FAQ

1. What is Molteza?

Molteza is an online fashion store offering a curated selection of women's and men's apparel designed for everyday wear and versatile occasions.

Shenzhen Zixiangzhao Industrial Co., Ltd. operates Molteza.

2. How can I contact Molteza?

For questions about products, orders, shipping, returns, or other customer service matters, don't hesitate to get in touch with us at:

Email: support@molteza.com
Phone: +86 17673793355

Our customer service team will assist you with your inquiry.

Orders & Payment
3. How can I place an order?

Select the product you would like to purchase, choose the available options such as size or color, and add the item to your shopping cart.

Proceed to checkout and follow the instructions to complete your order.

4. When will my order be processed?

Orders are generally processed within 1–3 business days after payment has been successfully received.

Processing times may vary during holidays, promotional periods, or periods of high order volume.

5. Can I cancel or change my order?

If you need to cancel or modify your order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate your request before the order is processed or shipped. Once an order has been processed or shipped, cancellation or modification may no longer be possible.

6. What payment methods are available?

Available payment methods are displayed during checkout and may vary depending on your location and the payment options currently supported by our website.

Shipping

7. Do you offer international shipping?

Yes. Molteza offers shipping to eligible international destinations.

Available destinations, shipping methods, delivery estimates, and applicable shipping charges may vary depending on the destination and will be displayed during checkout.

8. How long does shipping take?

Shipping times depend on the destination and shipping method.

China Domestic Shipping:

Standard Shipping: 5–8 business days

Expedited Shipping: 2–4 business days

International Shipping:

Standard Shipping: 7–15 business days

Priority Shipping: 5–10 business days

Shipping time is calculated from the date the order is shipped, not from the date the order is placed.

9. How long does order processing take?

Orders generally require 1–3 business days for processing before shipment.

Therefore, the actual delivery time includes both order processing time and shipping time.

10. Can I track my order?

Yes. Tracking information will be provided when available after your order has been shipped.

Please allow some time for the carrier's tracking system to update after shipment.

If you have questions about your tracking information, please contact our customer service team.

11. What if my package is delayed?

Estimated delivery times are provided for reference. Delivery may be affected by customs processing, carrier delays, weather, or other circumstances outside our control.

If your package appears to be significantly delayed, please contact us with your order number so we can review the available shipping information.

12. What if I entered the wrong shipping address?

Please contact us as soon as possible if you notice an error in your shipping address.

We will try to update the address before your order is processed or shipped. However, we cannot guarantee that an address change will be possible after processing or shipment.

Customers are responsible for providing accurate shipping information when placing an order.

Returns & Refunds
13. What is your return policy?

Eligible items may generally be returned within 30 days of delivery, subject to the conditions and exclusions stated in our Return Policy.

Items generally need to be unworn, unwashed, undamaged, and retain applicable tags and packaging.

Please review our Return Policy for complete requirements before requesting a return.

14. How do I request a return?

Please contact our customer service team before sending any item back.

Email: support@molteza.com

A return authorization may be required. Once your return request is reviewed, our customer service team will provide the applicable return instructions and return address.

Please do not send a return to the company's registered business address unless specifically instructed to do so.

15. Who pays for return shipping?

For standard eligible returns, customers are generally responsible for return shipping costs.

If the return is caused by our error, such as receiving a damaged, defective, or incorrect item, we will provide the applicable return assistance according to our Return Policy.

16. What if I receive a damaged or incorrect item?

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please provide your order number and clear photos or other relevant information so our customer service team can review the issue and provide further instructions.

17. When will I receive my refund?

Once an approved return has been received and inspected, the refund will be processed according to our Return Policy.

Return inspections generally take 3–7 business days after the returned package is received.

Once a refund is approved, it generally takes 7–10 business days for the refund to be processed and reflected through the applicable payment method.

The exact timing may also depend on your payment provider or financial institution.

18. Are there any items that cannot be returned?

Certain products or circumstances may be excluded from returns.

Please review our Return Policy for the current list of exclusions and applicable conditions before requesting a return.

Privacy & Website
19. How does Molteza protect my personal information?

We collect and use personal information as described in our Privacy Policy, including information necessary to process orders, provide customer service, operate our website, improve our services, and communicate with customers where applicable.

Please review our Privacy Policy for detailed information about data collection, use, storage, and customer rights.

20. Does Molteza use cookies?

Yes. Molteza uses cookies and similar technologies for website functionality, preferences, analytics, and other purposes described in our Privacy Policy.

Where required by applicable law, non-essential cookies are activated only after the required consent has been obtained.

21. Where can I find your website policies?

You can find our main website policies through the links provided on our website, including:

Shipping Policy

Return Policy

We recommend reviewing these policies before placing an order.

Molteza is operated by:

Shenzhen Zixiangzhao Industrial Co., Ltd.

Registered Address:
Room 216, 2nd Floor, Liangji Building, Donghuan 1st Road, Fukang Community, Longhua Subdistrict, Longhua District, Shenzhen

Email: support@molteza.com
Phone: +86 17673793355

For questions regarding your order, products, shipping, returns, or other customer service matters, please contact us using the information above.