FAQ's.
Here you’ll quickly find answers to the most common questions – clear, direct, and no fluff.
General questions.
About Us – Mula GmbH At Mula, we’ve made it our mission to make merchandise as simple, flexible, and digital as possible. Our platform brings together design, production, shop solutions, fulfillment, and logistics – so our clients get everything from a single source. Our vision is to empower every brand, team, and community to create, sell, and distribute their own products with ease. That’s why we provide: Since our founding in 2018, we’ve grown into a team of dedicated people, all sharing the same goal: to rethink merchandise and take it to the next level.
- To use the Design Studio, go to the Design Studio tab on the admin platform or click here.
- Choose a product from the catalog and select your design.
- In the overview, you can adjust your colours on the left and make customisations on the right – for example, upload your company logo or add prints.
- Once you’re done, click Order in the top right corner to proceed to checkout.
You’ll find a short video tutorial there, or you can click Start Designing to begin right away.
Orders and deliveries are managed separately on our platform, each with its own reference number.
Order / Order Number: Refers to the process you trigger on our platform. Your order will then be sent to production.
Delivery / Delivery Number: Once your order arrives at our warehouse, passes the quality check, and is shipped to you, it automatically becomes a delivery with its own delivery number.
You can also create a delivery from your inventory, which will receive its own delivery number as well.
The person will receive an email with an invitation link and will automatically be added to the platform after accepting. Note: The invitation link is valid for 6 days only. After that, you’ll need to send a new one.
The Catalog offers the highest quality and the widest customization options but requires higher minimum order quantities and longer production times.
The Express Catalog includes bestsellers pre-stocked in Germany for faster customization with smaller minimums, though dyeing is not possible.
The Promo Catalog features classic promotional items that are cost-effective in larger quantities but also available quickly from as little as 25 units.
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Your order, step by step.
There are 3 simple steps:
After placing your order, our design team will work closely with you to create your customized merchandise.
Once you’re 100% happy with the design, your order moves into production.
Yes, this is possible – and there are two approaches: Via the Mula Platform Via Mula Shops
Yes, you can get a sample of your item. We distinguish between two types: Pre-purchase samples Samples with your design Special case: dyeing Mula original textiles
Worldwide Shipping We serve customers worldwide and offer global shipping. To request a delivery, simply enter the destination address and select the country. Our system will then calculate the shipping cost based on:
Order Adjustments and Cancellation Until you confirm your production stylesheet, we can adjust your order by: Once you’ve accepted our terms and conditions and confirmed the purchase, cancelling the order is no longer possible.
Design process.
Design Phase The design phase usually takes 3 to 5 working days if our Design Team has all the necessary information and artwork files. To avoid delays, please make sure to provide all required details in advance. During this phase, your active participation is important:
Design Support Our designers are ready to support you as soon as you place your order. You can chat with them on our platform via the design brief section or book a design call. They’ll capture your vision and requirements and give you expert input and suggestions to make sure you get exactly what you want. However, if your company already has a designer who created a mock-up and you’d like us to follow it, we’ll do everything we can to accommodate your request.
With each product, we offer various add-ons you can choose from, allowing you to customize where and how your logo or design is placed.
We’re constantly adding new branding options so you can enjoy the best possible branding experience.
Yes, most products in our general catalog can be fully dyed in your company’s colors. For this, we use Pantone colors.
Please note the minimum order quantities, which you can find directly on each product page.
For our express catalog, the color options are limited to what you see online, so we can guarantee fast production.
mula plus, your storage partner.
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Since we’re not a pure fulfillment provider, it’s best to discuss these cases directly with us.
Do you still have stock from an old supplier? We can accept your products once for a fee. Pricing depends on the type and quantity of products.
Want to send external products to us on a regular basis? We’ll review this case individually.
Missing a specific product in our catalog? We’ll be happy to source it for you. If that’s not possible, we’ll work with you to find alternatives.
Just reach out – we’ll find a solution together.
Shipping to your doorstep.
We offer a bulk delivery service that lets you ship your items to multiple locations and recipients at the same time.
To use this service, simply log in and click on the “Bulk Deliveries” button in the main menu. Then customize your delivery options, follow the instructions, and upload your sheet.
If you have any further questions, don’t hesitate to contact us. We’ll be happy to help you!
Yes, we’re very flexible.
Shipping addresses can be updated right up until your order is shipped.
If you’re not sure yet, you can provide a general address first and let us know the exact one later.
In general, we can also ship to as many locations as you need.
Within Germany: 1–3 days
Within Europe: 3–10 days
International: 5–14 weeks
Your shop at mula.
A shop is not mandatory. However, it can be a great way to let your employees or top customers choose goodies from your company merch themselves.
There are two options:
Credit-based shop: You set a budget with credits, and employees or customers can use them to pick free products from your merch.
Euro-based shop: You assign prices to your products, and employees or customers can order them directly in your Mula shop.
This ensures that the products are shipped directly to their homes, while giving your employees or customers the freedom to select the items they prefer.
Please scroll to the end of this page. There you can find a Button that redirects you automatically to our Shop onboarding guide.
Payment and invoices.
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Your monthly invoice is generated automatically whenever deliveries are made or goods are stored in our warehouse during the month. All costs are collected and invoiced at the end of the month.You can upload your credit card so the monthly invoice will be deducted automatically.
If no charges occur within a given month, no monthly invoice will be issued.
Since this invoice is sent on a regular monthly basis, it is always titled “Monthly Invoice.”
For prepayment orders, full payment is due immediately after contract conclusion. Production will only start once the payment has been received in our account.
For subscription partners, we also offer the option of payment by invoice in exceptional cases. This usually comes with a payment term of 10 working days after receipt of the invoice, unless agreed otherwise individually.
Still some questions?
Contact our customer success team
