We are afraid this is the boring, but important and essential bit! Here it outlines all areas of our terms and conditions and when placing an order with us you are agreeing to be bound by these terms.
Please read these terms and conditions carefully, as they contain important information. Please make sure you understand them, before ordering any products from us.
1. Information About Us and How to Contact Us
About Us:
Molke Ltd. is a limited company registered in Scotland with company number, SC552204. Our registered address is: Molke Ltd, Newlands, Scone, Perthshire, PH2 6NL. If you have any queries about these Terms or if you have any comments or complaints on or about our Site, you can contact us: via the “contact us” page on our website; ring our friendly Customer Service Team on 01738 553840 between 9am-5pm Monday to Friday (please note that calls may be recorded for training and monitoring purposes); email us at hello@molke.co.uk; contact us via webchat or write to us at Molke Customer Services, Newlands, Perth Airport, Scone, Perthshire, PH2 6NL.
How We Contact You:
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
2. Our Contract
Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the product.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3. Our Products
Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. As such, your product may vary slightly from those images.
4. Your Rights To Make Changes
If you wish to exchange a product you have ordered, you can:
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speak to one of our Customer Service Team on 01738 553840 between the hours of 9am to 5pm GMT Monday to Friday or email us at hello@molke.co.uk;
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We will let you know if the change is possible. If it is possible we will let you know about any changes to the price, delivery or anything else which would be necessary as a result of your requested exchange. If you confirm that you wish to go ahead with the exchange, we will deliver your exchanged item once we have received the product you are returning.
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If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
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Please note for any subscription products, you can cancel anytime after the first three months.
5. Our Rights To Make Changes
We may make changes to these terms or the product (for example, to reflect changes in relevant laws and regulatory requirements), but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
6. Provision of Products
Delivery costs. The costs of delivery can be found here.
We deliver Worldwide and to British Forces Post Office (BFPO).
We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
Our parcels are delivered by Royal Mail and their international partners. Please note, in certain circumstances, we may use an alternative courier for delivery at no extra cost to the customer. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the courier will leave a note informing you of how to earrange delivery or may offer you the opportunity to arrange collection, depending on location. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
The products will be your responsibility from the time your order tracking shows as delivered to the address you gave us. You will own the products once we have received payment in full.
Annual Shipping membership
Customers who purchase an ‘Annual Shipping Membership’ are provided with a code for free UK or US shipping membership, which is valid for twelve months from the date of creation.
The annual shipping membership gives the customer free shipping for an unlimited number of orders during the time period.
Membership lasts 12 months from the date of the creation of the code. It is only valid when logged into your customer account. After purchase, the customer will be emailed a unique discount code within 2-3 working days. This code must be entered at checkout when placing an order, for the free shipping discount to be applied.
Terms of returns:
We ensure all items that are posted to our customers are of the highest standard but if there is ever a need to return an item we do accept returns for a full refund (excluding the exceptions listed below).
Under The Consumer Contract Regulations, your right to cancel begins from the moment you place your order, up to 14 working days after receiving your order. Your right to cancel is unconditional.
The items must be returned in the same condition you received them within 30 days of receipt. Items that are not as new won’t be applicable for a full refund, but may qualify for a partial refund or credit note at our discretion.
We cannot accept returns for any items that have been worn or marked. This includes, but is not limited to:
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Make-up
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Deodorant marks
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Cigarette smoke
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Food spillages
The following items are not eligible for returns or exchanges:
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All items from the clearance section ‘Bra Boot Sale’.
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Any custom or made-to-order products.
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Tights once they have been worn or tried on.
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Molke Organic fabric that has been washed, cut or altered.
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The contents of the Comfort Club Treat Boxes
Exclusions to these terms:
These rights do not apply to the following items unless they are faulty, damaged or missing:
When trying on our underwear:
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We ask that all briefs and swim briefs are tried on over your own underwear in the interest of health and hygiene.
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We recommend trying on bras before applying deodorant to avoid marking an item you may wish to return.
If your Item was paid for by Gift Voucher or store credit, you will receive your refund amount in new vouchers or store credit.
Orders within the UK
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If complete orders are returned to Molke HQ, the full cost of postage will be refunded to you. N.B. This does not include Annual Free Shipping Membership.
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Simply click here to return your parcel to us or you can click on this direct link https://www.royalmail.com/track-my-return/create/3032 This is a fully tracked, free service. If you choose not use our free returns service we recommend you post your items back still using a tracked service as you are responsible for your package until it reaches our warehouse. We cannot be held responsible for any parcels that get lost or damaged on the way back to us.
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You can either print your label at home or you can pop it onto your smart phone and take it to the post office for them to print off for you.
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Please include your blue form with your order reference number and contact details and the reason for return in with the item.
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We do offer exchanges. In order to request an exchange please complete the blue form enclosed with your order. If the blue slip is missing or damaged, please contact Customer Service at hello@molke.co.uk . Please note that we can only exchange like for like designs and products (i.e. a different size in the same design). We are unable to exchange for completely different designs or items.
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Once we have received your return we guarantee to process any refunds within 10 working days (excluding weekends and bank holidays).
Orders outside the UK:
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Please complete the Returns Form that was enclosed with your order, with your details, order reference and reason for return.
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We currently don’t have a free returns process from outside the UK (we are working on it). We recommend you post your items back using a tracked service as you are responsible for your package until it reaches our warehouse. We cannot be held responsible for any parcels that get lost or damaged on the way back to us.
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We do offer exchanges. In order to request an exchange please complete the blue form enclosed with your order. If the blue slip is missing or damaged, please contact Customer Service at hello@molke.co.uk . Please note that we can only exchange like for like designs and products (i.e. a different size in the same design). We are unable to exchange for completely different designs or items.
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Please ensure that all parcels are securely sealed and always obtain a certificate or receipt of posting where possible.
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Please return your items to Molke Returns, Newlands, Perth Airport, Scone, Perthshire, PH2 6NL, UK.
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Once we have received your return we guarantee to process any refunds within 10 working days (excluding weekends and bank holidays).
7. Your Right To Terminate The Contract
You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
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If what you have bought is faulty or misdescribed you may have a legal right to end the contract (to have the item replaced, exchanged or refunded)
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If you want to end the contract because of something we have done or have told you we are going to do.
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Under the Consumer Contracts Regulations 2013 you have 14 days to change your mind.
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Subscription products can be cancelled any time after the first 3 months
8. How to Terminate the Contract With Us
To end the contract with us, please let us know by doing one of the following:
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Phone or email. Call customer services on 01738 553840 or email us at hello@molke.co.uk Please provide your name, address, details of the order and, where available, your phone number and email address.
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By post. If you have already received the products, use and complete the Returns form included in your and post the products to be returned to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address. You can use our free returns portal to return your item - here.
We will refund you the price you paid for the products including delivery costs (excluding Annual Free Shipping membership), by the method you used for payment. However, we may make deductions from the price, as described below:
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We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
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For cancellations of subscription products, please see below.
9. Our Rights To Terminate The Contract
We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
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we do not receive payment when it is due; or
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you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
10. Faulty Items
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01738 553840 between 9am-5pm Monday to Friday or email us at hello@molke.co.uk.
We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
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up to 30 days: if your products are faulty, then you can get an immediate refund.
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up to six months (and beyond; up to the expected lifespan of the product): if your products can’t be repaired or replaced, then you’re entitled to a full refund or replacement, in most cases.
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up to five years: if your products do not last a reasonable length of time you may be entitled to some money back.
Your obligation to return rejected products. If you wish to exercise your legal rights to reject products because they are faulty you must either return them to us marked “RETURNED GOODS” and post them to Molke, Newlands, Perth Airport, Scone, Perthshire, PH2 6NL, United Kingdom via a delivery services that does not require a signature upon receipt.
More information about returns and exchanges can be found here.
For further guidance from Citizens Advice can be found here.
11. Pricing and Payment
The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
We accept payment via PayPal, in which you can pay using a PayPal account or you can use it to pay via your debit or credit card. You must pay for the products before we dispatch them.
Klarna
In cooperation with Klarna Financial Services UK Limited, we offer you the following payment options. Payment is to be made to Klarna
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Pay Later
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement. Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
Clearpay
In cooperation with Clearpay Finance Limited, 22 Long Acre, Covent Garden, London, WC2E 9LY, we offer you the following payment options. Payment is to be made to Clearpay
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Buy Now Pay Later
Further information and Clearpay’s user terms you can find here. General information on Clearpay can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Clearpays privacy statement.
Store Credit
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Store Credit can be redeemed on the website.
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To redeem your Credit on the Website, log in to your account prior to purchasing and the credit balance will be redeemable at checkout.
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Molke Credit can only be redeemed by the subscription account holder.
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You cannot choose to use only a portion of your available store credit; the maximum amount of credit will automatically be applied to your order. If your order value is less than your Molke Credit, you can redeem the remaining balance in multiple transactions. As you use your credit, its value will decrease accordingly.
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If you return all or part of an order or purchase paid for in whole or part with Store Credit, or if we have been unable to fulfil part of your order, that was paid for in whole or in part with Store Credit, your refund will be back to store credit.
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Where you make a purchase using your Store Credit, you will not be entitled to a cash refund in any circumstances.
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Molke Credit is not redeemable for cash.
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Molke Credit cannot be redeemed against your Monthly Subscription Fee, delivery charges, or gift vouchers.
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Store credit is valid for 12 months from creation.
11.1 The Comfort Club Molke Store Credit Subscription
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Customers must be 18 or over and have a UK delivery address.
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Your subscription will commence, and a contract is formed, on our receipt of your payment of the first monthly subscription fee of £20 (twenty pounds) (the “Monthly Subscription Fee”).
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Your subscription term will last for an initial three months from the date of payment of the first Monthly Subscription Fee and will continue thereafter on a rolling monthly basis unless cancelled (please see How to Cancel below)
The Benefits:
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By signing up to, and The Comfort Club subscription, you will receive: i) £15 store credit each month that you can spend on what you choose (ii) A Molke Treat Box every 3 months with fun giveaways such as badges, postcards and small exclusive member items made from Molke fabrics. Please note, your boxes will not include core Molke products such as underwear. (iii) Molke perks; info on new releases, member-only exclusive prints and never-seen before products.
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Each of The Comfort Club treat boxes may vary in contents, and the value may differ. They may contain smaller or sample-sized products that are not available for retail purchase.
The Credit:
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Your Comfort Club credit will be issued to your account within 5 working days, and you will receive an email notification after we receive payment of your first Monthly Subscription Fee and monthly thereafter.
Subscription payment:
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Your first Monthly Subscription Fee will be taken on the date of sign up to the Molke Subscription Box. Following this, your Monthly Subscription Fee will be due and taken on that same date each month (unless no such date exists, in which case it will be the closest date prior to that) (the “Billing Date”).
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When you give us your credit or debit card details, you are confirming that you are either the cardholder or that you have permission from the cardholder to use the card for the purpose of signing up to the Molke Comfort Club subscription. You agree and acknowledge that your subscription has an initial and recurring payment of £20.00 and you accept responsibility for all recurring charges prior to cancellation, including, where applicable, any charges processed by us after the expiration date of your payment card.
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You will receive the Comfort Club Treat Box if you have paid and are subscribed to the Comfort Club on a sending month for the Treat Boxes. Treat boxes are sent in June, September, December and March.
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The payment of your Monthly Subscription Fee will be processed by third parties Shopify and Appstle. (Please note, when you subscribe to the Molke Comfort Club, the third party will securely store your card details to enable us to take payment of your Monthly Subscription Fee).
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Where you have not paid us your Monthly Subscription Fee by the relevant Billing Date, and you still have not made payment within two months of the Billing Date we will automatically cancel your subscription. If your subscription is cancelled, you may be able to subsequently re-subscribe, however, we reserve the right to not grant a new subscription to customers who have failed to pay for a previous subscription. Please note that any such cancellation by us, or any other failure or delays to exercise our rights or remedies under these terms or at law in respect of your non-payment, shall not constitute our waiver of our rights or remedies and shall not prevent nor restrict the further exercise of that right or any other right or remedy by us.
Returns:
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The contents of each Comfort Club Treat Box is non-returnable, non-refundable and cannot be exchanged (subject to your statutory rights).
Cancellation of subscription:
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You may cancel your Molke Comfort Club subscription at any time after the first three months.
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To cancel your subscription after the first three months, please do so by logging into your customer account and clicking on 'Manage Subscription'.
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The cancellation will come into effect at the end of that current billing month (unless cancelled during the first three months, in which case, cancellation will come into effect at the end of the third month).
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We reserve the right to cancel or amend the Molke Comfort Club subscription or its terms (including the price of the subscription) at any time. We will provide you with notice of any changes to these terms. You may cancel your subscription in accordance with this paragraph if you do not wish to proceed with any changes.
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If you choose to cancel your Molke Comfort Club subscription, any Molke Credit you have accrued and not spent will remain valid for 12 months from the date of payment of your last Monthly Subscription Fee. You will not be entitled to any refund of your Molke Credit.
12. Our Responsibility for Loss or Damage Caused by Us
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987
We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. How We May Use Your Personal Information
We will only use your personal information as set out in our Privacy Policy.
14. Gift vouchers and e-vouchers
Gift vouchers and e-vouchers supplied by Molke Ltd cannot be exchanged for cash. Gift vouchers which are defaced, altered, expired or cancelled will not be accepted. Any refunds due on orders purchased via gift vouchers will be issued onto new gift vouchers.
Molke Ltd reserves the right to change the range of gift vouchers and gift cards we offer at any time, without prior notification. Molke Ltd can take no liability for any lost, stolen or damaged gift vouchers once responsibility of ownership has passed to the customer at time of delivery.
14.1 Twice-as-Nice E-vouchers
Twice-as-Nice e-vouchers provided by Molke Ltd cannot be exchanged for cash.
These special e-vouchers have the following terms:
- They are worth double the amount paid for the voucher (for example, if you pay £20, your e-voucher will be worth £40; if you pay £50, your e-voucher will be worth £100, etc.).
- They are valid for use on all products available on the Molke website, except for the purchase of standard gift vouchers.
- They can only be redeemed between 1st September 2025 and midnight on 28th February 2026 (GMT).
- Any purchases returned that were made using an e-voucher will be refunded directly back onto the e-voucher.
15. We may transfer this agreement to someone else.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
16. Nobody else has any rights under this contract.
This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
17. If a court finds part of this contract illegal, the rest will continue in force.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18. Even if we delay in enforcing this contract, we can still enforce it later.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
19. Which laws apply to this contract and where you may bring legal proceedings.
These terms are governed by Scottish law and you can bring legal proceedings in respect of the products in the Scottish courts. If you live in England you can bring legal proceedings in respect of the products in either the English or the Scottish courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the Scottish courts.