FREQUENTLY ASKED QUESTIONS

Placing an order

For more information, please refer to the Buying Information section.

How do I make a purchase?

Shopping at Molo.hk is very easy. Just follow these steps:

  1. Choose the section (boy, girl, baby boy, baby girl, swimwear, outerwear, accessories) and then the category or age or price.
  2. View the products you are interested in and click on the photograph or thumbnail photographs to zoom in and see every detail, product description, composition, wash and care, price, size guide and available sizes.
  3. Select a product and preferred size and add it to your basket. You can then choose to continue shopping or to process order.
  4. If you would like to process your order you can do so through PayPal by either logging in to PayPal or checking-out as a guest.
  5. Fill in your payment details and the billing address
  6. Fill in your shipping address if different from the billing address
  7. Choose a delivery method.
  8. Confirm the order and press “Pay Now”.
  9. You will receive an email confirming your order.

Can I add an item to an existing order?

Unfortunately, it’s not possible to add more items to an existing order when you have already placed the order and paid for it. You have to place a new order.

The item I want is sold out. Can I find it somewhere else?

Sold out items are indicated on the site. Sometimes they may be available again after re-orders. You can also visit our shops in Shop OT G09 Ocean Terminal, Tsim Sha Tsui (Harbour City), Kowloon or Shop 271, 2/F Cityplaza Two, Taikoo Shing, Hong Kong.

Do I need to set up an account to place an order?

Yes, you need to create an account before you finalize your order and confirm the payment. We will prompt you to do so during your checkout process.

Is my personal information kept private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.

Payment

For more information, please refer to the Payment section.

What currency will I be charged in?

All purchases will be charged in Hong Kong dollars.

What payment methods does Molo accept?

We accept Visa, MasterCard, American Express, Union Pay, JCB cards and you can also choose to pay with PayPal. Please note, payment is debited before time of dispatch.

Can I pay by bank transfer?

No, unfortunately, this is not possible.

Delivery

For more information, please refer to the Shipping and Delivery section.

How long does delivery take and how much will it cost?

We deliver to the following regions:
Hong Kong
Macau

Shipping Charges and Delivery Times:

Your order will be picked and packed your order confirmation is sent to you by our designated courier service.

Hong Kong


Order's Amount 1 - 2 days
Below HK$500 $40
HK$501 - 1,000 Free
HK$1,001 - 1,500 Free
HK$1,501 - 2,000 Free
HK$2,001 and more Free

Macau

=
Order Amount 2 - 3 days
Below HK$500 $40
HK$501 - 1,000 $60
HK$1,001 – 1,500 $70
HK$1,501 – 2,000 $80
HK$2,001 and more $100

How long does it take to get my order?

Delivery time varies with different countries, generally between 2-4 days. Your order will be picked and packed within 2 days after your order confirmation is sent to you.

I haven’t received my order, what should I do?

Once your order is dispatched, you will receive an email notification containing a link with the air waybill number to track its progress online.

What should I do if an item is missing from my order?

If you receive your order and an item is missing, please contact us by telephone at (852) 2525-2583 (Monday to Friday from 9:00 am to 6:00pm) or email us at css@molo.hk as soon as possible so we can take care of you.

I need to change the shipping address on my order, what should I do?

order, email our customer service at css@molo.hk with your order number, item number and the necessary changes. Our customer service will contact you, telling you whether it was possible to make those changes.

Can I change or amend my order once it has been placed?

Once you have pressed “Pay Now”, you cannot change or amend your order.

Do I need to sign receipt for my order?

The designated courier service may require you to sign on the delivery note.

Shipping

For more information, please refer to the Shipping and Delivery section.

Does Molo ship to multiple addresses?

It is not possible to ship to multiple addresses as there is only one delivery address field in the checkout process. Should you prefer to send to multiple addresses, we suggest you place one order per address.

Do you ship to P.O. Boxes and freight forwarding addresses?

Please do not deliver your orders to P.O. Boxes or freight forwarding address.

Is my package insured?

Your delivery is door to door service. There is no worry for insurance.

Returns and Exchanges

For more information, please refer to the Returns and Exchange section.

How do I return an item?

You have 14 days from the date you have received your order to return unsuitable items back to us. All items purchased on Molo.hk can be returned. To be eligible for a return, the item must not be used and returned in the same condition - including all labels, hang tags and the original packaging - as when you received it. We will also require a receipt or proof of purchase which is included in the package sent to you. Please email us at css@molo.hk to request for a return. To ensure a smooth process, please include your order number, the item number of the return product which is listed in the invoice and your contact telephone number. Customer Service will contact you to confirm your return request. Our designated courier service will then pick up the return package at your requested address. Shipping fees on all returns are free to the customer.

How do I exchange an item?

Sorry, we do not accept exchanges. We recommend that you return and refund the item(s) you would like to exchange.

Will I be refunded the full value of my order?

Shipping costs are non-refundable. The cost of the item(s) will be credited to your original payment method.

Do I pay for the cost of shipping when I am returning an item?

Shipping fees on all returns are free to the customer.

How long does it take to receive my refund for the items that I have returned?

The credited amount is processed by PayPal or the credit card company and refunded to your original payment method within 14 days.

The amount I received as a refund was incorrect, what should I do?

Unfortunately, mistakes happen, so if you believe that your refund was for the wrong amount, please contact our customer service at css@molo.hk and provide them with your order number and the amount you believe you are entitled to.

Can I exchange my item for a different model or a different size?

If you wish to exchange an item you have to place a new order on Molo.hk for the item that you want, and launch a return request to Customer Service at css@molo.hk on the item(s) you want returned within 14 days from the receipt of your purchase.

Managing your password

I’ve forgotten my password – what should I do?

When you sign in, simply click “Forgot password” and follow the instruments to resetting your password.