FAQ / Help section

Help area / FAQ Frequently Asked Questions

Do you have questions about our products, your order or other topics? Here you will find many answers to the frequently asked questions of our customers.

If you cannot find the answer to your questions here, please contact our Customer Service!

How can we help you? Find answers by topic.

In your customer account you can access the data completely simply update.

Store your new email address or password in your
customer account. For your own security, we will then
send you a confirmation link to your old email address so that you can
confirm the change.

If you don't remember your password, you can simply change it at the Login
reset. Click there on “Forgot your password?” and enter the email address you used to create your Joe Molese customer account. Then please click on "Receive link to reset" and we will send it to you by email.

Please note: It can happen It will take some time for you to receive the email. Please also check your spam folder.

Click on the link in the email so that you can
assign a new password. You can then use this new password to log in to your Joe Molese account.

You can add or edit your delivery and billing addresses under Addresses in your customer account.

If your order has not yet been packed, you can cancel it and reorder it to the correct address.

< p>As soon as the package is handed over to our shipping partner, you will receive an email from the respective shipping partner to announce the package.
You also have the option of choosing a desired delivery location or storage location.

The security of your personal information is very important to us. Your login data is protected in accordance with our data protection declaration. All data is therefore transmitted via a secure SSL connection.

In order to process your order, we have to pass on some relevant data to our cooperation partners such as shipping partners
as well as banks or handed over to our partner for the technical processing of our email dispatch. All our partners treat your data confidentially in accordance with legal regulations and only use the relevant data for the purpose of the respective service. It will not be passed on to other third parties.

As a customer, you have the right at any time to request information about the data stored about you (extent and purpose).

You also have this Right to have this data deleted or corrected. In this case, please contact our Customer Service.

If you would like to delete your customer account, please submit your request via your customer account.

Please note: We can delete your account only delete when

- all outstanding amounts of your orders have been paid and none of your orders are no longer in transit.

- you have received all due refunds such as returns from us .

- there is no longer any gift voucher credit left in your customer account.

Standard shipping within Germany is free of charge

We will inform you about the expected delivery time of your order in the order overview.

Delivery always takes place on working days from Monday to Saturday with our shipping partners.

Shipping to packing stations is not possible.

Germany (mainland): free of charge

Other countries in the EU (mainland): EUR 9.90 (insured Shipping
to Austria, Italy, France, Poland, Czech Republic, Netherlands)

All other countries (mainland): EUR 22.90 * (insured shipping to Switzerland and Spain) *
Please note the individual import and customs regulations
of your destination country (further fees and costs may arise here).

We will inform you about the expected delivery time of your order in the order overview.

Please give us some time to prepare your order for dispatch
. As a rule, we ship orders within 3-5
working days, for some orders it may take a little longer.

If the parcel carrier cannot find you, you can see the Shipment tracking, for example, whether your package was left with a neighbor or in a branch.

No. You can also shop in our shop as a guest. For
Guest orders, only your order data is saved; no customer account
is created. If you would like to register for your next
order, you can do so using the same
email address. Of course, you can also place multiple orders as a guest.

To order as a guest: Complete your shopping cart and
checkout. You then have the choice to register or order as a guest.

To do this, go to “LOGIN” at the top of the page and then click on “Register now”.

Then fill out all fields marked with *. Choose a secure password and confirm your details.

You can view,
change or add to your details in your customer account at any time. Of course, we adhere to the valid Data protection guidelines and do not pass on your data to third parties.

Are you already a customer and have forgotten your password? Then
get a new one from us Send a password link by clicking on “Forgotten password” when logging in.

If you would like to order larger quantities of a product, please contact our customer service .

A completed order can no longer be changed.
As long as the order has not yet been packed, you can
cancel it and reorder it if necessary.

Your order was canceled unintentionally?

It can happen that an item is already sold out, but is still shown as available in the
shop. In very rare cases, the
order is then canceled by the system.

The “Cancel order” option is no longer visible?

If you can no longer see the “cancel order” option in your customer account
, then your items will already be ready for dispatch
. Some orders are ready for dispatch within a short time and can no longer be canceled.

What can I do if cancellation is no longer possible?

You can send the unwanted items back to us free of charge within 14 days of receipt.

You can pay in the traditional way by bank transfer. After receipt of payment your item will be shipped. If you want the
payment to be made faster, you can use PayPal, or
Immediate transfer e.g. Klarna.

To order as a guest: Complete your shopping cart and
go to
/>you to checkout. You then have the choice to register or
order as a guest.

When you complete an order and go to checkout, you can choose from
a number of payment methods offered. If you want to change a
selected payment method, simply click on “edit”
next to the payment method.

 

Payment via PayPal

If you select payment via PayPal, you will be redirected directly to PayPal at the end of the ordering process.

If you are already a PayPal customer, you can log in there with your user data and make the payment carry out.

You don't have a PayPal account yet? Then you can log in as a guest
or open a PayPal account and then confirm the payment.

The payment received from PayPal is usually recorded by us within
a few minutes and yours The order will be
processed immediately.

Please note that here you agree to PayPal's terms and conditions and therefore accept PayPal's processes.

Refund after a return

If you send the item back, the credit will
automatically be credited to the PayPal account you used. A credit to
another PayPal account is not possible.

Refund after cancellation

We will refund the amount of the canceled items to your Paypal account.

 

Payment by invoice

If you select payment by Klarna, You will be redirected directly to Klarna at the end of the ordering process.

If you purchase on account (creditworthiness required), the outstanding amount is due
within 14 days of the shipping confirmation. So that you
keep an overview, KLARNA will send you a short reminder via email within this payment period.

KLARNA IMMEDIATELY - If you use Klarna Pay with immediate transfer,
you can pay easily, quickly and securely with your
online banking details - without registering.

KLARNA INVOICE - Buy a new favorite product today
and simply pay for it later within 14 days. Select KLARNA
INVOICE as your payment method at checkout. After your purchase you will receive
your invoice. You can pay for this conveniently in the Klarna app or online.

Payment by credit card

With us you can conveniently and securely use your credit card pay.
We accept credit cards from MasterCard, Visa and American
Express. Your credit card will not be charged until your order
is shipped.

Refund after a return

If you return one or more items, the
corresponding value of the goods will be credited back to the credit card
that was originally charged. Please note: If your credit card has expired,
no refund is possible to your bank details. Please
contact your credit card company here.

Refund in case of cancellation

Of course you don't have to Pay for items that have been canceled. We
will not charge your credit card until your items have been shipped.

Security when paying by credit card

Your credit card details are transmitted encrypted using SSL process
. This transmission standard is also used by
Banks. Thanks to this high security standard, purchasing
from Joe Molese by credit card is safe.

 

Payment in advance

Your desired items will be packed and shipped as soon as we receive your
payment. Depending on the credit institution, it can take 3-5 working days for your payment to reach us. Please note that
this also applies to real-time transfers.

The items will remain reserved for you until your payment has been received (maximum 7 days).

Important note for the transfer - Please always state your
order number as the intended purpose and transfer
individually for each order.

Our bank details for SEPA transfer:

Payment recipient: JOE MOLSE

Intended use: Please indicate the respective order number in the intended use.

IBAN: For security reasons, this will only be shown to you when you order.

BIC: This will be shown to you for security reasons only displayed when you order.

Refund after a return

If you return one or more items, the Amount
credited back to the bank account from which you transferred.

Refund in case of cancellation

We will of course refund you immediately any amounts that have already been paid for the canceled items.

The voucher amount will be saved on your JOE MOLSE credit account
and you can use it for a later order.
Simply select the payment method “credit” when ordering.

Directly when ordering: Enter the voucher code in the “Vouchers” field in the last step
of the order and discount codes” and click
on “Redeem”. The voucher amount will be taken into account in the total amount in the shopping cart. You can undo your entry before completing your
order by clicking on the "X" in the
price list.

Can the order still be canceled in the customer account?

If so, you can cancel it and reorder the items. You can redeem the
voucher code at checkout in the “Vouchers and
Discount codes” field.

The order can no longer be canceled ?

If there is no longer an outstanding amount for your order and the
order can no longer be canceled, the gift voucher can
unfortunately no longer be used for this order.

Our gift vouchers are valid for the entire range on
joe-molese.de. There is no minimum order value and no
expiry date - gift vouchers are valid until the balance is
used.

Refund of gift vouchers

A cash payment of a gift voucher is not possible. If
you send items back to us, we will use the voucher as
credit, which you can redeem for your next order.

Please submit your complaint to our customer service by email.
We ask that you provide as complete information as possible so that we can quickly examine your
complaint.

Pack the item and stick the return label on the package

Place the items in the package and stick the enclosed
return label on the outside Package. The return shipping is
free for you. (If there is no return label included with the item, please contact our customer service.)

Make a return

You You can drop off the package at our shipping partner’s parcel shops.
Please keep the issued return receipt until we confirm your
return.

Refund received

The purchase amount will be credited immediately after we receive your return.

Returns are always free of charge for you. Please simply attach the
return label that we include in the package to the outside of your
return. This means that the return always goes to the correct address
and there are no shipping costs for you.

When unpacking your new printed shirt or hoodie,
you may notice a vinegar-like smell or a
cream-colored residue.

We use particularly environmentally friendly inks for printing on
Water based. This is not only non-toxic, but also vegan and biodegradable. Instead of toxic chemicals, the fixing solution is vinegar-based.

But don't worry! The smell is
gone after the first wash - and you should
wash new clothes before wearing them for the first time.

Important: The enclosed care instructions should be taken into account so that you can enjoy your garment for a long time.

All JOE MOLSE items are produced sustainably. This
means that we will only start producing your order
when you have completed the purchase. In comparison to
conventional off-the-shelf products, you not only get your very
personal product, but also a particularly sustainable one.

We do not produce in stock and therefore no unsaleable products br/>Remaining stocks that have to be disposed of in a complex and resource-intensive manner.

The printing inks are biodegradable and free of toxic and animal ingredients (vegan)

We give you The exact dimensions and
size recommendations for all of our products, so that your new favorite item really
fits you and doesn't have to be sent back.

We will either send your order (depending on the quantity).
Mailing bags made of paper, plastic or cardboard boxes. This
packaging consists of 69 percent completely biodegradable or recyclable materials.

Compare the information with a product you already have at home. It is best to place items of clothing flat on the floor when measuring.

Please note the size information for the respective product in the size table.

The item is one size smaller, please order one size larger

The exact size of the garments can be found in the size table of the respective product.

Can't find your answer here? Then contact us personally!

  • 100% Zufriedenheitsgarantie gewährleistet ein unbeschwertes Einkaufserlebnis

    100% SATISFACTION GUARANTEE

    Our satisfaction guarantee ensures a worry-free shopping experience for you. It is our goal to see our customers with a smile on their face.

  • Kostenloser Versand für ein stressfreies Shopping-Erlebnis

    FREE SHIPPING

    Enjoy our free shipping within Germany - our gift to you for a stress-free shopping experience!

  • Unser Versprechen Höchste Qualität

    OUR PROMISE

    Our promise: Highest quality. Each product is carefully selected and sustainably manufactured to give you the best experience.