Frequently Asked Questions (Q & A)

1. What is Molly's Heart?
Molly's Heart is a Danish webshop offering handmade interior and lifestyle products, created in collaboration with artisans and producer groups in Senegal, Ghana, and Kenya, among other countries. We work with ethical trade and fair trade, focusing on creating income and economic opportunities for women and their families.

2. What does fair trade mean at Molly's Heart?
Molly's Heart is a member of Fair Trade Danmark and Etisk Handel Danmark. We work for fair payment, responsible and long-term collaborations, and better market access for the people who produce our goods.

3. Where are the products made?
Our products are made by skilled artisans and producer groups in several countries, including Senegal, Ghana, and Kenya. The country of origin is generally stated on the individual product page.

4. Are all products handmade?
The vast majority of our products are handmade. Therefore, slight variations in shape, color, and size may occur. These are not necessarily flaws but a natural part of the handmade aesthetic and make each product unique.

5. Why can two products look slightly different?
Because our products are not mass-produced. They are made by hand, often from natural or recycled materials. Small differences in color, texture, shape, and dimensions are therefore entirely natural.

6. What materials do you use?
We work with elephant grass, sisal, raffia, palm leaves, recycled plastic twine, and other local materials, among others. You can see the material on the individual product page.

6a. How do I reshape my Bolga basket or other elephant grass products?
Elephant grass products can usually be reshaped using water. Lightly moisten the basket, gently shape it with your hands, and then let it dry in the desired shape. This is particularly practical if the basket has become a bit crooked during transport or storage.

7. How do I maintain my product?
Maintenance depends on the material. As a general rule, we recommend that woven products be stored in a dry place and cleaned gently. Elephant grass baskets can be rinsed or moistened with lukewarm water and reshaped. Please note that natural materials may change in shade and appearance over time.

8. What is the delivery time?
Delivery time for stock items is usually 2–4 days from order. If an item is out of stock, the waiting time may be longer because the products are handmade and transported over long distances. For some products, we offer a waiting list. You are also always welcome to contact us.

9. Why can it take a long time for out-of-stock items to return?
Our products are handmade and often part of long value chains. From the start of production until the goods arrive in Denmark and are ready in the webshop, it can sometimes take several months.

10. What does shipping cost?
For purchases over DKK 499, we offer free shipping. For smaller purchases, the shipping cost depends, among other things, on the package size, weight, and delivery method. The final shipping price will be shown at checkout before you pay.

10a. Do you reuse packaging?
Yes. Whenever possible, we reuse cardboard boxes and other suitable packaging that we ourselves have received goods in. Therefore, the box you receive may have been used before. This way, the packaging can have a longer life before it becomes waste.

11. Can I pick up my order?
Yes. If pickup is available for your order, you can select it at checkout.

12. Can I return an item?
Yes. When purchasing from the webshop, as a consumer, you generally have a 14-day right of withdrawal from the day you receive the item. The full and always current terms are stated in our return and refund policy.

13. How do I return an item?
Email us at kundeservice@mollysheart.dk and provide your order number, and we will guide you further. Pack the item securely so it is not damaged during return transport. See our return and refund policy for full terms.

14. Who pays for return shipping?
For normal use of the right of withdrawal, you pay for the return shipping yourself. If you have received a wrong or defective item, please contact us so we can help you with the correct handling.

15. What do I do if my item is damaged upon delivery?
Contact us as soon as possible at kundeservice@mollysheart.dk. Please send your order number and pictures of the item and packaging so we can assess the case and find a solution.

16. Do I have the right to claim a defect?
Yes. As a consumer, you generally have a 2-year right to claim a defect according to Danish regulations. The right of claim applies to faults and defects in the item. Natural variations resulting from handmade production and the materials used are not in themselves a defect.

17. Can I buy gift cards?
Yes. You can find gift cards by searching for "gavekort" (gift card) in the webshop. Gift cards are valid for two years.

18. Do you gift wrap?
Yes, smaller products can generally be gift-wrapped. Please write in the comment field when placing your order if you would like gift wrapping.

19. Can businesses buy from Molly's Heart?
Yes. Molly's Heart offers B2B solutions for businesses, including corporate gifts, interior decor, and special product solutions. We also gladly assist with products for offices, hotels, restaurants, and special occasions. Contact birgitte@mollysheart.dk for possibilities and prices.

20. Can I become a retailer of Molly's Heart?
Yes. We collaborate with selected retailers in Denmark. If you are interested in retailing Molly's Heart, you can apply for retailer access at the bottom of the "About Us" page.

21. Do you offer wholesale prices?
Yes. Approved retailers can purchase selected products at wholesale prices. Prices, minimum quantities, and other terms may vary depending on the product, volume, and stock status.

22. Can I order products that are not in stock?
In some cases, yes. Because production is handmade and transport to Denmark can take a long time, delivery times vary. Please contact us if you are looking for a specific item or would like to inquire about the next delivery.

23. Why do handmade fair trade products sometimes cost more than mass-produced goods?
The price reflects, among other things, materials, craftsmanship, payments to producers, transport, customs, VAT, storage, and the operation of a Danish webshop. When you buy from Molly's Heart, you are buying a handmade product created through a value chain where we work for responsible trade and long-term relationships with producers.

24. How does Molly's Heart work with sustainability?
We work with durable products, natural materials, and recycled materials where relevant, as well as responsible and long-term producer relationships. For us, sustainability is about both materials and resource use, and about the social and economic conditions in the value chain. We want trade to contribute to more stable income opportunities for the people we collaborate with.

25. What is the difference between elephant grass and seagrass?
Seagrass
Seagrass is used as a collective term for plant material used for weaving and baskets, among other things. The appearance and properties of the material depend on the plant species, origin, and processing. It often provides a fine and relatively uniform woven look.

Elephant Grass
Elephant grass is a robust plant material used, among other things, for traditional hand-woven baskets in West Africa. The fibers can be moistened and shaped, making the material suitable for baskets and other woven products that are both decorative and functional. At Molly's Heart, we use elephant grass in our handmade Bolga baskets, among other products.