Shipping policy

Molleln rings are made to order. The total time before delivery consists of production time plus shipping time. Please review the estimates and responsibilities below before ordering, especially when the ring is needed for a proposal, wedding, anniversary, or other fixed date.

1. Shipping Destinations

Molleln ships to the countries and regions currently supported by the Shopify checkout. If a country or delivery address cannot be selected or accepted at checkout, that destination is not currently available.

Some destinations, remote regions, P.O. Boxes, and APO/FPO/DPO military addresses may not be serviceable by the available carrier. Even after checkout, Molleln may need to request an alternative serviceable address or confirm an additional charge or delivery time before dispatch.

2. Production and Shipping Time

Estimated delivery time = production time + shipping time.

Standard Orders

• Production: 6–8 business days;
• Standard shipping after production: approximately 5–7 business days;
• Estimated combined time: approximately 11–15 business days from the start of production.

Custom Orders

• Production: 10–20 business days;
• Standard shipping after production: approximately 5–7 business days;
• Estimated combined time: approximately 15–27 business days from the start of production.

Rush Service for a Standard Order

When an eligible Standard Order is upgraded with the $150 rush fee:

• Rush production: 4–6 business days;
• Expedited shipping after production: approximately 2–4 business days;
• Estimated combined time: approximately 6–10 business days from the start of production.

Rush Service for a Custom Order

When an eligible Custom Order is upgraded with the $150 rush fee, the estimated combined production and shipping time is 15–18 business days from the start of production.

When the Timeline Begins

The production timeline begins after payment is accepted and all required order information is complete. For a Custom Order, it begins only after the design, materials, price, specifications, and any required customer approvals have been finalized. A delayed reply, missing measurement, incomplete address, or late design approval will move the estimated completion and delivery dates accordingly.

Business days exclude Saturdays, Sundays, and applicable public holidays. Shipping time begins only after the completed order passes inspection and is accepted by the carrier.

3. Rush Service and Late Rush-Fee Refunds

The $150 rush fee covers prioritized production and expedited shipping for an eligible order. Rush availability must be confirmed, and the fee does not remove the need for complete order information or required Custom Order approvals.

If none of the exceptions below applies and a Rush Order is delivered at least two business days after the maximum applicable estimated combined timeframe, Molleln will refund the $150 rush fee. The applicable maximum is 10 business days for a rushed Standard Order and 18 business days for a rushed Custom Order, beginning from the confirmed start of production.

A late rush-fee refund does not cancel the order and does not entitle the customer to a refund of the ring’s price or other charges.

Rush-Fee Refund Exceptions

The rush fee is not refunded for a delay caused by or materially connected to:

• Customs inspection, import clearance, duties, taxes, or a government hold;
• Severe weather, natural disaster, transportation shutdown, labor disruption, or another event outside reasonable control;
• A carrier disruption, remote-area limitation, unsuccessful delivery attempt, or recipient unavailability;
• An incorrect, incomplete, or changed delivery address;
• A payment review, fraud-prevention review, or required identity or address verification;
• A customer’s delayed response, design approval, measurement, document, or other required information; or
• A requested order modification after payment.

If a ring is needed for a fixed event date, contact Molleln before ordering. The customer remains responsible for allowing sufficient time for production, delivery, and unexpected events.

4. Free Standard Shipping

Eligible orders with a discounted merchandise subtotal over $200 qualify for free standard shipping to a supported destination. The threshold excludes taxes, customs duties, import charges, the $150 rush fee, gift packaging, and other service charges.

Free shipping does not include expedited shipping, customs duties, taxes, remote-area surcharges, address-correction fees, return shipping, or reshipment caused by an incorrect address or failed delivery. Any available charge is displayed at checkout or confirmed before dispatch.

5. Carriers and Tracking

Molleln primarily ships through 4PX. Depending on the destination and service availability, 4PX may transfer the parcel to USPS or another local last-mile carrier. Molleln may select a different trackable carrier when appropriate for the destination, package, or service level.

A tracking number is sent after the parcel ships. Tracking may take a short time to show its first carrier scan, and events may appear on more than one carrier’s website after a last-mile handoff.

Customers generally cannot select or require a particular carrier. Carrier selection does not change the recipient’s customs, address, or delivery responsibilities under this policy.

6. Delivery Addresses and Address Changes

The customer is responsible for providing a complete and accurate recipient name, street address, apartment or unit number, postal code, city, region, country, telephone number, and other information reasonably required for delivery or customs clearance.

• Contact Molleln immediately if an address must be changed. We may be able to update it before dispatch, but a change is not guaranteed after fulfillment begins.
• After dispatch, Molleln cannot guarantee a carrier interception, rerouting, or address correction.
• The customer pays any address-correction, redelivery, return, customs, handling, and reshipment costs caused by an incorrect or incomplete address, recipient refusal, or unavailable recipient.
• If a parcel is returned and the customer requests reshipment, applicable charges must be paid before it is sent again.
• An engraved or personalized ring does not become eligible for a personal-reason return because of an address error, failed delivery, or refusal.

7. Customs Duties, Taxes, and Import Clearance

Unless checkout expressly states otherwise, the recipient is responsible for all import duties, taxes, brokerage charges, customs fees, and destination-country requirements. These amounts are set by governments or carriers and are not included in the product price or free-shipping offer.

The recipient must promptly provide reasonable documents or information requested by customs or the carrier. If a delay, storage charge, fine, return, seizure, or other loss results from refusal to clear the parcel, refusal to pay required charges, or failure to cooperate:

• The recipient is responsible for the resulting duties, taxes, storage, penalties, handling, return shipping, and related costs;
• Those costs may be deducted from any amount otherwise eligible for refund; and
• No refund is available when the parcel is destroyed, abandoned, confiscated, or cannot be returned because of the recipient’s refusal or failure to complete clearance, except where applicable law requires otherwise.

Molleln will not declare a false value or describe a commercial order as a “gift” to avoid duties or taxes.

8. Carrier Delays

Tracking estimates are provided by the carrier and may change. Customs inspection, weather, public holidays, peak-season volume, remote destinations, service interruptions, security checks, and other events may extend delivery time.

A carrier delay does not automatically qualify an order for cancellation, a product refund, or compensation. The limited late rush-fee refund described in Section 3 applies only when all of its conditions are satisfied.

9. Packages Lost Before Delivery

If tracking stops updating for an unusual period or the carrier indicates that the parcel may be lost before delivery, contact support@molleln.com. Molleln will open or assist with the required carrier investigation.

• A replacement, remake, or refund will not be issued while the carrier investigation remains open.
• The customer must provide any declaration, identification, or other reasonable document required by the carrier, subject to applicable privacy law.
• If the carrier formally confirms that the parcel was lost before delivery, Molleln may, according to the circumstances, remake and reship the item, send an available replacement, or issue the applicable refund.

10. Tracking Shows “Delivered,” but the Package Is Missing

If tracking shows delivery but the parcel cannot be found, first:

• Confirm the address on the order;
• Check the mailbox, entrance, porch, building reception, parcel room, and other safe locations;
• Ask household members, neighbors, or building staff; and
• Contact the local last-mile carrier using the tracking number.

Contact Molleln within 7 calendar days after the recorded delivery date if the parcel remains missing. We may assist with a carrier investigation, but a “delivered” scan does not automatically qualify the order for a refund or free remake. If the investigation confirms misdelivery or loss before receipt, Molleln will determine the appropriate resolution using the carrier’s findings and applicable law.

11. Shipping Damage

Report visible parcel or transit damage to support@molleln.com within 3 calendar days after the recorded delivery date. Keep all materials needed for a carrier claim, including:

• The outer parcel and shipping label;
• All internal packaging;
• The ring, certificate, promotional gifts, and other contents; and
• Clear photographs and, when available, an unboxing video.

A ring-quality concern may still be reported under the applicable Refund, Return & Cancellation Policy, but failure to report visible transit damage promptly may prevent Molleln or the carrier from accepting a shipping-damage claim.

12. Failed Delivery, Refused Parcels, and Returns to Sender

A parcel refused by the recipient, left unclaimed, returned because of failed delivery attempts, or returned because of an incorrect address is not automatically treated as an approved return.

When a parcel is returned to Molleln, we will inspect it and contact the customer. Redelivery requires payment of applicable shipping, customs, address-correction, handling, and return costs. Any refund eligibility remains subject to the Refund, Return & Cancellation Policy, including the exclusions for engraved and personalized orders.

13. Relationship to Returns and Warranty Service

Shipping for personal-reason returns, warranty requests, repairs, gemstone replacements, replating, and trade-ins is governed by the applicable Refund Policy and Five-Year Limited Warranty. Do not ship a ring to any address until Molleln provides written authorization and instructions.

14. Contact and Statutory Rights

For shipping assistance, email support@molleln.com and include the order number and tracking number when available.

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited under applicable law. Mandatory rights provided by applicable local consumer law continue to apply.