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[message]Frequently Asked Questions
Ordering Online
How long will it take for you to process my order?
For in-stock items we aim to process your order within 2 days, but we are often much quicker than that! As a rule of thumb, expect your order to be processed in 1-5 full business days of the order being paid but allow up to 7 working days.
Some products on backorder, such as custom items, overseas stock, fabric, and indents, may have a dispatch target that ranges from 5 to 30+ days. The ETA for these products is typically displayed on the product page, but please feel free to contact us for more information.
SALES & HOLIDAYS: Please expect our processing times to take a little longer than usual during large sales, public holidays and during our Xmas/New Year closures.
I have a backorder, can you split my order and send what you have?
When partial items in your order are on backorder, all items will be shipped together once they are all available. If you need the in-stock items urgently, and you want to request split shipping or partial collection, please get in touch with our customer services team. An additional shipping fee will apply.
Where is my order coming from, are you in NZ?
Mollies is located in Auckland, New Zealand. Most of our items are dispatched directly from our location (even backorder products!) but certain items, such as Warwick Fabric, are shipped directly from our supplier.
What payment methods do you have? Can I pay by bank transfer?
Yes you can pay by bank transfer! On the checkout page the bank transfer option is below the credit card option.
You can pay by credit card, bank transfer. In store you can also pay by eftpos or cash.
All credit card transactions are secure and encrypted.
Can I use the Pickup Option to combine two orders - I forgot to add something!
Avoid using the PICKUP option for items forgotten in your last order. Select SHIP, complete your purchase, and contact us ASAP to combine orders. If your order hasn't already been packed, we will refund any excess shipping charges once processed.
Do I have to be a member to buy from you?
You don't need to be a member to buy from us, you can simply check out as a guest. Signing up as a member allows you can checkout quicker, view your past and current orders, and receive occassional newsletters and special offers from us.
I made a mistake, how can I cancel an order?
If you have not paid for your order, you do not need to do anything. Your unpaid order will automatically cancel within 7 days. You may receive a payment reminder by email, this can be ignored.
If you have already paid for your order, please contact us to organise your cancellation and refund.
Do you have bulk, trade or wholesale discounts?
Mollies is a cash business, so we do not offer trade or wholesale accounts on our general products. Some products have bulk pricing available, and most of our items are already priced as low as possible to ensure great value for all customers. The only exception is that we provide wholesale pricing for Voodoo Molly Vintage Paint products to qualifying businesses. If you're interested in becoming a stockist, please get in touch for more details.
Delivery
How long will it take to dispatch my order?
Our goal is to dispatch in-stock items within 2-5 working days, but our turnaround time is typically faster than that. Most backorders or temporarily out-of-stock items, are dispatched in 7 days, but check the product page for individual dispatch estimates. If there are any restocking delays, we'll update you. Indents are items we order in just for you, and can take anywhere from 5 to 30+ days to ship them out.
Do you ship internationally?
We currently offer shipping services to both New Zealand (our home country) and Australia. Sorry, but not all products will be visible, or available to purchase, by our overseas customers. It's important to be aware that overseas customers may incur customs or import duties, and these charges are the responsibility of the recipient. Unfortunately, we have no influence over these fees and cannot anticipate their specific amounts.
Can you send to my NZ Post Office Box?
Yes, we can post your order to any NZ Post Office Box number.
How much will my shipping cost?
In most cases, shipping fees will be calculated at time of checkout.
Certain oversized or overseas orders may incur extra shipping charges beyond those initially applied at checkout. If such a situation arises, we will contact you to discuss available options and the additional costs.
If you wish to split-ship an existing order, please note that an additional shipping fee will be invoiced.
Digital products, such as eGift cards, PDF files, and eBooks, do not incur a shipping fee as they are not physical items.
What couriers do you use?
We use a variety of shipping services. Within NZ we will use NZPost, Castle Parcels, PostHaste or Aramex. We use NZPost & AusPost for our Australian customers.
Click & Collect
How long before I can pickup my click & collect order?
Always wait to receive an email from us before you come to collect. For in stock items, we try to process your click & collect orders on the same day. If we have to order in something for you, the average processing time will be on each product.
What do I need to bring to collect my order?
Please bring your order number with you!
Can I send someone else to collect my pickup order?
Yes you can send someone else to pickup your Click & Collect order, however they must provide us with your order number (sorry no exceptions).
Can I use the Pickup Option to combine two delivery orders? I don't pay for double shipping!
Avoid using the PICKUP option for items forgotten in your last order. Select SHIP, complete your purchase, and contact us ASAP to combine orders. If your order hasn't already been packed, we will refund any excess shipping charges once processed.
Can I collect my order in the weekends or after hours?
Collection days are Monday to Friday, 9am to 4pm. We are closed in the weekends, public holiday and over the Xmas/New Year period.
Visiting Mollies
Do you have a retail store I can visit?
Yes we have a small showroom at 13 Croskery Road, Papakura, Auckland. We are open Monday to Friday 9am to 4pm, excluding public holidays. We are also closed for a period over the Xmas/New Year holidays.
Please note that not all items displayed online are available in our showroom. For important items, feel free to contact us before visiting the showroom for the most accurate information on product availability. While we strive to provide product recommendations were possible, we do not offer any repair services or training at our showroom.
What are your shop opening hours?
We are open Monday to Friday 9am to 4pm, excluding public holidays. We are also closed for a period over the Xmas/New Year holidays each year. Please check our contact page for more info.
Is there easy parking at your shop and is it free?
Yes there is always plenty of free parking! We have plenty of on-street parking and several on-site carparks for you!
Can you help me with my project?
We are a DIY store for DIYers! While we strive to provide product recommendations to the best of our knowledge, we do not offer any training, manufacturing or repairing or measuring services at our showroom.
Returns & Shipping Issues
Do you allow change of mind returns?
Yes many of our products can be returned within 30 days of the purchase.
Certain types of items that cannot be returned are: sale items, special order items, indent products, fabric, foam, products sold by the cut meter (or similar unit of measurement), custom-made or custom-cut items, second-hand items, or gift vouchers.
Returned items must be in an unused, original, re-saleable condition and in original packaging if applicable. You’ll also need the receipt or proof of purchase.
The cost and liability of shipping the returned products back to us are your responsibility.
If your return request is accepted we will refund the original purchase price, excluding shipping, within 5 working days of receiving the item/s.
I have received a damaged order, what happens now?
If you have received an item damaged during shipping please contact us within 5 days of receiving your parcel, so we can query the courier.
On the rare occasion that you have received a faulty item please contact us at admin@mollies.nz.
We’ll give you instructions on how and where to send your damaged or faulty item back to us. If your claim is accepted we will refund you the original purchase price, including the shipping, within 10 business days.
My order did not arrive, what can I do?
If your parcel does not arrive on time, please contact the courier company using the Track-and-Trace link provided to you. If the courier cannot locate your parcel please contact Mollies customer services for further assistance.
Contacting Mollies
Where are you located?
Our shop is located at 13 Croskery Road, Papakura, Auckland.
How can I contact you?
You can email us at admin@mollies.nz or phone us on +64 9 9308369
Sale events
What are your T&Cs for Sale Events?
- Discounts apply to the original RRP, while stocks last.
- Rain checks may be available but are subject to stock availability.
- Sales do not apply to gift cards, custom foam products, Warwick brand items, special orders, or indent items.
- Items marked as FINAL SALE or discounted by 50% or more cannot be returned, refunded or exchanged, and are not eligible for store credit. Other discounted items may be exchanged or returned for store credit within 30 days of purchase. Please refer to our existing returns policy for additional exclusions.
- Discounts offered during sales events apply only to purchases made during the sale period and will not be applied retroactively to orders placed prior to the sale.
- Our order processing and dispatch times may take longer than usual during sales events.
- In-store shopping is available during our regular opening hours.
When do you have sales events?
To keep up-to-date with our sales and discounts, subscribe to our newsletter, follow us on Facebook and regularly visit our website!