Frequently Asked Questions

Below we have collected some common questions u might want to have answers on.
If you still have some unanswered questions please contact us at hello@mulicollection.com

FAQ’s

HEY! WHERE IS MY ORDER?

Once we’ve packed your order and it’s ready to go you will receive an order confirmation on the email you specified when you completed your order. If you have chosen recommended letter as a delivery method, you can check the progress of your order as it makes its way to you by the attached link in your order confirmation. Our orders are sent by the courier Postnord.

Orders shipped to Sweden normally take 1-5 business days.
Orders shipped internationally normally takes 3-20 business days depending on which country you’re ordering to.

I did’t receive any order confirmation email?!

If you have not received a shipping confirmation email, please check your Junk mail or Spam folder, as it may
have been received there. Otherwise contact us at hello@mulicollection.com

How do i return my order?

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

Upon return within Sweden, please contact us by emailing hello@mulicollection.com and we will send you a shipping label. The price for the return is 29 SEK. Exchanges are free of charge. 

When returning your item from any country except from Sweden the returns are at your own expense. Contact us by emailing hello@mulicollection to receive the address. Exchanges are free of charge. 

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU/ESS. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

Hey! Have you received my return? How long will it take to process my return?

If you have used the Pre Paid Return Label you can track your order at postnord.se/en
Please allow up to 14 days for your parcel to be returned to Muli Collection. Once we have received you return you will get a confirmation by email. It will take 5-10 working days for your refund to reach you once you’ve got the refund confirmation.

Help me out! I have not received my refund yet?

It can take up to 2-4 weeks for your refund to be returned and processed from the date you post your item(s) back to us. Please allow 14 working days for us to receive your parcel, process it and confirm your refund amount. Once the refund is made you will receive a confirmation email.

Can i exchange my item?

Swedish customers
Swedish customers can exchange their item for free, please email us to get your return label.

International customers
If you’re an customer outside of Sweden, you will need to return the unwanted item for a refund and place a new order.

Hey! There is one item missing from my delivery?! Help me plz!

Some of our items are so cute that no one can stick to buy them.. and they go out super quickly. Unfortunately that means that we’re not able to send you all the items in your order.

If this is the case, you should have received an email from us confirming that one of your items is missing and that a refund is being processed for the missing item.

Otherwise please contact us at hello@mulicollection.com

I have received the wrong item, what should i do?

We’re truly sorry that something went wrong.

Please contact us for an exchange (subject to the correct item still is available.) If the correct item no longer is available or in stock we will make a full refund of your order.

Can i change/cancel my placed order?

Since we’re super quick at processing orders you must immediately contact our customer care at hello@mulicollection.com with your change/cancellation request details included in the email. If your order already have been processed the changes and cancellations cannot always be fulfilled. But as always, we will try to help a babe out!

How often do you re-stock Items and Sizes?

Some of our styles and sizes are limited. Make sure to grab your favorites quick, You know.. Nothing haunts us like the things we didn’t buy right?
You can be lucky though, some items gets re-stocked.
Sign up on our newsletter to get notified when we get re-stock on items you might like.

Can I use more than one discount code on my order?

Our discount codes cannot be used in conjunction with any other offer or promo code.

DELIVERY

HOW DO I TRACK MY ORDER?

You can only track your order if you choose the traceable alternative at check out. Your tracking number will be sent to your email.

Hey! Where is my order?

Once we’ve packed your order and it’s ready to go you will receive a order fulfilled confirmation on the email you specified when you completed your order.You can check the progress of your order as it makes its way to you by the attached link in your order confirmation. Our orders are sent by the courier Postnord.

Orders shipped to Sweden normally take 1-5 business days.

Orders shipped internationally normally takes 5-14 business days depending on which country you’re ordering to.

 

What are my delivery Options and how much does it cost?

There are two types of delivery methods: letter (not traceable) and REK (traceable). You find the shipping cost and delivery time for both options at check out. 

What countries do you deliver to?

Currently deliver within Europe.

Will i be charged Customs & Import duties?

Customs & Imports duty charges do not apply to customers in Sweden or EU (european union).

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

Can you deliver to addresses other than my billig address?

Yes, u can choose an alternative delivery address to your billig address at checkout.

I have received the wrong item, what should i do?

We’re truly sorry that something went wrong.

Please return the item to us for an exchange (subject to the correct item still is available.) If the correct item no longer is available or in stock we will make a full refund of your order.

Hey! There is one item missing from my delivery?! Help me!

Some of our items are so cute that no one can stick to buy them.. and they go out super quickly.
Unfortunately that means that we’re not able to send you all the items in your order.

If this is the case, you should have received an email from us confirming that one of your items is missing and that a refund is being processed for the missing item.
Otherwise please contact us at hello@mulicollection.com

ORDERS

HEY! WHERE IS MY ORDER?

Once we’ve packed your order and it’s ready to go you will receive a order fulfilled confirmation on the
email you specified when you completed your order. 
You can check the progress of your order as it makes
its way to you by the attached link in your order confirmation. Our orders are sent by the courier Postnord.

Orders shipped to Sweden normally take 1-5 business days.

Orders shipped internationally normally takes 5-14 business days depending on which country you’re ordering to.

 

Can i change/cancel my placed order?

Since we’re super quick at processing orders you must immediately contact our customer care at hello@mulicollection.com with your change/cancellation request details included in the email. If your order already have been processed the changes and cancellations cannot always be fulfilled.

Can i change my delivery address?

Since we’re super quick at processing orders you must immediately contact our customer care at hello@meloonpro.com and we will do our best. Once the order is processed we’ll not be able to change your delivery address.

Orders made with 3 items or more will automaticly be sent with REK which require a valid ID when picking up the item at your nearest pick up point.

I’ve seen a item but it’s not available any more?

Some of our styles and sizes are limited. Make sure to grab your favorites quick, You know.. Nothing haunts us like the things we didn’t buy.
You can be lucky though, some items gets re-stocked.

Sign up on our love letter to get notified when we get re-stock on items you might like.

How do i return my order?

Swedish customers

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

The return right does not apply to gift cards or earrings where the seal is removed.

Upon return within Sweden, a pre-printed shipping label is enclosed in the package, when using this, you will be charged 39SEK for return shipping from the amount you get back. If you want to use a different shipping method return your item/items on your own expense to the following address:

(We recommend that you use a tracable shipping alternative as we are not responsible for returned products we haven’t received. You will then be responsible for the product until you can prove that we have received it.)

In case of a complaint where we do not find any defect, or if it is a defect caused by wrongly usage the item(s), we may charge a fee of 39KR for return shipping back to you, or dispose of it free of charge. If we do not encounter any defects, you are also charged for the shipping cost from you to us. We will keep you updated along the way. We never charge a fee for an approved claim.

If you feel unsure about your claim, you can always send us a picture of what you believe is wrong to get an approval and avoid any additional costs for shipping.

Please also fill in the return slip on why you return/complain about your product and put the information inside the package. We are not responsible for returning packages where we can not indicate whose return/claim the package belongs to, make sure to write your order number and name on a note and put in the package since the label on the outside of the package may be damaged during shipping.

International customers

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

The return right does not apply to gift cards or earrings where the seal is removed.

International returns are at your own expense and should be sent to the following address:

(We recommend that you use a e shipping alternative as we are not responsible for returned products we haven’t received. You will then be responsible for the product until you can prove that we have received it.)

For non EU/ESS members, make sure to clearly mark your return/complaint as a return since we do not pick up items with VAT or Custom charges.

In case of a complaint where we do not find any defect, or if it is a defect caused by wrongly usage the item(s), we may charge a fee for return shipping back to you, or dispose of it free of charge. If we do not encounter any defect(s), you are also charged for the shipping cost from you to us. We will keep you updated during the course of the case. We never charge a fee for an approved claim.

If you feel unsure about your claim, you can always send us a picture of what you believe is wrong to get an approval and avoid any additional costs for shipping.

Please also fill in the return slip on why you return/complain about your product and put the information inside the package. We are not responsible for returning packages where we can not indicate whose return/claim the package belongs to, make sure to write your order number and name on a note and put in the package since the label on the outside of the package may be damaged during shipping.

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU/ESS. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

Will i be charged Customs & Import duties?

Customs & Imports duty charges do not apply to customers in Sweden or EU.

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

What methods of Payment/Currency do you accept?

Visa
Mastercard
American Express
Swish
Paypal
Klarna

RETURNS

How do i return my order?

Swedish customers

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

The return right does not apply to gift cards or earrings where the seal is removed.

Upon return within Sweden, a pre-printed shipping label is enclosed in the package, when using this, you will be charged 39SEK for return shipping from the amount you get back. If you want to use a different shipping method return your item/items on your own expense to the following address:

(We recommend that you use a tracable shipping alternative as we are not responsible for returned products we haven’t received. You will then be responsible for the product until you can prove that we have received it.)

In case of a complaint where we do not find any defect, or if it is a defect caused by wrongly usage the item(s), we may charge a fee of 39KR for return shipping back to you, or dispose of it free of charge. If we do not encounter any defects, you are also charged for the shipping cost from you to us. We will keep you updated along the way. We never charge a fee for an approved claim.

If you feel unsure about your claim, you can always send us a picture of what you believe is wrong to get an approval and avoid any additional costs for shipping.

Please also fill in the return slip on why you return/complain about your product and put the information inside the package. We are not responsible for returning packages where we can not indicate whose return/claim the package belongs to, make sure to write your order number and name on a note and put in the package since the label on the outside of the package may be damaged during shipping.

International customers

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

The return right does not apply to gift cards or earrings where the seal is removed.

International returns are at your own expense and should be sent to the following address:

(We recommend that you use a e shipping alternative as we are not responsible for returned products we haven’t received. You will then be responsible for the product until you can prove that we have received it.)

For non EU/ESS members, make sure to clearly mark your return/complaint as a return since we do not pick up items with VAT or Custom charges.

In case of a complaint where we do not find any defect, or if it is a defect caused by wrongly usage the item(s), we may charge a fee for return shipping back to you, or dispose of it free of charge. If we do not encounter any defect(s), you are also charged for the shipping cost from you to us. We will keep you updated during the course of the case. We never charge a fee for an approved claim.

If you feel unsure about your claim, you can always send us a picture of what you believe is wrong to get an approval and avoid any additional costs for shipping.

Please also fill in the return slip on why you return/complain about your product and put the information inside the package. We are not responsible for returning packages where we can not indicate whose return/claim the package belongs to, make sure to write your order number and name on a note and put in the package since the label on the outside of the package may be damaged during shipping.

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU/ESS. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

Hey! Have you received my return? How long will it take to process my return?

If you have used the return label sent from us you can track your order at postnord.se/en

Please allow up to 14 days for your parcel to be returned to Muli Collection. Once we have received your return you will get a confirmation by email. Please allow 5-10 working days for your refund to reach you once you’ve got the refund confirmation.

What is your return policy?

Swedish customers

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

The return right does not apply to gift cards or earrings where the seal is removed.

Upon return within Sweden, a pre-printed shipping label is enclosed in the package, when using this, you will be charged 39SEK for return shipping from the amount you get back. If you want to use a different shipping method return your item/items on your own expense to the following address:

(We recommend that you use a tracable shipping alternative as we are not responsible for returned products we haven’t received. You will then be responsible for the product until you can prove that we have received it.)

In case of a complaint where we do not find any defect, or if it is a defect caused by wrongly usage the item(s), we may charge a fee of 39KR for return shipping back to you, or dispose of it free of charge. If we do not encounter any defects, you are also charged for the shipping cost from you to us. We will keep you updated along the way. We never charge a fee for an approved claim.

If you feel unsure about your claim, you can always send us a picture of what you believe is wrong to get an approval and avoid any additional costs for shipping.

Please also fill in the return slip on why you return/complain about your product and put the information inside the package. We are not responsible for returning packages where we can not indicate whose return/claim the package belongs to, make sure to write your order number and name on a note and put in the package since the label on the outside of the package may be damaged during shipping.

International customers

We apply 14 days right of withdrawal that takes effect from the day you received/picked up your order.

If you are not completely satisfied with your order, you can return it to us for a refund or an exchange within 14 days, providing the goods are returned unworn and in their original packaging with the seal intact.

The return right does not apply to gift cards or earrings where the seal is removed.

International returns are at your own expense and should be sent to the following address:

(We recommend that you use a e shipping alternative as we are not responsible for returned products we haven’t received. You will then be responsible for the product until you can prove that we have received it.)

For non EU/ESS members, make sure to clearly mark your return/complaint as a return since we do not pick up items with VAT or Custom charges.

In case of a complaint where we do not find any defect, or if it is a defect caused by wrongly usage the item(s), we may charge a fee for return shipping back to you, or dispose of it free of charge. If we do not encounter any defect(s), you are also charged for the shipping cost from you to us. We will keep you updated during the course of the case. We never charge a fee for an approved claim.

If you feel unsure about your claim, you can always send us a picture of what you believe is wrong to get an approval and avoid any additional costs for shipping.

Please also fill in the return slip on why you return/complain about your product and put the information inside the package. We are not responsible for returning packages where we can not indicate whose return/claim the package belongs to, make sure to write your order number and name on a note and put in the package since the label on the outside of the package may be damaged during shipping.

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU/ESS. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

How long after i received my order can i make a return/exchange?

You can return an item up to 14 days after receiving your order.

*We reserve the right to not refund you if you return items to us that doesn’t comply our Return Policy.

Will you refund my delivery cost?

We do not usually refund delivery costs unless you received the wrong item or your item was defective when you received it.
By using the Pre Paid Return Label 39SEK will be deducted from the amount of your refund (only available in Sweden).

I have not received my exchange? What do i do?

Please allow at least 14 days for us to receive your items and process your return.
If you still haven’t received your exchange after 14 days please contact us at: hello@meloonpro.com

Customs & Import duties?

Customs & Imports duty charges do not apply to customers in Sweden or EU.

We are not responsible and do not pay for the costs (ex. customs and VAT) that may occur when sending you a product or when we receive a return from a country outside of EU. Please be aware that you might be required to pay Customs & Import duties when you accept delivery of the items from your courier.

(We do not pick up returns with VAT or customs charge. If you are unsure how to declare your return/defect item please contact us at hello@mulicollection.com before returning your item)

I have not received my refund?!

Once we have received your item we will process the return. It can take up to 5-10 working days until you receive the amount to your account from the day we sent you the confirmation about the refund.

Help me, i have been refunded the wrong amount??

If you return your item by using our Pre Paid Return Label, 39SEK will be deducted from the amount we refund to your bank account.

If this isn’t the issue please email us at hello@mulicollection.com including Order Number and information about the amount you’ve been refunded and we will get back to you shortly.

Can i change/cancel my placed order?

Since we’re super quick at processing orders you must immediately contact our customer care at hello@mulicollection.com with your change/cancellation request details included in the email. If your order already have been processed the changes and cancellations cannot always be fulfilled.

Still need help?

2 + 12 =

0
    Your Cart
    Your cart is emptyReturn to Shop
      Calculate Shipping
      Apply Coupon