Returns & Exchange
Policy
Returns, Exchanges & Refund Policy
Clear, fair, and straightforward. Here is everything you need to know — including our full Refund Policy.
Exchange Policy
7-Day Exchange for Store Credit
MOLE offers a 7-day exchange for store credit from the date your parcel is received. Store credit never expires and can be used on any MOLE product.
✓ Eligible for Exchange
- Unworn & unused — no signs of wear, washing, or perfume
- Original tags attached — all labels intact, undetached
- Original packaging — returned in its original bag or box
- Proof of purchase — order confirmation number required
- Submitted within 7 days of receiving the parcel
✕ Not Eligible for Exchange
- Pre-order items
- Sale and discounted items
- Gift cards
- Items with removed tags, signs of wear, or damage
- Items returned after the 7-day window
- Items without proof of purchase
Process
How to Start an Exchange
Email Us
Contact us within 7 days of receiving your order with your order number and reason
Get Approved
Wait for our confirmation and the return address — do not ship without approval
Ship It Back
Return in original packaging with order confirmation — customer bears return shipping cost
Items returned without prior approval will not be accepted and may be returned to sender at the customer's cost.
⏳ Pre-Order Items — Non-Returnable
All Pre-Order items are strictly non-returnable and non-exchangeable. Pre-orders are produced or curated specifically for each customer's order and cannot be redirected once placed.
To ensure a perfect fit before placing a pre-order, please:
- Measure your bust, waist, hips, and shoulder width accurately
- Refer to the product measurement chart — all MOLE measurements are individually measured and true to size
- If unsure, email us before ordering — we are happy to recommend the right size
- Pre-orders cannot be cancelled once placed
Refund Policy
When & How Refunds Work
MOLE's default refund policy is store credit — not cash. Below are all scenarios and outcomes. This policy has been prepared in compliance with payment provider requirements.
Wrong Size (Customer Error)
Store CreditIf the item doesn't fit due to a sizing choice made by the customer, we will exchange for store credit if conditions are met within 7 days.
Change of Mind / Don't Like It
Store CreditWe understand that shopping online can sometimes lead to mismatches. We offer store credit exchange within 7 days for eligible items.
Defective or Damaged Item
Replacement SentIf your item arrives with a manufacturing defect or is damaged in transit, contact us within 48 hours with photos. We will arrange a free replacement.
Wrong Item Sent by MOLE
Replacement SentIf we dispatched the wrong item, please contact us within 48 hours. We will cover all shipping costs and send the correct item immediately.
Pre-Order Items
Non-RefundablePre-orders are produced specifically for each order. They are non-returnable, non-exchangeable, and non-refundable in all circumstances.
Sale & Discounted Items
Non-RefundableAll sale and promotional items are final sale. No exchanges or refunds are available for discounted purchases.
Parcel Lost in Transit
Investigation & ReplacementIf your parcel tracking shows no movement for 14+ days, contact us. We will raise an investigation with the courier and prioritise a resolution.
Colour Difference (Screen Variation)
Not EligibleSlight colour variations due to screen calibration are not considered defects. Product photos are taken under controlled lighting to represent actual colour as closely as possible.
Store Credit never expires. It can be used on any MOLE product at any time — no minimum spend required.
For EU customers: A 14-day cooling-off period applies under applicable EU consumer protection law. Items must be unworn and in original packaging. Approved refunds are processed within 10 business days to the original payment method. Please allow additional time for your bank to reflect the balance.
Defects & Issues
Damaged or Incorrect Items
Please inspect your order immediately upon arrival. If you receive a defective, damaged, or incorrect item:
What to Do
- Take clear photos of the defect or issue
- Email us within 48 hours of receiving the parcel
- Include your order number and photos
What Happens Next
- Your case is prioritised
- A replacement is arranged at no cost
- Return shipping is covered by MOLE