Returns and Refunds - Cancel - Missing - Damaged - Lost
We strive to make every return, refund, cancellation, or order-related request a smooth and hassle-free experience for you.
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TOP QUICK FAQs
MOLIAE Beauty Return Policy
At MOLIAE Beauty, we take great care in crafting and curating our products to ensure your satisfaction. While we hope you love every purchase, we understand that returns may occasionally be necessary. Below is a clear outline of what is nonreturnable and what is returnable under our policy.
Nonreturnable Items
Essential Oils
- Due to the nature and purity of the ingredients, essential oils are nonreturnable once shipped.
- However, if there is an issue with your order (such as damage, leakage, or an incorrect item), please contact us. We will review the situation and determine the best resolution, which may include a store credit or exchange.
- Personalized or Monogram apparel or other products are nonreturnable
- In addition, snacks, lemonade-and lemonades-teas, popcorn are nonreturnable, upon review a resolution of a store credit or exchange depending on the reason.
- Shipping costs are the responsibility of the customer unless otherwise approved. The original shipping fee is nonrefundable, as it was used to deliver the product.
- For convenience, we can provide return shipping labels via email for you to print and use when applicable.
We want you to be happy with your purchase, so please reach out to our support team for assistance — we are committed to resolving any concerns promptly.
Returnable Items
Garments and Accessories
The following items are returnable within 30 days of delivery (based on the carrier’s tracking date), provided they meet the conditions below:
- Robes and apparel (if non-personalized or non-monogramed). and mats, towels, slippers, jade rollers, and all items under our Accessories Catalog Collections
- Products from the MA’at Milk Gold Spa Bath Collection, including self-care items such as Lotus Saphire, if the product is PyraSand with essential elements but not liquid type of essentials and not in its entirely, but there is a problem with the container glass or lid or the spoon it comes with, do reach out to us as possible defective issue.
Conditions for Return:
- Items must be unused, unopened, and in their original packaging.
- All tags must remain attached, and the product must not show signs of wear or damage.
- If the item arrives damaged or defective, it is eligible for return or exchange within the 30-day window.
- We prefer returns in their original packaging, but if unavailable, please contact us — we will still assist you.
You may be asked to send photos of the item for review before approval of the return or exchange.
Holiday Return Window
For purchases made during the holiday season, the return window is extended:
- Holiday Returns: Accepted from November 1 through January 1 of the following year.
- This applies to all returnable merchandise as outlined above.
- Essential oils remain nonreturnable, except in cases of verified damage or error.
Summary
Nonreturnable:
- Essential Oils (unless damaged or incorrect upon arrival)
Returnable (within 30 days):
- Robes, apparel, mats, towels, slippers, jade rollers
- Accessories and items from the MA’at Milk Gold Spa Bath Collection (including for example the Lotus Saphire or as the PyraSand*)
Holiday Return Period:
- November 1 – January 1 (following year)
For all return or exchange requests, please contact MOLIAE Beauty Support via:
- Email: info@moliaebeauty.com
- Live Chat on our website
- Text or WhatsApp
We’re here to ensure your experience with MOLIAE Beauty remains as radiant and balanced as the products we create.
- Can I cancel my order after ordering?
Yes, you can cancel your order with no restocking fee, as long as it has not yet been shipped to the carrier.
If your order has already been processed and sent out, cancellation is no longer possible at that stage. In that case, you may return the item once it arrives, with return shipping covered by the customer.
Our team is always here to assist and resolve any issues quickly to ensure your experience with MOLIAE Beauty remains smooth and satisfying.
- How Long Will My Package Take to Arrive?
Delivery time depends on your location. Once your order is placed and you receive your confirmation number, it automatically enters our fulfillment process — usually instantly or within a few hours.
When your order is completed and ready to ship, you’ll receive an email with your tracking number so you can follow your package’s journey.
- Garments and Apparel (such as robes, slippers, and mats) typically complete the fulfillment phase within 4–5 business days before shipping.
- Once shipped, delivery time begins based on your region:
- Within the United States: Estimated delivery is 5–12 business days, though some orders may arrive sooner or take up to 14 business days depending on carrier schedules.
- International Orders: Delivery times vary by country and may take longer due to customs processing.
We work diligently to ensure your order arrives as quickly and safely as possible. You’ll be kept updated every step of the way through your tracking email.
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TOP QUICK FAQs | Membership Club
- Can I Cancel My Membership Club Subscription?
Yes, you can cancel your membership at any time with no cancellation fees. Simply log in to your account dashboard at MOLIAEBeauty.com, select your membership plan, and choose the cancel option.
If you experience any issues, our team is happy to assist — contact us at info@moliaebeauty.com or through our live chat on the website.
- Can I Cancel or Change My Monthly Box?
Our monthly boxes feature curated, themed selections that vary each month. If you wish to make a change before your box ships, you may request a substitution for another box of equal value and similar theme, or request a custom box instead.
Simply reach out to us, and we’ll be glad to help. Our goal is to make your MOLIAE Beauty experience enjoyable, personalized, and aligned with your self-care journey.
- Are Items in the Membership Box Returnable?
All items included in your membership box follow our standard return policy.
- Essential oils are nonreturnable due to their ingredient nature, but if there’s an issue with your product, please contact us so we can review and assist with a resolution.
- Garments and apparel (only non-personalized or non-monogramed) may be returnable within 30 days of delivery if there are any defects or issues.
We’re always here to help ensure your MOLIAE Beauty experience is a positive one.
To Recap: Membership Club
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Essential Oils:
These products are nonreturnable due to the nature of their ingredients. However, if there is an issue with your order, please contact us so we can review the situation and determine the best resolution. In some cases, we may offer a store credit or exchange. Return shipping costs are the responsibility of the customer.
We want you to be completely satisfied with your purchase — our team takes great care in every creation and is here to assist you promptly. -
Garments and Accessories:
Items such as robes and apparel (only non-personalized or non-monogramed) mats, towels, slippers, jade rollers, and all products under our Accessories Catalog Collections are returnable within 30 days of delivery (based on the carrier’s tracking date).
We ask that items be unused, in their original packaging, with all tags attached, and in a condition suitable for return. You may be asked to send photos for review before approval.
Return shipping costs are covered by the customer.
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Store Credit | Exchanges
* Do you offer online store credit for exchanges?
Yes, we do. Depending on the situation, we’re happy to provide store credit for eligible exchanges. Please contact us so we can review your request and assist you directly.
* If I placed a second order the same day to the same address, can I get a refund for the second shipping cost?
It depends on the total value of your orders.
If both orders combined total $79 or more (USA & Canada) or $200 or more (International), we’ll gladly refund or waive the second shipping cost as an exception for same-day, same-address orders.
To recap:
If you placed two separate orders on the same day to the same address and both meet the minimum total ($79 USA/Canada or $200 International), we will refund the second shipping fee.
If your combined total does not meet the minimum, we’re unable to waive the shipping cost since the additional weight must still be covered. However, if your orders have not yet shipped, we can combine them into one shipment so you only pay for a single shipping fee, adjusted for the total weight as calculated by the carrier.
If you’d like to combine your orders, simply contact us the same day. We’ll merge your items into one package and ensure everything ships together to the same address.
You can also reach out before placing your second order, and we can send you a direct invoice for the additional items. This allows us to include everything in one shipment and save you extra shipping costs.
We truly appreciate your continued support and loyalty.
Order Cancellation
All orders can be cancelled at 100% guarantee as long as they have not yet shipped.
For print-to-design apparel, cancellations depend on the production stage, so please contact us promptly to confirm whether your item has left the warehouse.
If your order has been paid for and you wish to change or cancel it, contact us within 12–24 hours so we can expedite the process before it enters shipping status.
Once your order is in transit, it can no longer be cancelled.
If the 12-hour window has passed, please still contact us — we will do our best to assist with any available options.
Refunds
We offer a 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 customer support team and we will do our best to help you.
Once approved, we will provide a return address and offer a replacement or refund, depending on eligibility.
Customers are responsible for return shipping costs, except in cases where the issue was due to our error.
Refunds Are Not Issued If:
- The order did not arrive due to factors within your control (e.g., incorrect shipping address).
- The mail carrier marked the package as “delivered,” but it was not received (please check with your local postal carrier and contact us for assistance).
- The product is not returned in its original condition or packaging.
- The return request is made beyond 30 days from delivery (or 45 days during special MOLIAE Beauty holiday promotions, as noted on your receipt).
To request a refund, please submit your request through our Contact Us page or email support@moliaebeauty.com.
Return Requirements
- Items must be unused, unopened, and in their original packaging.
- If the original packaging is not available, you may use your own packaging — please note this in your ticket request for refund.
- Include your order slip or a document listing:
(a) Your full name
(b) Your mailing/shipping address
(c) Your email and phone number
(d) The reason for the return - Select your preferred mail carrier to ship the return and obtain a tracking number for both your records and ours.
- Send all returns to:
Attn: Returns c/o MOLIAE Beauty
4821 Old National Hwy, Unit 2023
McDonough, GA 30253
Missing – Damaged – Never Received – Wrong Item – Lost Item
For missing or damaged items, you must report the issue within 14 days from the date your package is marked as “delivered” by the shipping carrier.
This timeframe ensures we can properly investigate and resolve the issue.
Please submit a support ticket to info@moliaebeauty.com for review and processing.
Reporting Guidelines
- You have 14 days from the delivery timestamp to report any missing, damaged, wrong, or lost items.
- After 14 days, we are unable to assist due to the time lapse in verifying the situation.
Issues We Can Resolve Within 14 Days
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Missing Packages (Marked as Delivered):
If your package shows as “delivered” but hasn’t arrived, please wait one additional business day, as it may have been prematurely scanned. If it still doesn’t arrive, open a ticket with us. -
Damaged Products in Transit:
Take clear photos of the damaged items and packaging. Submit these through our ticket system so our team can verify and take appropriate action. -
Stolen Packages:
If you believe your package was stolen, please contact your local authorities first. You may then provide us with a new shipping address or request signature confirmation for future orders. -
Missing Items:
All shipments are pre-weighed using a scale connected to our shipping software to ensure accuracy. If you suspect an item is missing, please:- Check your packaging and surrounding area thoroughly.
- Take a photo of the package and its weight on a scale (both must be visible).
- Submit a ticket with these details and photos for verification.
If you received the wrong item, please contact us immediately by submitting a ticket so we can correct the order and cover any necessary shipping costs.
Lost Package
Our goal is to assist you as best as possible. Prompt reporting with documentation helps us expedite resolution. Below is how we manage lost package ticket requests:
Orders Valued Under $200
If tracking shows your order as “delivered” but you haven’t received it:
- Check around your home — front porch, back door, mailbox area, or any hidden spots where the carrier may have left it.
- If you still cannot locate your package, contact us at support@moliaebeauty.com.
We will open an investigation and determine the appropriate resolution.
Orders Valued Over $200
- A signature is required for all orders over $200.
- If your order shows as delivered but was not received, contact us at support@moliaebeauty.com for assistance.
- If you requested no signature for an order over $200, MOLIAE Beauty is not responsible for any potential loss.
Wrong Item(s) Received
If you received the wrong item, please submit a ticket claim with a photo of the product received for processing review.
Exchange or Return Conditions
- Exchanging Unopened Items: Provide a photo of the item before returning it to document its condition and avoid restocking fees if damaged during return transit.
- Returning Unopened Items: Returns may be subject to a restocking fee or rejection if the item is not in re-sellable condition.
- Returning Opened Items: Due to the nature of our products, opened items are generally not eligible for return, with very limited exceptions.
Issues reported after 14 days from the delivery date cannot be resolved. There are no exceptions to this policy.
Delays or Issues with Mail Carriers
MOLIAE Beauty is not responsible for delays or delivery issues caused by third-party mail carriers.
We recommend selecting insured shipping when available to protect your order in transit.
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, contact us within 12 hours. Once packaging and shipping begin, cancellation is no longer possible.
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, contact our customer service team and we will do our best to help.
Refunds are not issued if:
- The order did not arrive due to factors within your control (e.g., incorrect address).
- The carrier marked the package as delivered but it was not received (please check with your local postal carrier).
- The product is not in its original condition or packaging.
- The return request is made beyond 30 days (or 45 days during special MOLIAE Beauty holiday promotions, as noted on your receipt).
Refund requests can be submitted through the Contact Us page or by emailing support@moliaebeauty.com.