You will receive an email with your tracking number once your order has been shipped.

Yes, but only if your order has not yet been processed. To receive help, please message us immediately. Once the order has been processed, packed, or shipped, we are unable to change or cancel your order.

However, once you receive your order, you can return any unwanted pieces for a refund.

We would be more than happy to help you with this concern, so please send us a message as soon as possible. Our working hours are Monday through Friday from 9:00 a.m. to 6 p.m. and Saturday from 10 a.m. to 6 p.m. EST.

Once an order has been processed, packed, or shipped, we are unable to change the name of the recipient or the delivery address. To receive help, please send us a message or email us at hello@malkiele.com immediately.

We are sorry that you have received a damaged, incorrect or a faulty item.

Please message us immediately to get further instructions. To make the process as swift as possible, please state your order number and enclose a photograph of the item in question along with your statement. If the situation occurred due to an error from our side, we will promptly proceed to exchange the item.

The “PRE-ORDER” label allows you to purchase items that are temporarily OUT OF STOCK or PLANNED to soon arrive in stock.

All pre-order items are clearly marked as “PRE-ORDER” on the product page.

Select items that are available for pre-ordering can be found on the MALKIELE.com website in the “Coming Soon” section, which is located in the “FOR HAIR” menu bar.

• Items labelled as “PRE-ORDER” are available for purchase and will be shipped within 3-21 business days, counting from the purchase date.
• You will find the estimated shipping time on the product page.
• Please note that this date is no more than an estimate and can vary due to unexpected delays. We will do our best to ship your items as soon as possible. 
• Once your item is ready to ship, you will receive an email confirmation along with a tracking number.

• Pre-order items are charged at checkout.
• A confirmation message with an estimated shipping time will follow within 1-2 business days. After this, it is time to simply wait until the product is delivered. 

Your order will be split into two separate packages. In-stock items are available for immediate shipping and will be sent to you right away, while your PRE-ORDERED item will be shipped as soon as it is ready.

Yes, it is possible, but it depends on its status. Please message us.

If the PRE-ORDERED item has not yet shipped, we are able to change or cancel your PRE-ORDER and issue a full refund to the original payment method where possible within 14 business days. 

If your PRE-ORDERED item has been shipped or is in the shipping process, we cannot change or cancel it.

We accept payments via PayPal®, Crcollection Cards and Apple Pay®. If you have any questions, please message us.

Our website lists the prices in euros (EUR) by default. You can change the currency to your suit preference by changing the currency setting in the upper left corner. The transaction itself will be done in euros, based on the currency exchange value of the day.

We accept international crcollection cards. However, when placing your order, you must enter the international billing address that is linked to your crcollection card.

Yes. In this case, please indicate the billing address associated with the card.

• Customs policies and import duties depend on the local policy of the country to which the item is shipped.
• Please check this policy before placing your order.
• We are located and ship from Latvia, a country in the EU.
• MALKIELE cannot be held responsible for any taxes, customs or local import duties that may occur. It is the customer’s responsibility to pay the above fees upon receival of the package.
• You will be notified with details of the charges (if any) once the order arrives at your local customs office.

• Yes! We ship worldwide via FedEx (Express), Latvian Post and via DPD within Europe (Standard delivery).
• For more detailed information, we invite you to explore our Shipping page.
• If you don’t see your country listed on the Shipping page or at checkout, please message us.

Your package will be delivered by FedEx, Latvian Post or DPD.

There are two options available to choose from:

- Standard shipping

- Express shipping

We process orders and ship them within 1-2 business days.

The estimated delivery time for standard shipping is 1-7* business days.

• The estimated delivery time for express shipping is 1-3 business days.
• Delivery time depends on the country of destination.
• Please check our Shipping page for more information for each country and its corresponding shipping times.
• Please note that minor delivery delays may occur for purchases made during sales or holidays.

• The delivery cost depends on the country of destination and the shipment method you choose.
• You will be asked to select the shipment method you prefer during checkout.
• Delivery costs depend on the delivery option selected:
• Standard shipping (1-7* business days) with DPD, starting from 7€ 
• Express shipping ( 1-3 business days) with FedEx, starting from 30€
• Worldwide shipping (1-8*** business days) with Latvian Post, starting from 10€ 

Please note that when ordering from outside the EU, the customer will need to cover any customs or import duties for the order. Once the order arrives at your customs office, you will be contacted with details of the charges.

• Customs policies and import duties depend on the local policy of your country.
• Please check them before placing the order.
• We are located and ship from Latvia, which is a member of the European Union.
• MALKIELE can not be held responsible for any taxes, customs or local import duties that may be incurred. It is the customer’s responsibility to pay the above fees upon receival of the package.
• Once the order arrives at your local customs office, you’ll be contacted with details of the charges (if any).

We are located and make all our products in the greenest country in the EU - Latvia. We ship from our warehouse in Latvia.

• It depends on the status of the order. 
• Please message us immediately to change your address before your order is prepared and shipped. 
• Once the order has been processed, packed, or shipped, the address cannot be changed.

• We do our best to give you a detailed description for each product, the materials we use, the process, weight, dimensions and the country of origin.
• If you have any additional questions concerning the product, you are welcome to message us.

• We do our best to take several photographs of each product using both natural daylight and studio lighting.
• Each MALKIELE product is photographed with precise attention to detail and the colours shown on the photographs accurately depict each product. 
• However, it is possible that colours may vary slightly from one screen to another due to monitor display settings.

You can read all about how to take care of your precious silk hair accessories on our Product Care page.

All of our products are handmade in the greenest country in the EU, Latvia, by talented artisans. The company is owned by a European family.

You can find all information on size on our Size Guide page.

To reduce waste and go green together,  all your purchases will be delivered in MALKIELE’s Signature packaging by default. You can find more information about our vision on packaging here.

BUT, if you still feel you need your item to come with box (without gift wrapping), you can select the "Magnetic box" option and receive your item in our FESTIVE Magnetic Box, one box per item, at an additional cost.

And, of course, there is also the possibility of adding a beautiful Malkiele Signature GIFT WRAPPING option at an additional cost. This option does not include a FESTIVE Magnetic Box; therefore, you will need to deliberately select the "Magnetic box” option to receive one. Here are the gift wrapping options:

• Select the "Magnetic box" option and the “Gift Wrapping” option for every item you want to be wrapped WITH a Festive Magnetic box.
• Select the “Less packaging" option and the “Gift Wrapping” option for every item you want to be wrapped WITHOUT a Festive Magnetic box.

• When viewing the items in your cart before checking out, you will see the option of adding a message to your gift. If you choose that option, the order will include a printed card with your personalised message and the gift invoice (where the price will not be shown).
• To guarantee accuracy, we recommend writing your personalised messages using English-based characters.
• Using special characters, any characters other than those that appear in an English keyboard, or adding images may lead to incorrect printing. 

To request an invoice where the price is not shown to be sent along with your order, please add a note about it in the message box when making your order, or send us a message as soon as possible.

Please remember to include your order number along with your request when messaging us.

• You have 14 days from the day of delivery to exercise your right to return the item.
• Only full-priced items may be returned for a full refund (excluding shipping cost). The sum will be returned to the same payment method that was used to make the original payment.
• Items listed as final sales, gift cards, customised items, beauty products and any promotional items (discounted products, giveaways etc.) cannot be returned and refunded.
• To start a return process, you will need to“Request a return”, first. In order to do so, please send us a message or an email at returns@malkiele.com to get further instructions.
• If your return is accepted, we will send you a confirmation email along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
• Unfortunately, we do not provide free return shipping labels at this time. The cost of the return is the customer’s responsibility.
• Please find complete instructions for returning a product in the next question or here.
• Please note that your order will be accepted for a refund if the returned item is unworn, undamaged, unwashed and unaltered, in re-sellable condition (i.e. no creases or signs of wear), and in its original packaging, including free gifts (if any) and with all original tags attached and seal in place (please do not remove them until you are happy with your ordered item(s)).
• The returned item(s) will be inspected upon arrival by our quality control team:
• If the condition of the item being returned is deemed unsatisfactory (e.g. if there are creases or signs of wear, cut labels) and we are unable to put it back into stock, we may be unable to accept your return. We will notify you via the email address that was used to place your order.
• If the condition of the item being returned is satisfactory, your return request will be approved immediately and we will issue a refund to the original payment method where possible within 14 business days.
• Once this process is complete, you will receive a confirmation email.

You can read our full Returns & Refunds policy here.

Please follow these steps for safe return of your order or part of it:

1. In order to start a return, you will first need to Request a return. In order to do so, please contact us or send us an email at returns@malkiele.com to get further instructions. We kindly ask that you provide the following information:

• your order number;
• your first and last name;
• the name of the item(s) to be returned;
• the size or/and colour of the item(s) (if any);
• the reason for returning the items(s);
• your email address.

2. Wait for our confirmation. If your return is accepted, you will receive a confirmation email, as well as instructions on how and where to send your package to our warehouse in Latvia. Items sent back to us without first requesting a return will not be accepted.

3. Fill the return form attached to your order and place it in the original packaging box. Don’t forget to send the filled return form with the return package. We will not be able to process the return if the filled form is not included.

4. Carefully pack and protect the item(s) you want to return with the original packaging materials.

5. Send the return package with a delivery courier of your choice to our warehouse in Latvia at the address that was received from us in the return confirmation email.

6. Provide us with a tracking number for your return package. Please do so by sending us a message in our contact page whose subject reads “Return - tracking number”, or send us an email with the same subject to returns@malkiele.com, and state the following information:

• the tracking number for your return package;
• your order number;
• your first and last name;
• the name of the item(s) you have sent;
• the size or/and colour of the item(s);
• the reason for returning the item(s);
• your email address.

Once your return is received, inspected and processed, you will be notified via the email used to place your order.

The accepted returned item(s) will be refunded within 14 business days from the moment that we receive the package in our warehouse in Latvia.

If you wish to return items from multiple orders in a single package, you will need to fill and send a return form for each order.

All returned items should be sent in their original condition and packaging including having all tags attached e.g. the item(s) should be returned with the original box or special packaging. If the condition of the item(s) returned is not satisfactory, they may be sent back to you.

• At this time, we are unable to offer exchanges on returned items. All returned items that have been accepted by our quality control team will be refunded within 14 business days from the date of delivery to our warehouse in Latvia.
• However, it is possible to exchange the item(s) if you have received a damaged, incorrect, or faulty item(s), where possible. Please message us if you think this might be the case.
• If you want to exchange the item(s) or if you need a different colour or size, then it is necessary to return the item(s), get refunded, and place a new order.
• The fastest way to ensure that you get what you want is to return the item you have, and, once the return is accepted, to make a separate purchase for the new item.

You will find more information on this matter in our Returns & Refunds page.

• We will notify you once we’ve received and inspected your return and let you know whether the refund was approved. We will process your return within 5 business days after receiving the package. If the return is approved, you will automatically receive a refund on your original payment method within 10 business days.
• Once this process is complete, we will send you a confirmation to the email provided during the checkout process. 
• Please note that the initial shipping costs and the insurance (if any) are non-refundable.
• MALKIELE is also not responsible for refunding additional taxes, customs or import duties for the order. They were not included in the total cost of the order.

Please find more information on our Returns & Refunds page.

The shipping costs for the delivery that are charged at the time of purchase are non-refundable.

• At this time, we do not offer free shipping on returns.
• However, we are working on this matter in order to offer this option for select countries in the future.
• Then again, in some cases, free return shipping may be applicable, for instance if you have received an incorrect or faulty item.

You can access our full policy on our Returns & Refunds page.

MALKIELE cannot refund any additional taxes, customs or import duties which may occur for the order. They are not included in the total cost of the order.