Returns and Refunds - Cancel - Missing - Damaged - Lost

We aim to provide you an easy no hassle process to any returns, refunds, cancel, and any any other situation with your order(s)s with us.

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TOP QUICK FAQs

 

• What is nonreturnable and what is returnable merchandise?

Essential oils products are nonreturnable, due to the substance of ingredients, however, if there is an issue depending on the reason we can review to determine the appropriate resolution. In some cases, we can do a store credit or exchanges and shipping is by the customer end. We do want you to be happy with your purchase as we take great care in our creations to assist you as the customer so please reach out to us for we can expediently assist you.

Garments, apparel, mats, towels, slippers, jade rollers, all things under our accessories catalog collections are returnable within 30days that is the date of the delivery on the carrier tracking page. We do prefer in original packaging and any tags still on, not worn that it is unsightly to return back. You will be asked to send photos for the processing of that once approved. Return shipping is of the customer end.

 

• Can I cancel my order after ordering?

Yes you can and there is no restocking fee for that, as long as we have not sent it to the carrier we can cancel the order, otherwise, it will be when you get it then you have to return it back covering the return shipping for that. We wish to help you and resolve any issues quickly for you.

 

• How long will my package arrive?

"It depends on your location, below is a our grid to help guide you to when to expect you can receive your item. Once the item is purchased with your confirmation number it is automatically in fulfillment process instantly or within a few hours. Next, you will get a tracking number once your order is completed ready to ship to you for delivery.

Garments, apparel can complete fulfillment process phase in 4-5 business days, such as robes, slippers, mats, then once it is ready to be shipped you will get an emailed of that tracking and thats start the next business days to get to you.

If in the United States that delivery time can be from 5 business days or sooner or up to 7-12 business days, at times up to 14 business days. If internationally that can be more due to customs and we average your delivery time is in

 

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TOP QUICK FAQs | Membership Club

 

• Can I cancel the membership club?

Yes, you can anytime and there is no fees to do so. You have the option to cancel in your logged in dashboard. You will log in from MOLIAEBeauty.com and select to cancel, any issues reach out to us at info@moliaebeauty.com or thru our chat on site.

 

The monthly boxes are mainly random selections with notices of that month box to be sent, can we cancel that box and select another one or any credit towards a different one?

Yes, if in time you can ask for a substitution to any other box that would be of same value and theme of that month or you can ask for a custom box. Just contact us and we can help, as we do want the process to be enjoyable one to get your self care luxury healing experience.

 

• What about anything that is in the box returnable?

It will all fall under our normal return policy, essential oils are not, however you can contact us if there is issue for us to review. Garments can be if there are problems within 30 days.

• So to recap:

Essential oils products are nonreturnable, due to the substance of ingredients, however, if there is an issue depending on the reason we can review to determine the appropriate resolution. In some cases, we can do a store credit or exchanges and shipping is by the customer end. We do want you to be happy with your purchase as we take great care in our creations to assist you as the customer so please reach out to us for we can expediently assist you.

Garments, apparel, mats, towels, slippers, jade rollers, all things under our accessories catalog collections are returnable within 30days that is the date of the delivery on the carrier tracking page. We do prefer in original packaging and any tags still on, not worn that it is unsightly to return back. You will be asked to send photos for the processing of that once approved. Return shipping is of the customer end.

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Store Credit | Exchanges

 

• Do you offer online store credit for exchanges?

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

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• What if I am using one promo code and paid shipping but due to no double coupon option, I chose to purchase again same day to same address can I get a refund on the second order for shipping costs?
  

Yes! we will gladly refund you back the second shipping cost to the same address just two separate orders to the same address in the same day. Or if your order has not shipped yet, then we can do that too for one shipping cost. We appreciate your patronage!

Order Cancellation

All orders can be cancelled 100% guarantee until they are shipped with contingency print to design apparel, so please contact us to assure item has not left warehouse. 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.

Refunds

We offer a 30 day money back 100% guarantee under the following assertions with customers orders with exception to apparel print to design that are not see below:  (note: your tracking date of delivered is the date starting from the 30 day window) :

• 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 and ship out correct order as well as cover shipping cost to resolve the error and your convenience.
• If you are unsatisfied with your order – please contact our support within 7 days, see below, and we will do our best to help you out!
  

Customers will be responsible for paying return shipping costs for most situations, except as in error on our part with the order.

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.
• any apparel print to design on clothing or item product unless it is damaged and or defective, if so, then we will work towards a resolution of reshipment and or credit back to the customer.
  

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

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Perishable, Botanical Items

Due to the nature of skincare line, there are limitations in usage however, we want provide a way by chance you are not satisfied with your product purchase or changed your mind, you have 7 days from time of delivered stamp of your order to notified us to trigger a shipping label for you to return the item. You will be responsible for shipping once return is approved accepted to complete process. Thus, if you are not completely satisfied with the product you may return for a full refund with the following for processing and you cover shipping cost:

• 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 Beauty.

4821 Old National Hwy, Unit 2023

McDonough Ga 30253

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

For missing and damaged that is 14 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 support@moliaebeauty.com for our processing review. Customers have 14 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 14 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 14 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 support@moliaebeauty.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 support@moliaebeauty.com for assistance.

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

Wrong item(s) received: 

*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 14 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 ensure your package given the option. 

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Addendum

 

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled. If after 12 hours, please still contact us to help any way we can of next possible options available thereafter. 

Refunds

We offer a 100% 30 day money back guarantee on all products that are defective or damaged during shipping. If you are unsatisfied with your order – please contact our support customer service team and we will do our best to help you out!

Just let us know and we will provide a return address and a replacement or refund as preferred if applicable to all eligible returns.

Customers will be responsible for paying return shipping costs.

We do not issue the refund if:

• your order does not arrive due to factors within your control (e.g. incorrect shipping address)
• mail carrier stamped delivered but recipient stating not received (please talk with your neighborhood postal carrier service) and contact us so we can assist in anyway as deem possible.
• product in some cases not in original amount condition contents, and original packaging
• timeline of receipt is beyond 30 days policy or *45 days policy during special season ordained by MB holidays promotions this will be noted on receipt

*(Delivery date) You can submit refund requests. You can do it by sending a message on Contact Us page.