Frequently asked questions
Faqs
Shipment
Do you send internationally?
Yes, we do! We send to many countries all over the world. Since there are so many different provisions, as an importer of our products you are responsible for knowing what can be introduced and executed at your location and in what quantities. You can find the shipping costs on our checkout page. Please pay for international orders with a delivery time of up to 3 weeks.
If we do not offer shipping to your country, you still have the opportunity to contact our customer service and give up an order with a minimum order value of € 300.
How do I report a problem with my order?
We understand that occasionally not everything goes according to plan when ordering. Whether it is a shipping problem, a lack of or wrong delivery, a damaged can or another matter - we are there for you to assist you in every phase. Do not hesitate to contact us. Our customer service team is there for you and is very interested in solving your problem. Feel free to send us all the details, pictures or other information that you think you could be helpful. Your feedback is invaluable for us. If there are aspects of your shopping experience that we can improve, please let us know! We always strive to feel as good as we are as happy to have you as part of our community.
How do I recognize whether my order has been lost on the shipping route?
We strive to offer all of our customers first -class products and excellent service.
Unfortunately, however, it can happen that an order is lost during shipping. After your order is given, you will receive a confirmation email with the order details.
As soon as your order leaves our warehouse and handed over to the shipping service provider, you will receive another email with the tracking tracking.
Domestic shipments should arrive within 10 days and international orders within 3 weeks. If your order has not arrived at you after these deadlines, it is possible that it is still on the shipping route or has been lost. In such a case, please do not hesitate to contact us. We are always there for you and will do everything in our power to help you!
How long does my order take?
Your order is delivered within 2-4 working days (within Germany, Austria and Switzerland). During certain times of the season and at discounts, there may be longer delivery times. Note that there is no delivery on Sundays and public holidays. Once you have ordered items with different delivery times, we will send the goods in a common shipment if we have not made any different agreements with you. In this case, the delivery time is determined according to the article with the longest delivery time, which you ordered.
Do I get a notification as soon as my order has been sent?
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 the entrance. This email will be sent at the current time via our shipping partner Weship.
(When paying in advance, orders only go to the processing of our shipping camp via. In any case.
What to do if my package cannot be found at the specified location?
We'Re sorry you haven't bee to Locate Your SHIPMENT at the desired location so far. We Recommend First Contacting All Possible Persons Who May have take 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 DISAPARS FROM THIS LOCATION, We unfitunately 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 freely 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?
After you have placed an order, the fulfillment process for your order has started and it can no longer be changed or canceled. We are working as soon as possible to send your products to you as soon as possible. If you have ordered a product that is not available in stock or only with delivery delay and you want to cancel, please contact us.
For all future subscription orders, you can make changes, adjustments or updates in your account. Register and click on "Subscriptions".
Where can I find the invoice for my order?
For reasons of sustainability, we do without a printed paper bill in the packages. You will receive the invoice automatically by email after your order.
You can also simply contact customer service and we will send you the invoice again.
If you have decided on a payment via Klarna, please send the payment amount directly to Klarna and not to us. Klarna will send you a separate email with the details of your payment.
Why didn't I get any order confirmation?
The order confirmation including the order number is automatically sent to the email address specified when buying. If you cannot find this email, we would like to ask you to also check your spam folder for the entrance.
How can I change my order?
Unfortunately, the change (as well as the adding) of articles is not possible when the order has already been completed. For other products, however, you are welcome to place a new order via the shop.
returns
How can I send a product back?
You don't want to keep the ordered product or have you bought the wrong article or the wrong amount? Something like that happens! You have a 30-day right of return with us. Within this time you can send the unopened article back to the following address for the reimbursement:
For orders from Germany:
Moleqlar GmbH C/O Weship Fulfillment
Geretsrieder Strasse 28
84478 Waldkraiburg
Germany
For orders outside of Germany (International):
Moleqlar GmbH
Frikusweg 10
8141 Premstätten
Austria
Important: Please send the goods back insured (package with shipment sequence number, not as a parcel), since the parcel service is not liable for the value of the goods in the event of a loss.
Important: Please add a note to the return with your order number so that our warehouse employees can assign the goods.
The return takes place at your own expense and is not taken over by Moleqlar.
Please contact us in advance using our contact form so that we can edit your return when arriving without delay!
After receiving and processing the return, we will of course refund the purchase price. This can take up to 14 days. Please note that we only accept unopened goods to return.
How can I exchange a product?
We do not offer an exchange including offsetting individual item prices. If you wish the return of an article, please send it back to us. Please note that we can only accept the return of unopened products.
For further or alternative items you can then place a new order.
When can I expect my refund?
The refund will take place as soon as possible after processing your return. Please understand that this can take up to 14 days.
Technical problems
Why can't I complete my order?
Why can't I complete my order?
We would ask you to check these points:
- Did you provide all the necessary information with a star (*)?
- Did you enter your address correctly?
If a conclusion is not possible, please contact our employees.
Why doesn't my order go through?
There can be various reasons why an order does not go through. If you have difficulty completing an order, we recommend that you try the following steps to remedy the problem:
- Try to give up your order in another browser.
- Try to give up your order from another device.
- Try to give up your order with a different internet connection.
- Try to complete your order with another payment method.
If none of these steps lead to success, please contact our customer service team. We are always there for you and are very interested in helping you!
Why was it debited twice?
After a purchase, several booking lines can appear as a double burden from us - sometimes with different amounts.
Therefore, please do not worry, these pre -bookings will usually have fallen off your account within the next 72 hours.
If the double load 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.
Do you have any further questions or inquiries?
Contact our team!
