Frequently Asked Questions
Below we have collected some common questions you might want to have answers on. If you still have some unanswered questions please contact us at hello@mulicollection.com
Orders
Where is my order?
Once your order has been shipped you will receive an email with a tracking number, please use this to track your order.
Orders shipped within Sweden normally take 1-3 business days. Orders shipped internationally normally take 1-5 business days depending on shipping method.
I have not received my order confirmation?
Please check your junk/spam folder. If you have not received your order confirmation the day after a purchase, please contact our customer service at hello@mulicollection.com, and we will send it to you.
Can I change / cancel my placed order?
We’re quick at processing your orders, please contact our customer care immediately at hello@mulicollection.com with your cancellation request details included in the email. If your order already has been processed the changes and cancellations cannot always be fulfilled. Make sure to check that the item(s) in your cart and your shipping address are both correct before order.
Can I change my delivery address?
We’re quick at processing your orders, please contact our customer care immediately at hello@mulicollection.com and we will do our best. Once the order is processed we’ll no longer be able to change your delivery address.
What currency is your order in? What payment methods can I use?
Prices are shown and charged in either SEK, NOK, DKK, EURO, USD.
We accept payments with Visa, Mastercard, American Express, Swish, Paypal and Klarna.
Will I be charged customs and import duties?
Customs & Imports duty charges do not apply to customers in Sweden or the 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 the 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 would like to remove/add a product to my order, can I do that?
We cannot add or remove a product from an already placed order. You are welcome to place a new order.
Returns
What is your return policy?
You are welcome to make your return up to 30 days from the day you received your order. You can expect it to take up to 14 days from the date you have sent your return until our warehouse has received it. Thereafter it can take us 2-6 days to register and process your return. If you have paid by card, it may take 3-5 banking days until the money is available on your card again.
If an item is returned because of a complaint it will be repaired or exchanged for a new product, at no extra cost. If you want to make a complaint, please email us at hello@mulicollection with pictures of the defect. Muli Collection does not replace damages that are caused by improper use (please read our care instructions), loss or accidents.
Read more and register your return here
Can I exchange my order/size?
Click here to get the correct information depending on your current location.
Do you offer free exchanges?
We offer free exchanges within Sweden, you have 1 free exchange per order. If you wish to exchange your product from a country outside of Sweden, make a return and then simply place a new order on our website.
How much does a return cost?
We do not offer free returns, the cost of the return will be withdrawn from the refund. The cost for the return shipment depends on where you’re located. Click here to find the correct information depending on your country.
Do you refund shipping costs?
No, we do not. The shipping fee added when placing an order is a fee to cover the service the transportation company provides when delivering a package and is therefore not refundable. The Shipping cost to you is not refundable either.
Can i return different orders in the same package?
You cannot return different orders in the same package as we may not be able to trace the products back to a specific order. If information is missing, your refund may be withheld.
How do I file a product complaint?
If you want to make a complaint, please email us at hello@mulicollection with pictures of the defect. Muli Collection does not replace damages that are caused by improper use (please read our care instructions), loss or accidents.
Shipping
Where do you ship from?
We ship from our warehouse in Borås, Sweden.
What shipping options do you provide?
Postnord & DHL Express.
How long will it take for my order to arrive?
Our orders are shipped with the couriers Postnord or DHL Express.
Orders shipped within Sweden normally take 1-3 business days.
Orders shipped internationally normally take 1-5 business days depending on shipping method.
How much does the shipping cost?
We offer free shipping worldwide on orders over 700SEK / 70€.
For order below this amount cost are as follows:
Shipping cost within Sweden: From 30SEK
Shipping cost internationally: From 6€
The exact delivery time and cost is specified in the cart at each shipping method once you have added a product to your bag.
General
Can I order just one earring?
All our earrings are sold as pairs, and therefore we do not offer the option to order just one earring.
Do you have a physical store?
We do not have a physical store of our own. However, we have partnered with several retailers where our products are available. Here are the listed locations:
Borås: Joel & Jolina
Gothenburg: Scandinavian Art & Design,
Karlskrona: Smycka
Nässjö: Smycka Z-guld
Partille, Allum: Smycka
Stockholm: Adoore, MOOD gallerian
Örebro: Smycka, Marieberg