them out to you free of charge or offer you the reimbursement.
Q14: Do you offer wholesale service?
Yes, please contact us or place a test order to check our quality and service.