Shipping & Returns
Shipping
Two delivery windows
Everything we sell falls into one of two groups, and every product page tells you which one it is.
| Group | What it means | Delivery |
|---|---|---|
| In stock | On hand in our Atlanta studio. Ships within 3 business days. | 7 to 10 days |
| Made to Order | Produced once you order it, so it is made for you rather than pulled off a shelf. | 2 to 4 weeks |
How to tell which one you are buying
Made to Order pieces are labelled Made to Order on the product page. If a product page carries no label, it is in stock and ships in 7 to 10 days.
Free shipping
US orders over $50 ship free. Below that, shipping is calculated at checkout.
Carrier and tracking
We ship via UPS and USPS. You get a tracking number by email as soon as your order ships.
Split shipments
If you order an in-stock piece and a Made to Order piece in the same order, we send the in-stock one straight away rather than holding it back. Each shipment gets its own tracking, so more than one package is normal and nothing is missing.
International
We ship internationally. Email contact@molliwater.com with your items and destination and we will send you a quote. Customs adds time on top of the windows above and varies by country. Any duties or import taxes are the customer's responsibility.
Returns
Window
You have 14 days from delivery to start a return. Items must be postmarked within that window.
Condition
Items must be new: unused, unopened and in their original packaging. We accept returns on defective items and on non-defective items you simply did not love. Made to Order pieces are returnable on the same terms.
How to start one
Email contact@molliwater.com with your order number and what you want to return. We will send you the return instructions. All returns are handled by mail.
Return shipping and restocking fee
The customer pays for return shipping. Use a trackable service, because we cannot guarantee receipt of a package we cannot track.
A restocking fee of $7.99 or 20% of the order total, whichever is greater, is deducted from your refund.
Exchanges
We do not offer exchanges. If you want something different, return your item for a refund and place a new order for the piece you actually want. It reaches you faster than an exchange would, and you are not waiting on us to process a swap.
Refund timing
Once your return arrives and passes inspection, your refund is issued to the original payment method. Bank processing usually adds a few business days on top.
Damaged or wrong item
Email us within 14 days of delivery with photos. If we got it wrong or it arrived damaged, we will make it right, and no restocking fee applies.
Questions
Everything else is on the FAQ, or email contact@molliwater.com.