Frequently asked questions
Below you will find a list of frequently asked questions. We hope that your questions will be answered here. If you want more information, please feel free to contact us.
General
I would like to become a customer. What is the procedure?
You can easily register yourself via the webshop. After filling in and submitting the register form you will receive an e-mail with your customer number and login code for the webshop. If you log in for the first time in the shop, the shop will ask you to check all personal data for inaccuracies.
Then it’s up to you to let yourself be surprised by our product range!
Till what time can I order and what are the shipment costs?
The last ordering time and porto border depends on the desired transport company. Reach out to us by phone +31 (0) 487 588823 or mail sales@molco.nl for more information.
Do I have to pay my orders in advance?
Payment in advance is not needed. We deliver all orders with an invoice. We ask our customers to comply the invoice within the payment time limit.
What guarantee term does Molco Europe use?
At Molco Europe, we use the standard warranty terms of our suppliers. In many cases this standard is 2 years (with the exception of electrical parts). Our own brands Palidium and Ashuki come with a standard 3-year warranty!
How does the bonus system of Molco Europe work?
A clear description of our loyalty savings system is given in the webshop in the menu “my profile” and then “bonus points”. If it is not completely clear after reading this explanation you can always ask our service desk staff. They can also view your current loyalty points balance in the shop.
Shipment
When do I know if my order has been shipped?
Once your order is shipped, we will send you the invoice by e-mail. Then you know that your parcel has left our warehouse. If your order is shipped by DHL, you will receive an e-mail with your parcel track and trace number and expected delivery time.
You can also find this information in our webshop in the section “my profile”.
What are the shipping costs for an order?
This depends on the shipping method. In the webshop you will see the exact shipping costs for your shipment in your shopping cart. To give you an example: a standard DHL delivery costs € 6.95 (to addresses in the Netherlands) and from €99,- all orders will be shipped free of charge.
Do you have the parcel number of my order?
When your shipment leaves our distribution centre, you will receive a PDF invoice by e-mail. On this invoice you can find your parcel number (note: not all parcel services work with track and trace numbers).
How can I see when I my order will be delivered?
If your order is shipped by DHL, you can check the current status of your parcel on the DHL website. Your package number can be found on your invoice which you have received by e-mail. Please note that not all parcel services work with parcel numbers and thus some parcels will be untraceable online. Our service desk team can tell you exactly the status of your parcel.
Can I have my order delivered elsewhere (drop shipment)?
Yes, that is possible. In the webshop you can choose “drop shipment“. If you choose this option you can enter an alternative delivery address in the next screen.
Webshop
Do I have a purchase obligation if I have a webshop account?
No, not at all. We are glad that we have been able to raise your interest. We hope that our prices you will do the rest.
How can I check the availability of the stock?
In our webshop, we work with 4 delivery time indications:
- Available immediately;
- Available 1-2 working days;
- Available 2-3 working days;
- Available 4-5 working days;
We make every effort to display this as accurately as possible. Unfortunately,it can happen that in periods around holidays the delivery will be slightly delayed. Of course this will be communicated with you by our staff and will be visible on banners or via the newsletter.
I forgot my login data, do I need to request a new account?
No, you can always reset your password on the login screen in the webshop. If you do not succeed please contact us.
I am not sure if my order has come through, could this be checked?
When you have placed an order in the webshop, the order can be seen immediately in the menu “my profile” and then “order history”. If you can not find your order here, then the order did not come through. It is possible that the products are still placed in your shopping cart. If you are still having problems, then we advise you to contact our service desk via +31 (0)487-588823.
There is an error in my order, can I still cancel or modify this?
Immediately after completing your order you can cancel or change the order. After releasing your order to our warehouse the order will be picked and packed within a maximum period of 30 minutes. After this moment it is not possible anymore to change or cancel an order.
Finance
How can I contact the administration?
You can reach our administration by e-mail via finance@molco.nl. We usually answer within a working day.
How do I receive my invoice?
We are trying to contribute to a green economy and therefore all invoices will be sent by e-mail. You can specify the e-mail address of your administration. Also, you can download and print your invoices from the webshop. You can find the invoices in the menu “my profile”.
How can I pay by direct debit?
To set up direct debit you need to fill out a form and send it to us and your bank. You can get these forms via finance@molco.nl.
How can I change my company information?
If you send an e-mail to salessupport@molco.nl with your company details, we will change it for you as soon as possible.
Returns
The items I received are not the same as the items I have ordered. What can I do?
You can return the wrong part to get a credit note. You can fill in the return request form in the webshop. Please note that the products must meet our return conditions for an acceptance. The conditions you will find here.
Do I need to send the return parcel to you?
No, that’s not necessary. Once we have accepted your return request, we will give command to DPD to pick up the parcel. All return orders which we sign up before 16:00 at the DPD website will be picked up at the customer location the next business day. Please take care of a good package to protect the return items during transport. Damaged packages will not be accepted.
I have signed up a return. Do I get a confirmation?
Yes, once you have registered your return via the shop you will receive a return confirmation by e-mail. We will also send you an e-mail with the further return procedure. Do you have a return signed up, but no confirmation of this, then we recommend you to contact our service desk.
I have received a credit note. How will the refund proceed?
Most customers compensate this refund with future orders, but if you want to have a credit note refunded, we ask you to send us an e-mail with your request to finance@molco.nl.
How long does it take for a return to be processed?
Once a return shipment is picked up at our customer it will be delivered to us within 24 hours. We aim to proceed returns, as soon as they are delivered to us, within 5 working days.
