Frequently Asked Questions

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Shipping & Returns

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How to Order

Click on a product photo or product name to see more detailed information.


  1. To place your order, choose the specification you want (Size and colour if necessary), enter the quantity, and click ‘Add to basket’.
  2. Please check your order details carefully; quantity and shipping cost. Click “Proceed to checkout”.
  3. Enter the required information as name and delivery address.
  4. Select a payment method
  5. Please read and accept the Terms & Conditions
  6. Click “Place Order”
  7. Fill in payment information if necessary and then click “PLACE ORDER” button to complete the purchase.
  8. Congratulations your order has been received.


After placing the order, you will receive an email confirming that your order has been received, this email will include your order number (please keep it to track the status of your order) and our bank details in case you have selected “bank transfer” as your payment method.

We will begin to process your order upon receipt of your payment and an email will be sent to you once the goods have been shipped.


For more details around your shipment, please visit our Shipment & Payment  information section.

You do not need to have an account to place an order. You can simply shop, add items to the cart, and check out.  When you place your order, you must provide an email address for order confirmation and to be able to track your order.  Doing so, you will not set up an account, and it will not result in a subscription to e-mail newsletters unless you choose to create one or subscribe. If you want to create an account or subscribe to our newsletter please simply check the boxes designed for this purpose during the order process.


Having an account will allow you to save time on future purchases as well as having a status of your orders as well as a full history of them.

Once you have clicked on the “PLACE ORDER” button and received a confirmation email, it will not be possible to cancel or change your order. However, once the product has been received, you have 14 days to return it free of charge.

For more details around how to return good, please visit our Term & Conditions information section.

If you want to track your order, just click on the Order Tracking option on the top navigation bar. Once there, please enter your Order ID and the email address used during the order process, then press the “TRACK” button.


The order number can be found on your receipt or in the confirmation email you have received after placing the order.


This process also applies for orders made as Guest (without a Customer Account)

In order to be able to use discount coupons, please follow the order process as usual and once you have added all products to your cart, you will find a spot where you can enter your coupon code, then click on the “APPLY COUPON” button to get your discount applied.

Payment & Shipping

We use DHL as our deliver partner.

Our delivery costs are based on the shipping prices of DHL, and are determined according to the package weight and the destination country. All deliveries are sent from Germany.

For more details, please visit our Shipment & Payment  information section

Delivery times will vary according to the destination country and method of delivery. The following schedule shows approximate delivery times, as quoted by DHL. Actual delivery times may be longer in case of deliveries to islands or regions that are difficult to access, or in case of customs regulations beyond our control.

Shipping within Germany 2 – 3 Working Days
Shipping within the EU 5 – 9 Working Days
Shipping to Europe outside EU 8 – 12 Working Days
Shipping to Switzerland 8 – 12 Working Days
Shipping outside Europe On request


Please note: Orders will only be sent after payment is received. 

For more details, please visit our Shipment & Payment  information section

You can contact our customer service for questions and complaints weekdays from 9:00 am to 5:00 pm by e-mail at

Yes, we deliver our products to all countries within Europe. For these countries, we have defined different shipping costs depending if they belong to the EU or not.

We also deliver to non-European countries, but in this case, we need to define the delivery costs case by case.

For more details, please visit our Shipment & Payment  information section

Mulata Shop wants you to be thrilled with your new purchase. However, if you need to return an item, we’re here to help. You have 14 days to decide if you want to return an item or the full order.

Mulata Shop will initiate the refund of an item, provided that it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached.


To initiate the return process, please go to „Orders” on the top bar Menu. Click on “View” or on the order number you wish to return. If you have placed the order as a Guest (without Customer Account), you will need to go to “Order Tracking” on the top bar Menu and enter the Order ID and the E-mail address used during the order process.

Once the details of your order are displayed, you will find the option to click on the “Return Order” button. After that, please select the product(s) you wish to return and enter the reasons why you want to return it/them and click on Submit.


After we have received the completed Return Form, we will process it, and then we will send you a confirmation email including a PDF document with the shipping label ready for you to print. After printing, please attach it to the packaging in which the product will be returned.

Mulata Shop will assume the cost of returning the goods just within Germany, for international returns the customer must bear the cost of return an order.


Please note: Due to hygiene reasons undergarments are non-returnable


Once we have received your item(s), a refund process is initiated immediately. The way your refund is processed depends on your original payment method; if you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request.


Please contact the card-issuing bank with questions about when the credit will be posted to your account.

It’s important to us that you receive your package both quickly and intact. However, we need your assistance if this turns out not to be the case. Please send us photos of the damaged package. In case of an incomplete delivery, please send us a short note letting us know which items are missing.

You can send all required documents by e-mail (as a PDF-, PNG- or JPG-format attachment) to

We try to provide you with a simple and easy payment process for your order and are continuously working on further payment options to be offered in the future.

Currently Mulata supports the following methods of payment:

  • Credit Card: Mastercard, VISA, American Express
  • PayPal
  • Advance payment via bank transfer
  • SOFORT payment

When selecting the payment method “Bank Transfer”, we will provide our bank details in the order confirmation. The invoice amount must be transferred to our account within 3 days.


Depending on the payment method, we will ship your goods immediately.

In addition, you will receive an e-mail as shipping confirmation.


For more details, please visit our Shipment & Payment  information section

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