FAQ

Have a question? Check out the Frequently Asked Questions below and you may find your answer.
If you still have questions, shoot us an email at
hello@molang.com

Contact Us

Molang.com support and customer service: hello@molang.com


We’re online 9am - 6pm Paris Time Zone, Monday Through Friday
Customer assistance is available in English and French.


For any other matters, check out our contact page here.

Will my order arrive on time for the Holidays?

To receive your Molang order on time for the Holidays,
place your order before the following dates:


France: 18/12/2020
Europe: 14/12/2020
International: 11/12/2020


Please note: Due to the current context, there is no guarantee that orders placed during the holiday season will arrive in time for the Holidays.


Free shipping in France until December 25th.

Do you ship Internationally?

We ship worldwide except to South Korea.

Some restrictions apply depending on certain territories. Restrictions are mentioned on the product page, and you will also be notified at Checkout.

What are the delivery methods, costs and time?

You can find all delivery options and information here.

When will my order ship?

Orders take an average of two business days to be fully processed and dispatched from the warehouse.

Do I have to pay duties and taxes on my order?

For orders within France, duties and taxes are included in the price.


For orders placed outside of France, payment of any duty and import tax is the responsibility of the customer and is collected at the time of delivery.


These charges are not included at checkout. They are determined by the customs regulations in the destination country and beyond our control. We are not able to estimate these fees as they vary from country to country. The best way to calculate the cost is by contacting your local carrier or customs office.


If the customer refuses delivery of their order due to a customs charge, the package will be considered abandoned and disposed of by the shipping carrier. The order will not be considered eligible for a refund.

Do you ship to PO Boxes?

Molang.com does not ship to P.O. Boxes for any U.S. Territory or international address. Any orders that include a P.O. Box will be canceled without notice.

Can I return my order?

Yes. You can return any order within 14 days after receiving it, excluding items that have been personalized. When purchasing a personalized item, the return policy will be mentioned on the product page.


To return, the item must be unused, unworn and in the same condition that it was received, including the original tags.


The customer is responsible for return shipping costs using
a trackable shipping method.

How can I return my order?

If you would like to return an item within 14 days after receiving your order, follow the steps below:


- Send an email to hello@molang.com to notify you would like to return the order. In the email, mention the order number (on the top left of the invoice) and the items you would like to return.


- Ship the products to the address below. Do not forget to put the initial invoice in the return package:


GREENLOG
MLGRETOUR40
Rue des Perrins49130
Les Ponts de Cé
FRANCE

The customer is responsible for shipping costs using a trackable shipping method.


Molang.com is not responsible for items that were never received due to shipping issues.
Once the order has been returned and inspected, you will receive an email notifying you on the status of the refund.
If the returned order passes inspection, a refund will be processed to your original payment method.

Can I exchange a product?

If you would like to exchange an item, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. 

Please note: Sale items can be exchanged and returned. If the item’s sale price is no longer valid at the time of exchange, the customer is responsible for paying the difference for the exchanged item.

Do you provide free return shipping labels?

We’re sorry, but shipping fees are non-refundable. You will be responsible for paying your own shipping costs when returning an item and for using a trackable shipping method.

How can I track my order?

If you placed your order as a visitor, please refer to the order confirmation email that you received.

If you created an account when placing an order, you can find your order status in the “My orders” section of your account.

What size should I order?

Please refer to our Size Guide here.

Please note that we mention any size specifications on product pages.

Which payment methods do you accept?

We accept American Express, Visa, MasterCard and Paypal payments. These are all secure forms of payment.


We do not store any data relative to your payment information.

Do you have discounts or promo codes that I can use for my order?

If you haven’t signed up for the newsletter - please do! We will let you know about the latest launches, news and offers.


While we may not offer discounts often, the newsletter will be the first to notify you of a special offer. To use a promo code, make sure that you’ve added all the items in your shopping cart, including sale items. Then enter the promo code in the dedicated box at Check-out. 

Please Note: Only one promo code can be applied per order.

What can I do if the product I want is sold out?

In general, if a product goes out of stock, it’s for good. This is due to the dynamic nature of our stock and our supply coming from around the world.

Limited Edition products will be clearly marked.
We always suggest subscribing to our newsletter to ensure you are getting first access to new products, promotions, and updates.

The newsletter will help you from missing out on any special drops!

How to care for my Molang product ?

You’ll find instructions on how to care for your product on every product page.You can always contact us should you need further information.

Do I need to create an account to order on Molang.com?

No, you do not need to create an account to place an order on Molang.com. If you want to create an account, you can do so at check-out.

What are the benefits of creating an account?

By creating an account on Molang.com, you will be able to keep a record of all your purchases, billing, and order tracking information.

You can also store multiple shipping addresses to expedite the check-out process. If you choose to receive emails (which we highly suggest!), you will also be the first to know about new products, promotions and all things Molang.com.

I forgot my password. What should I do?

Click on the “Forgot Password” option on your account page. An email with instructions will be sent to you to change your password.