FAQ
Welcome to Molli & Moai's FAQ page!
This is a dynamic space that's continuously evolving. If you feel that any useful information is missing or have any questions, don't hesitate to contact me through the contact form or email me at hello@molli-moai.com.
As more questions appear, I'll add them here to ensure you have all the information you need.
For more detailed information, please refer to my Terms and Conditions, Privacy Policy, and Cookies Policy.
Are your dolls safe for children?
Yes, my dolls are CE certified and come with age specifications and recommendations to ensure safety.
Are your materials eco-friendly?
All fabrics are either GOTS-certified or OEKO-TEX®, ensuring they meet strict environmental and social criteria and are tested for harmful substances.
How should I wash my dolls?
To keep your dolls looking fresh and vibrant, follow these simple washing instructions: spot clean or hand wash gently with cool water and lay flat to dry.
For more helpful washing tips and recommendations, be sure to check out my blog post where I share advice on how to care for your friends. Happy washing!
Do you offer gift-wrapping options?
Instead of paper wrapping, each doll is delivered in a handmade bag made from recycled textiles, which can be reused for various purposes. For example, I like to use it to carry bread! These bags can also be personalized with a message, adding a special touch to your gift.
Can I customize my order? How does it work?
Yes! To personalize your reversible doll, simply follow these steps:
- Visit the 'Customize your reversible doll' page on the website.
- Click on the 'Customize' button.
- Select the desired features for doll A, then proceed to customize doll B.
- Once you're satisfied with your selections, click 'Add to Cart.'
- Complete your purchase by following the checkout process as you would for other products.
Please note that, being made to order, custom dolls may have longer delivery times due to preparation and the number of orders received. If you are in a hurry or wish to receive your doll by a specific date, contact me via email at hello@molli-moai.com to confirm if it's possible.
Note: As a personalized product, once purchased, this doll cannot be exchanged or returned. Make sure that all customization details are accurate before placing your order.
When will my order be ready?
Orders will be shipped twice a week, and preparation time is 2 to 5 working days once payment is confirmed. When I ship your order, you'll receive a notification in your email containing the order's tracking number and a link so you can track the shipment.
Please note that, being made to order, custom dolls may have longer delivery times due to preparation and the number of orders received. If you are in a hurry or wish to receive your doll by a specific date, contact me via email at hello@molli-moai.com to confirm if it's possible.
What is your return policy?
If for any reason you are not satisfied with your purchase, you can return the item within 14 days of receipt by contacting me at hello@molli-moai.com within this timeframe. Please ensure the item is returned in perfect condition, with all labels intact and in the original packaging. Customers are responsible for the cost of return shipping. For more details, consult my Terms and Conditions.
This right cannot be exercised when custom reversible dolls are purchased, which are produced according to the options chosen by the Customer, using the customization tools available on the "Customize your reversible doll" page.
What payment methods do you accept?
I accept various payment methods including MB Way, Multibanco Reference (for Portugal), and Visa, Mastercard, or Maestro credit cards.
Do you ship internationally?
I ship to the following countries: Portugal, Spain (except Canary Islands, Ceuta and Melilla),Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Slovakia.
Unfortunately, I am unable to ship worldwide at this moment, but please feel free to contact me with any questions or suggestions.
Which shipping options do you offer?
You can choose whether you want to receive the order at your address, delivered by CTT Expresso (Portuguese Post), or if you prefer to pick it up at my workplace, located at Bairro dos Moinhos 6, 6270-271 São Romão – Seia, Portugal. You can pick up your order between 10 am and 5 pm on weekdays.
How much will I pay for shipping? And when will I receive my order?
The table below lists all about shipping rates and estimated delivery times.
Purchases over 70€ benefit of free delivery!
For additional guidance deliveries, please consult the 'Delivery' section in my Terms and Conditions.
How can I contact you for inquiries or assistance?
You can contact me by phone at +351 912 498 772 (call to the mobile network in Portugal), via email at hello@molli-moai.com, or through the contact form.
I am here to help with any questions or concerns you may have.
What about Copyright?
Molli & Moai is a creative project that requires a lot of effort and investment. All content on my website is protected by intellectual property rights, in accordance with Portuguese and European Union laws. Elements present on the website, such as texts, designs, photographs, videos, graphics, and its structure, cannot be used without my prior written authorization, except where permitted by law. If you have any questions or wish to use any content, please contact me via email at hello@molli-moai.com.
Do you take commissions?
Certainly! You can customize your reversible doll here.
I am open to commissions and collaborations. If you have a specific project or idea in mind, please feel free to reach out to me with details. I'd love to discuss how we can work together to bring your vision to life. I look forward to hearing from you!
I can't find what I'm looking for
Feel free to contact me through my contact form or email, and I'll do everything I can to assist you.