FAQ

• 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.