RETURNS AND DELIVERY POLICIES
Royal Mail Second Class
Approximately 3-5 working days
Royal Mail First Class
Approximately 1-2 working days
Next day delivery
Must be ordered before 1pm for next day delivery
Can take approximately 1 working day to be delivered
Free for orders over £100
Europe Standard: £6.50 (approximately 3-6 working days)
Europe Tracked and Signed: £11.75 (approximately 3-6 working days)
Europe Tracked and Signed is a recommended method for European deliveries. In the event that you purchase Europe Standard and your item gets lost we cannot be held responsible although we will try to assist you to find your lost package. With Tracked and Signed you can be assured that you will be aware of your items wherabouts..
Free for orders over £150
International standard: £13 (5-21 working days)
Royal Mail International Signed For: £20 (7 working days)
We cannot ship any of our items to the Russian Federation.
Our policy lasts 14 days. If 14 days have gone by since you received your goods, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and we require proof of purchase.
Certain types of goods are exempt from being returned:
- Gift cards
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
- Personalised or bespoke goods
- Items with hygiene concerns (earrings, ear cuffs and septums)
To return your product, you should email firstname.lastname@example.org and we will provide you with our returns address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable (unless we agree that the item was defective or faulty).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping item(s) over £20, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund within 14 days of returning your goods, first check your bank account. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org.
We try to despatch all orders within 48 business hours of your order, however this time period can vary. You will receive a despatch confirmation email once your order has been shipped.
We will try our best to add new items to existing orders once you have placed your order however this is not guaranteed and outstanding items may be subject to a new delivery. In the event that you would like to combine orders please email email@example.com
We process all orders in GBP.
Customers outside of the UK are responsible for any customs charges. You can contact your local customs office for details regarding the charge amount or if there will be any charges. We cannot estimate how much the charge will be and we recommend checking this information prior to ordering any goods.
You can track your orders using Royal Mail’s track and trace service only if you have purchased Next Day Delivery, tracking details will be provided upon request. Mala London does not take any responsibility for any third party postal delays which are out of our control.
Changing or modifying an Order
Once you have placed the order it is processed immediately and cannot be modified or cancelled. To exercise your cancellation rights you would have to return the goods back to us within 14 days. If however you would like to change any delivery details i.e name or address please email us immediately at firstname.lastname@example.org. We will try to adjust any delivery details providing you contact us within 2 hours from when you placed the order.