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 if you have any questions, don’t hesitate to contact me through the contact form or by email at hello@molli-moai.com.

As new questions come up, I’ll keep updating this page to make sure you have all the information you need.

For more detailed or legally binding information, please refer to my Terms and Conditions, Privacy Policy and Cookies Policy.

Last updated: 14 January 2026

About the products

Are your products handmade?

Yes. From the first sketch to the final piece, all Molli & Moai products are designed and handmade by me, in small batches or as one-of-a-kind pieces. This includes ceramic pieces, fabric toys and reversible dolls.

Are all pieces exactly the same?

No. Even within the same collection, no two pieces are ever exactly the same.

This is especially true for ceramics, where variations can occur naturally during shaping, glazing and firing. These differences are not considered defects.

What is a reversible doll?

A reversible doll is a handmade textile doll that features two different characters or designs in a single piece. By flipping it inside out, the doll transforms, offering two personalities in one object.

Are your products suitable for children?

Some products are suitable for children, while others are intended for decorative or utilitarian use only.

• Reversible dolls and fabric toys are CE certified and include age recommendations. If you’d like to understand what this certification means in practice, I explain it step by step on my blog.
• Ceramic pieces and textile accessories are generally not toys, unless explicitly stated otherwise in the product description.

Please always check the individual product page for specific information.

What materials do you use?

• Textile products are made with fabrics certified under GOTS or OEKO-TEX® standards.
• Ceramic pieces are handmade using earthenware clay, decorated with engobes and finished with suitable glazes, depending on the piece.

Whenever relevant, material details are included in the product description.

How should I care for my products?

Care instructions depend on the product type:

• Reversible dolls and textile items: spot clean or gently hand wash with cold water and lay flat to dry. Care instructions are also included on the label of each item. For more detailed care tips, you can find a step-by-step guide on my blog, where I also share a few “real-life tests” (yes, including washing dolls at high temperatures and even putting them in the dryer… so you don’t have to).
  
  
• Ceramic pieces: clean gently with a soft cloth or hand wash when applicable. Decorative ceramic pieces are not dishwasher safe unless explicitly stated.

Orders and availability

Are the items in stock?

Stock availability is always shown on each product page.

Items marked as available can be purchased directly through the shop. I don’t offer pre-orders or made-to-order products through the website.

Items marked as sold out usually remain visible because they are likely to be restocked. Keeping them on the website for a while also helps customers understand the kind of work I make. If you’re interested in a sold out piece, feel free to contact me.

Please note that not all items available at markets are immediately updated on the website. As a one-person business, it’s not always possible to keep online and physical stock perfectly in sync.

My goal for 2026 is to have the same products available both online and offline, but in the meantime, if you’ve seen something at a market and can’t find it online, don’t hesitate to get in touch.

How long does it take to prepare my order?

Once your order is placed, I usually prepare it within 24 hours.

After preparation, I notify the shipping carrier. Collection by the carrier usually takes place on the following working day.

For deliveries within Portugal, shipping usually takes an additional 24–48 hours after collection.

For other countries, estimated delivery times vary and are shown in the shipping table below.

During busy periods or around markets and workshops, preparation times may occasionally be longer. In that case, the customer will always be informed.

Payments

What payment methods do you accept?

Available payment methods are displayed at checkout and may include:

• MB Way (Portugal – compatible with Bizum payments from Spain)
• Multibanco reference (Portugal)
• Credit or debit cards (Visa, Mastercard, Maestro)

Packaging

How is my order packaged?

Packaging can be exciting, but it is also expensive and generates unnecessary waste. Small businesses like mine don’t have the volume, budget or storage space to buy large quantities of custom packaging without significantly increasing product prices.

For this reason, I choose to prioritise the product itself rather than decorative packaging. Whenever possible, I reuse boxes and protective materials I already have, giving them a second life (and hopefully you can give them a third, and so on).

The goal is always to ensure that your order arrives safely, while keeping packaging simple, responsible and focused on what really matters: the piece inside.

That said, I always include a small, thoughtful touch in each order, as a thank you for supporting my work. 🫶

Shipping & Delivery

Shipping: what do I need to know?

All available destinations, shipping prices and estimated delivery times can be found in the table below. Orders over €80 benefit from free shipping. If your country is not listed, feel free to contact me to check availability.

Please note that these timeframes are indicative. You’ll always receive an estimated delivery date in the shipment confirmation email.

What delivery options are available?

You can choose between the following delivery methods:

CTT Express (home delivery)
Orders are delivered to the address provided at checkout on working days. A tracking number and estimated delivery date are sent by email once the order is shipped. Someone must be present at the address to receive the delivery.

In-person pickup at markets or events (free)
When available, you may choose to collect your order in person at a market or event where I’ll be present. This option is free of charge and will only appear at checkout when applicable, including the exact location, date and time for pickup.

Important delivery information

Orders cannot be delivered to P.O. boxes.

Please make sure the delivery address provided at checkout is correct and complete, as incorrect information may cause delivery delays or issues. :(

If a delivery attempt is unsuccessful, the carrier will provide instructions to reschedule delivery or collect the parcel.

Returns and cancellations

Can I return my order?

If for any reason you are not satisfied with your purchase, you may return the item within 14 days of receipt by contacting me at hello@molli-moai.com.

Returned items must be in perfect condition, unused, with all labels intact and returned in their original packaging. Return shipping costs are the responsibility of the customer.

For more detailed information, please refer to the Terms and Conditions.

Please note that I am not able to accept returns for the following products:

• personalized or custom-made items, produced according to the customer’s specifications;
• workshops that have already taken place or are cancelled outside the indicated cancellation period.

Workshops

How do I sign up for a workshop?

Workshops are announced through social media and/or the newsletter. Workshops must be booked in advance through the website. Your spot is only confirmed once payment has been completed.

Are workshops suitable for children?

Some workshops are open to children, while others are intended for adults only. This information is clearly stated on each workshop page. In some cases, children must be accompanied by an adult.

What happens if I can’t attend a workshop?

Cancellation and refund conditions are specified on each workshop page. In general, cancellations are only accepted up to a certain time before the event. Late cancellations or no-shows are non-refundable.

How will I receive my ceramic piece after a workshop?

After the workshop, ceramic pieces are glazed and fired. Once ready, they are either shipped via CTT or delivered in person at an agreed location, as described in the workshop details.

Can I organize a workshop on request?

If you’re interested in organizing a workshop for a group, a special occasion or a specific activity, feel free to contact me and we can discuss the details together.

Newsletter

Do you have a newsletter?

Yes. I occasionally send a newsletter to share updates about new products, upcoming workshops, markets and events. It’s meant to be once a month, but I’ll be honest, my regularity isn’t great!

Subscribing to the newsletter is the best way to hear about new releases and workshops before they are announced publicly. I only send emails when there’s something meaningful to share, and you can unsubscribe at any time.

Copyright and originality

What about copyright and originality?

Molli & Moai is a creative project built around original ideas, designs and handmade processes. All content on this website - including texts, designs, photographs, videos and graphics - is protected by intellectual property rights under Portuguese and European Union law.

All creations by Molli & Moai are registered with Safe Creative, a platform that protects authorship and creative ownership. Any use of this content without prior written authorization is not permitted, except where allowed by law.

In addition, many pieces created from 2026 onwards are produced in small, numbered series. When this is the case, each piece is individually numbered and labelled, reinforcing its uniqueness and limited nature.

If you have any questions or would like to request permission to use any content, please contact me at hello@molli-moai.com.

Contact and support

I can’t find what I’m looking for. What should I do?

If you have any questions or need further clarification, you can contact me via the contact form or by email at hello@molli-moai.com. I’ll be happy to help.