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 frequently asked questions from our customers.

If you cannot find an answer to your question here, please contact our Customer Service!

How can we help you? Find answers by topic

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

Store your new e-mail 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 enter it at Login
reset. Click on "Forgot your password?" and enter the email address you used to create your Joe Molese customer account. Then please click on "Get reset link" and we will send it to you by email.

Please note: It can be something take a while for you to receive the email. Please also check your spam folder.

Click on the link in the e-mail so that you can
set a new password. You can then log into your Joe Molese account with this new password.

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

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

< p>As soon as the package is handed over to our shipping partner, you will receive an e-mail from the respective shipping partner announcing 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 privacy policy. 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 e-mail dispatch. All of 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 to request information about the data stored about you (scope and purpose) at any time.

You also have that Right to have this data erased or rectified. In this case, please contact our Customer Service.

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

Note: We cannot delete your account delete only when

- all outstanding amounts of your orders have been paid and none of your orders are on the way to dispatch.

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

- there is no more gift voucher credit 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 is always on working days from Monday to Saturday with our shipping partners.

Shipping to packing stations is not possible.

Germany (mainland): free

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

All other countries (mainland): EUR 14.90 * (insured shipping to Switzerland and Spain) *
Please note the individual import and customs regulations
of your destination country (additional fees and costs may arise here).

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

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

If the courier does not meet you, you can see the Tracking, whether your package was handed over to a neighbor or a branch.

No. You can also shop in our shop as a guest. With
guest orders, only the data of your order will be saved,
no customer account will be created. If you want to register for your next
order, you can do so with 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 go to the checkout. You then have the choice of registering or ordering 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 Privacy Policy and will not pass your data on to third parties.

Are you already a customer and have forgotten your password? Let us
create a new one for you Send password link by clicking on "Forgot 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 if necessary.

Your order was canceled unintentionally?

It may happen that an item is already sold out, but is still displayed 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 If you can no longer see the "Cancel order" option in your customer account, your items will already be made ready for dispatch. Some orders are
ready for dispatch within a short time and can no longer be cancelled.

What can I do if cancellation is no longer possible?

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

You can pay in the traditional way by bank transfer. After
payment has been received, your item will be shipped. If you want the
payment to be carried out faster, you can use PayPal or
Sofortüberweisung e.g. Klarna.

To order as a guest: Complete your shopping cart and go to
you to checkout. You then have the choice of registering or
ordering as a guest.

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


Payment via PayPal

If you choose to pay via PayPal, you will be forwarded 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 complete the payment

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

Incoming payment from PayPal is usually booked within
a few minutes and yours Order will be
processed immediately.

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

Refund after a return

If you return an item, it will be
automatically credited to the PayPal account you use. 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 choose payment by Klarna, you will be forwarded directly to Klarna at the end of the ordering process.

In the case of purchase on account (subject to creditworthiness), the outstanding amount is
due within 14 days of the shipping confirmation. To keep
an overview, KLARNA will send you another short
reminder by e-mail within this payment period.

KLARNA IMMEDIATELY - If you pay with Klarna Sofortüberweisung,
you can pay easily, quickly and securely with your
online banking data - without any registration.

KLARNA INVOICE - Buy a new favorite product today
and simply pay for it later within 14 days. Select KLARNA
INVOICE as the payment method at checkout. After the purchase you will receive your
invoice. You can pay for these 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 MasterCard, Visa and American Express credit cards. Your credit card will not be charged until your order

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 originally charged. Please note: If your credit card has expired,
refunds cannot be made 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 cancelled. We
do not charge your credit card until your items have been dispatched.

Security when paying by credit card

Your credit card details will be transmitted encrypted using the SSL procedure
. This transmission standard is also used by
banks. This high security standard makes shopping by credit card with Joe Molese safe.


Payment in advance

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

The items will remain reserved for you until receipt of your payment (maximum 7 days).

Important note for the transfer - Please always give your
order number as reference and transfer for each order individually.

Our bank details for SEPA transfer:


Reason for payment: Please enter the respective order number in the reason for payment.

IBAN: For security reasons, this is only displayed when you place your order.

BIC: For security reasons, it is shown to you only displayed when ordering.

Refund after a return

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

Refund in case of cancellation

Of course, we will immediately refund any amounts already paid for the canceled items.

The voucher amount will be saved on your JOE MOLESE credit account
and you can use it for a later order.
Then simply select the "Credit"
payment method during the order process.

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

Can you still cancel the order in the customer account?

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

The order can no longer be cancelled ?

If there is no outstanding amount for your order and the
order can no longer be cancelled, 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 cards are valid until the balance is

Gift card refunds

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

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

Pack the item and stick the return label on the package

Put the items in the package and stick the enclosed
return label on the outside Package. The return shipping is free for you. (If the item does not come with a return label
please contact our customer service.)

Place the return

You you can drop off the package at the parcel shops of our shipping partners.
Please keep the return receipt issued until we confirm your

Refund received

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

The return is always free of charge for you. Please simply stick the
return label, which we include in the package, on the outside of your
return. The return always goes to the right address
and you don't have to pay any shipping costs.

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

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

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

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

All items at JOE MOLESE are produced sustainably. This
means that we only start producing your order once you have completed the purchase. Compared to
conventional off-the-shelf products, you not only get your
personal product, but also a particularly sustainable one.

We do not produce for stock and therefore do not produce any unsaleable < br/>Residual stocks that have to be disposed of in a complex and resource-intensive manner.

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

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

We will send your order (depending on the quantity) either with
Shipping bags made of paper, plastic or in 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 lay clothing flat on the floor when measuring.

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

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

You can find the exact size of the garments in the size chart of the respective product.

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