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Returns and Refunds - Cancel - Missing - Damaged - Lost

Refunds

We offer 30 days return policy on damaged items arrived for a refund, contact us within seven days to start and expedite that process.

For Apparel and accessories entailing printable designs or wording they are made to order and non-refundable. If there is a defect, however, please contact us as soon as you can so we can work with our vendor to expedite a resolution. 

We offer a 30 day money back 100% guarantee under the following assertions with customers orders:  Your tracking date of delivered is the date starting where we offer a money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred. **See below for further detailed breakdown of situations regarding any aforementioned issues:

  • Refunds for items you wish to return that are not above mention must be returned in its original packaging and unused. 
  • If you received the incorrect order or quantity, we will make all adjustments to issue out a refund or manage the appropriate measure to remedy satisfactory outcome.
  • If you are unsatisfied with your order – please contact our support and we will do our best to help you out!

Customers will be responsible for paying return shipping costs.

We typically do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • if not received with the original packaging sent initially
  • if contents were used, seal broken, etc. 

*You can submit refund requests by sending a message on contact us page.

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We have a 30 day return policy, if you are not completely satisfied with the product you may return for a full refund with the following for processing and notation that once approved the processing can take up to 72 hours in most cases once the return item reached back to us for review of your request.

  • Will need to return in original packaging, if not available your own noted in ticket request for refund will suffice
  • Product should be unopened
  • Include order slip with the order number or slip document order details that lists your (a) your name (b) your mailing/shipping address (c) your email and phone (d) and the reason for the return
  • Select your mail carrier to ship the return to us – make sure to obtain a tracking number for you and us to monitor transit back. Send to:
  • Attn: Returns c/o MOLIAE /MOLIAE Beauty LLC.

320 W. Lanier Ave Suite 220

Fayetteville, Ga 30214

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Do you offer online store credit for exchanges?

Yes! we are happy to provide a store credit. Please contact us so we can assist you on your request.

Order Cancellation

All orders can be cancelled 100% guarantee until they are shipped. If your order has been paid and you need to change or cancel it, we can help please contact us within 24 hours so we can expedite the next steps in processing before shipping status. Once the shipping transit is in status process, it can no longer be cancelled.

MISSING – DAMAGED – NEVER RECEIVED – WRONG ITEM - LOST ITEM

For missing and damaged that is within 7 days from the timestamp of stamped delivered to shipping address by the customer because the nature of our products, you will need to report missing and/or damaged issues to submit a ticket to info@moliae.com for our processing review. Customers have 7 days to open a ticket regarding wrong, missing, and/or damaged items. This time period begins when the package is first scanned as "delivered" by the shipping service. Therefore, if ticket is marked issue reflects missing, never received, damaged and/or problem and beyond please note - that you have 2 weeks from the date the carrier tracking number update status stated you received your order to report any missing or problems with your order. 

You must report any issues regarding your order within 7 days of the package being scanned as "delivered" by your chosen shipping service. After that 14 day period, unfortunately, we would no longer assist you due to the time lapse to aim in capturing what cause such an situation.  Here is the list of issues we can resolve within 7 days.

  1. Missing packages after being updated as "delivered": Please be aware if you open a ticket regarding this the same day the package was scanned as "delivered", we will ask you to wait one more business day for its arrival as it usually has been prematurely scanned. 
  2. Damages to product(s) in transit: Please be aware that you must take a photo for us to verify any damages. For any damaged products, it would help us to resolve the issue more quickly if you could take pictures of the damaged products and send them over to us using our ticket system. Our staffs will look into the issue and an appropriate action will be taken.
  3. Stolen packages: Please be aware that if you believe your package was stolen, we ask that you first contact your local authorities. You must either provide us with a new shipping address or agree to "signature requirements" for all future orders. 
  4. Missing item(s): Please be aware that we pre-weigh all our shipments with a scale connected to our shipping software. We maintain all records of weight to ensure orders have been completely fulfilled. If you suspect that you are missing an item, please thoroughly check the package and/or the area you opened the package (to make sure nothing fell out). If you still can't find the item(s), please promptly open a ticket with us and take a picture of how you received the package and the weight of the package (package and scale weight must both be visible). If you think one or more products in your order is/are wrong or missing, please contact us immediately by submitting a ticket.

LOST PACKAGE

Our aim is to assist you as best as we can, therefore, the prompt measure to report with documentation to track packages is imperative to expedite resolution. Below is a grid process to how we manage tickets request for lost package:

ORDER VALUES LESS THAN $200: If tracking says your order has been delivered, but you didn't receive it. Before contacting us and to help assist you better, please look around your house, front porch, back door or any hidden area that the package could have been left there. If you still can't find your order, please reach out to us at  info@moliae.com. and we will open an investigation and determine an appropriate action to resolve the issue.

ORDER VALUES MORE THAN $200: We require a signature at the time of delivery for all orders over $200. If you still didn't receive your order after your order was said to be delivered, please reach out to us at  info@moliae.com for assistance.

If your order is over $200 and you have requested for no signature for your order, unfortunately, MOLIAE will not be responsible for any potential loss of your order.

Wrong item(s) received: 

*If you have the wrong item(s), we offer 30 days return policy to give you time to return the wrong item, so we can then ship out the order preferred. If you order the wrong item, same policy above as mention within the thirty-day window to return the item(s). If you wish to exchange the item(s) for another item, we can do that not a problem, so you can receive what you really desire and want. *If any in below situation a photo of the product received is required along with a ticket claim for processing review:

  1. Exchanging unopened item(s): Please be aware of return, please provide a photo of item to avoid any damaged associated perhaps during shipping for documentation for not a restocking fee if the item is damaged during return transit. 
  2. Returning unopened item(s): Please be aware that you may be subjected to a restocking fee and/or rejection of a return if the item isn't in re-sellable condition. 
  3. Returning opened item(s): We may reject such a request due to nature of our products and therefore, there are very few exceptions to this. 

Issues with orders reported after 7 days can't be resolved and there are no exceptions to this. We thank you for your patronage and understanding. If you have any questions, please feel free to reach out to us. 

 

DELAYS or ISSUES WITH MAIL CARRIER

Because of the nature of the logistics of most mail carriers, we will not be responsible for delays or issues with delivery associated with such third parties. We do suggest to insure your package given the option. 

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