Customer Care

Backorders

A number of our products become available for backorder when no longer in stock. Backordered items are clearly marked on the product page, cart and checkout pages for your convenience. Since our products are individually handmade in Colombia, you can expect backordered item(s) to be reproduced in approx. 4 to 6 weeks. Once your order has been reproduced and is ready for shipment, you will be notified with a shipping confirmation email and tracking number. In the event your order contains both in-stock and backordered items, it will most likely be delivered in two (2) shipments, as in-stock items ship as soon as your order is processed and backordered items ship in approx. 4 to 6 weeks.

For all backorders we offer a single flat rate shipping option of $25.00 per order. In the event your cart contains both in stock and out of stock products, you will be charged for both shipments. You will receive a confirmation email with tracking information for each separate shipment. Occasionally, we ship your backordered or pre-ordered item(s) directly from our office location in Bogotá, Colombia via DHL.

Shipping

FedEx is our courier for all in-stock, domestic shipments in the contiguous U.S. and Canada. You will receive an email containing your Tracking Number once your package has been shipped from one of our locations. If you have created an account with us your order tracking information can also be found on your order confirmation page within the My Account portal.

Our warehouse is closed on major U.S. holidays. Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

Below is a complete list of shipping options available. Your location and/or product(s) ordered determine which shipping options are available and will be presented within your cart and checkout at the time of order.

SHIPPING OPTIONS FOR ITEMS IN STOCK:

  • United States (Contiguous 48 States and District of Columbia)
    • Standard Shipping – Complimentary (5-7 business days)
    • Express Shipping – $22.00 (2-4 business days)
    • Next Day Delivery – $40.00 (1 business day)
  • United States (Alaska, Hawaii and US Territories) and Canada
    • Standard Shipping – $15.00 (5-7 business days)
    • Express Shipping – $30.00 (2-4 business days)
  • International
    • Express Shipping – $45.00 (2-4 business days)

SHIPPING OPTIONS FOR BACKORDERED ITEMS:

  • United States and International
    • Standard Shipping – $25.00 (5-7 business days)

Delivery times include order processing and begin on the following business day for orders placed at or before 3 pm CST.

In the event your order has not been delivered within the estimated period, we suggest you:

  • Check the order status in your account portal. If you haven’t created an account contact us at orders@molasasa.com.
  • Check that the shipping address provided is accurate.
  • In the event of a missed delivery, contact FedEx (for domestic orders) or DHL (for international orders) directly with your order tracking number.

For further assistance, email us at orders@molasasa.com and we will be happy to help.

Return Policy

At Mola Sasa we treasure the natural imperfections and slight variations in each product as a result of the handmade process. Due to the one-of-a-kind nature of our products, we do not offer returns. However, in the event you receive a damaged product please write to us immediately at contact@molasasa.com. Be sure to include your order number and any products you wish to return.

If your product is eligible for return, you will receive detailed instructions for the return process. Any items returned must arrive in their original condition, tags and packaging included. Unfortunately, we are unable to accept returns of used items or items missing original tags or packaging.

Once your package reaches the warehouse, please allow 3 to 7 business days for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. If your return has been accepted, you will be given the option of receiving a refund or a replacement product. Your refund will be issued less a flat rate Return Fee of $10.00 (domestic U.S.) or $20.00 (international) and you will receive a confirmation email.

Refunds

A full refund, less a $10.00 flat rate (domestic) or $20.00 flat rate (international) charge, will be granted within 3-7 business days of receiving your return. Once your return has been accepted, we will immediately process the reimbursement and send you a confirmation email.

The time needed to process your refund may vary based on the payment method used:

  • Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
  • PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.

If a return is accepted, the refund amount will be granted to the original payment method (credit card or PayPal). We apologize, but for security purposes, we cannot authorize a refund to a different account or payment source.

Customer Care page last updated: August 18, 2017