Frequently asked questions
FAQs
Shipping
Do you ship internationally?
Yes, we do! We ship to many countries around the world. Since there are so many different regulations, as an importer of our products you are responsible for knowing what can be imported and exported at your location and in what quantities. You can find the shipping costs on our checkout page. Please allow up to 3 weeks for delivery for international orders.
If we do not offer shipping to your country, you still have the option of contacting our customer service and placing an order with a minimum order value of €300.
How do I report a problem with my order?
We understand that sometimes things don't go according to plan when placing orders. Whether it's a shipping issue, a missing or incorrect delivery, a damaged can or any other matter - we are here to support you at every stage. Don't hesitate to contact us. Our customer service team is here to help you and is eager to resolve your issue. Feel free to send us any details, pictures or other information you think might be helpful. Your feedback is invaluable to us. If there are aspects of your shopping experience that we can improve, please let us know! We always strive to make you feel as comfortable as we are happy to have you as part of our community.
How do I know if my order was lost in transit?
We strive to provide all of our customers with superior products and service.
Unfortunately, it can happen that an order gets lost during shipping. After placing your order, you will receive a confirmation email with the order details.
As soon as your order leaves our warehouse and is handed over to the shipping service provider, you will receive another email with the shipment tracking.
Domestic shipments should arrive within 10 days and international orders within 3 weeks. If your order has not arrived after these deadlines, it is possible that it is still in transit or has been lost. In such a case, please do not hesitate to contact us. We are always here for you and will do everything in our power to help you!
How long does it take for my order to ship?
Your order will usually be delivered within 2-4 working days (within Germany, Austria and Switzerland). During certain seasons and during discount campaigns, delivery times may be longer. Please note that there is no delivery on Sundays and public holidays. If you have ordered items with different delivery times, we will send the goods in one shipment, unless we have made different agreements with you. In this case, the delivery time is determined by the item with the longest delivery time that you ordered.
Will I receive a notification once my order has shipped?
As soon as your order has been handed over to the shipping service provider, you will receive an automatic shipping confirmation by email. If you cannot find this email, we would ask you to also check your spam folder for receipts. This email is currently being sent via our shipping partner weship.
(If you pay in advance, orders will only be processed in our shipping warehouse once payment has been received. This usually takes place no later than 2 working days after you have made the transfer.)
What should I do if my package cannot be found at the specified location?
We're sorry you haven't been able to locate your shipment at the desired location so far. We recommend first contacting all possible persons who may have taken the package.
Please note the following regarding desired drop-off locations:
If you grant our shipping carriers a drop-off permission, MoleQlar is liable until delivery to the desired drop-off location. If the shipment disappears from this location, we unfortunately cannot use the carriers' package insurance. For this reason, choose a possible desired drop-off location with great care. Your desired drop-off location should be accessible to the carrier, but at the same time secure, so that strangers cannot simply take your shipment.
Orders
How can I change, cancel or update my order?
Once you place an order, the fulfillment process for your order has begun and it cannot be changed or canceled. We are working as quickly as possible to get your products to you as soon as possible. If you have ordered a product that is out of stock or has a delayed delivery and you would like to cancel, please contact us.
For all future subscription orders, you can make changes, adjustments or updates in your account. Sign in and click “Subscriptions.”
Where can I find the invoice for my order?
For reasons of sustainability, we do not include a printed paper invoice in the packages. You will automatically receive the invoice by email after placing your order.
You can also simply contact customer service and we will send you the invoice again.
If you have decided to pay via Klarna, please transfer the payment amount directly to Klarna and not to us. Klarna will send you a separate email with the details of your payment.
Why haven't I received an order confirmation?
The order confirmation including the order number will be automatically sent to the email address provided during purchase after receipt of your order. If you cannot find this email, we would ask you to also check your spam folders for receipts.
How can I change my order?
Unfortunately, changing (or adding) items is not possible if the order has already been completed. However, for additional products you are welcome to place a new order via the shop.
Returns
How can I return a product?
You don't want to keep the product you ordered or you bought the wrong item or the wrong quantity? Things like that happen! You have a 30-day right of return with us. Within this time you can return the unopened items for a refund to the following address without giving any reason:
For orders from Germany:
MoleQlar GmbH c/o WeShip Fulfillment
Geretsrieder Strasse 28
84478 Waldkraiburg
Germany
For orders outside Germany (international):
MoleQlar GmbH
Frikusweg 10
8141 Premstätten
Austria
Important: Please be sure to send the goods back insured (package with tracking number, not as a parcel), as the parcel service is not liable for the value of the goods in the event of loss.
Important: Please enclose a note with your order number with the return so that our warehouse staff can allocate the goods.
Return shipping is at your own expense and will not be covered by MOLEQLAR.
Please contact us in advance using our contact form so that we can process your return without delay when it arrives!
After receiving and processing the return, we will of course refund you the purchase price. This can take up to 14 days. Please note that we only accept unopened goods for return.
How can I exchange a product?
We do not offer an exchange including charging individual item prices. If you would like to return an item, please send it back to us. Please note that we can only accept the return of unopened products.
You can then place a new order for additional or alternative items.
When can I expect my refund?
The refund will be made as soon as possible after your return has been processed. Please understand that this can take up to 14 days.
Technical problems
Why can't I complete my order?
We would ask you to check these points:
- Have you provided all the required information marked with an asterisk (*)?
- Did you enter your address correctly?
If it is still not possible to complete the course, please contact our staff.
Why isn't my order going through?
There can be various reasons why an order does not go through. If you are having trouble completing an order, we recommend you try the following troubleshooting steps:
- Try placing your order in a different browser.
- Try placing your order from another device.
- Try placing your order using a different internet connection.
- Try completing your order using another payment method.
If none of these steps are successful, please contact our customer service team. We are always there for you and are very interested in helping you!
Why was there a double debit?
After a purchase, it may temporarily happen that several booking lines appear as double charges from us - sometimes with different amounts.
Please don't worry about this, these pre-bookings will usually be removed from your account within the next 72 hours.
If the double charge is still on your account after 72 hours, please do not hesitate to contact us. We are always there for you and will be happy to help you.
Questions about the test kit?
You can find them on the product page of the respective item
Do you have any further questions or requests?
Get in touch with our team!
