Shipping & Return Policy
Shipping & Returns Policy
All items on our website are handmade to order from our Wirral based studio. Handmade orders will take 2-3 weeks to be made and shipped. Any items that are listed as 'STOCK' on individual listings will be posted on a 48-hour courier service. Please note that our offices are only open Monday - Friday between the hours of 9am- 5pm. Any 'STOCK' orders placed after 3pm Friday will not be shipped until the following Monday. Postage & packaging is free and tracking numbers, if applicable, are included in your SMS confirmation or email address you have provided when placing your order.
We also ship worldwide! If you are ordering from outside of the UK, please allow an extra 3-5 working days for shipping should there be an additional delay caused by customs and clearance. Please note it is the customers responsibility to cover the costs of VAT/Duties or any other fee that might be incurred from our brand with a delivery anywhere outside the UK. When your order enters your delivery country, the courier will be in touch with you via phone, text or email to let you know if you have any customs fees to pay.
If you need an item of clothing by a certain date, we now offer a Fast Delivery Service whereby you can request your order to be made and delivered within 7 working days. If for any reason we are unable to fulfil your order by your requested date, we will contact you as soon as you place your order to make you aware of this and will offer you the option to cancel the order.
Molby The Label cannot be held accountable for parcels delayed to reasons beyond our control. Should you experience any delays on your shipment once shipped, please contact the courier service that has provided the tracking for your item. All UK parcels are processed via DHL Express Shipping or Royalmail (24 hours) and non - uk parcels are processed via DHL Express Shipping.
Return & Exchange Policy
As we are a small handmade to order brand, we do not offer refunds for any of our made to order items. These items are handmade especially for you. So please make a considered purchase when placing your order with us.
We do offer refunds or store credit for full price 'STOCK' items as these items are pre-made and ready to ship. 'STOCK' items that are on sale can be returned for store credit only.
If you have received your made to order item and it isn't as you had wished or it doesn't fit quite right, we will now be offering one of two options, see below:
- The full amount as store credit with no expiry date, available to use site wide.
- The option to send your item back and have it altered by ourselves. Please note that this service is subject to the extent of alteration that you require and fees start at £35. Please email firstname.lastname@example.org to discuss this further before returning your item back to us.
If returning your order for one of the above two options, you must return your item within 14 working days of receiving. If returning for a credit note, your dress must arrive back to us unused and in the same condition you received it, with both swing tags still intact. Any customised or altered orders cannot be exchanged for store credit. Please insure to enclose all details of your return within your parcel. This must include your name, order number, reason for return and whether you have chosen to receive store credit or have the item altered. If we do receive this item back without any details enclosed this will not be processed and you will not receive your credit note/alteration. Though we are a small team, we have multiple team members working through all queries, so please make it as easy as possible to trace the order back to you.
If you receive your item and it is faulty or has been made incorrectly against your customisation request (this very rarely happens), please email email@example.com and we will ask for you to provide photographic evidence in which our team will review and resolve this on a case to case basis.
Please note that we only offer credit notes for returns made outside of the UK and return postage/customs charges must be paid by the customer. Any customs handling charges and fees applied to non - UK shipments are to be paid by the customer, we do not have any control over this, please consider this prior to purchase of your item.
Please note our postage & packaging is free but if an order is to be returned by a customer, any postage charges will have to be paid for by the customer. Unless we have made a mistake with your order, then we will refund you the postage amount. We do advise your returns to be tracked and/or signed for incase your item goes missing or is delayed. If your return is not accepted by us, we will contact you regarding this and arrange the return of your item back to you at your own expense. Please note, we do not accept returns outside of the Europe therefore in the event we receive back an overseas shipment, this will be returned back to you at your own expense.
We explicitly reserve the right to not accept your order for any of the following reasons:
The product is not available/in stock, your billing information is not correct or verifiable, your order has been suspected of fraudulent activity, we could not deliver to the address provided by yourself, in the event of misspelling/pricing/other errors in the website information.
If items are returned back to us due to failed/missed delivery, any postage charges will need to be paid for by the customer to return this back to you. In the event an item is lost/damaged due to misspelling or incorrect address provided on your order, we are not liable to refund or replace this item.