FAQs
Frequently Asked Questions (FAQs)
Order Processing & Shipping
How long does it take to process my order?
Orders are processed within 3 business days (Monday to Friday). Orders placed on weekends are processed the next business day.
How long will it take to receive my order?
Once your order is shipped, the transit time is typically 3 business days (Monday to Friday). From the time of purchase, you can expect your order to arrive within 7-10 business days.
What shipping methods do you use?
We ship via UPS, USPS and FedEx for reliable and insured deliveries.
Do you ship internationally?
At this time, we only ship within the United Kingdom and United States.
How much does shipping cost?
We charge a flat shipping fee of $9.99 for all orders shipped within the United States.
Can I track my order?
Yes! Once your order is shipped, you’ll receive an email with tracking information. You can also track your order on our website by entering your tracking number.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of the delivery date. Items must be unused, undamaged, and in their original packaging. Personalized items cannot be returned.
How do I initiate a return?
Contact our customer service at support@molaark.store with your order number and reason for the return. We’ll provide instructions and, if applicable, a prepaid shipping label.
Who covers the return shipping costs?
For defective or incorrect items, NOVA SERVICES GROUP LIMITED covers the return shipping costs. For returns due to customer remorse (e.g., wrong size or change of mind), the customer is responsible for return shipping costs.
How long does it take to process a refund?
Refunds are processed within 7 business days of receiving the returned item. The refund will be issued to the original payment method.
Do you charge a restocking fee?
No, we do not charge a restocking fee for any returns.
Damaged, Defective, or Missing Items
What should I do if my item arrives damaged or defective?
Contact our customer service within 48 hours of receiving your order. Provide photos of the damage or defect, and we’ll arrange a replacement or refund.
What if I receive the wrong item?
If you receive an incorrect item, contact us immediately. We’ll cover the return shipping costs and ensure you receive the correct product.
What if my order never arrives?
If your order does not arrive, contact us so we can initiate an investigation with the carrier. If the product is not found, we’ll offer a full refund or replacement.
General Questions
What are your customer support hours?
Our customer support team is available Monday to Friday, from 9:00 AM to 5:00 PM (GMT +00:00) Edinburgh, London.
How can I contact NOVA SERVICES GROUP LIMITED?
You can reach us via:
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Email: support@molaark.store
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Phone: +1 737-282-1916
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Hours of Operation: Monday to Friday: 9:00 AM – 5:00 PM (GMT +00:00) Edinburgh, London
Do you offer exchanges?
To exchange an item, return the original item and place a new order once the return is accepted. This is the fastest way to receive your new item.
What payment methods do you accept?
We accept all major credit and debit cards. Payment is processed securely at checkout.
Do you use eco-friendly packaging?
Yes, we strive to use sustainable packaging materials to minimize our environmental impact.
Can I cancel my order?
You can cancel your order before it is shipped. If the order has already been shipped, you’ll need to follow the return process after receiving the item.
If you have any other questions, feel free to contact us at support@molaark.store or call +1 737-282-1916. We’re here to help!