Returns & Refunds

We have a 14-day return policy, which means that you can request a return within 14 days after receiving your item.

To be eligible for a return, your item must be in the same condition that you received it in, that is to say, unworn or unused, undamaged, with tags attached, with free gifts (if any), and in its original packaging. You will also need to provide the receipt or proof of purchase for this item.

To start a return process, you will need to “Request a return” first. In order to do so, please send us a message or email us at returns@malkiele.com to get further instructions on your return. Please note that returns will need to be sent to the same address as where they were shipped from: our warehouse in Latvia.

If your return is accepted, we will send you a confirmation email, as well as 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, so the cost of the return is the customer’s responsibility.

MALKIELE is not responsible for shipping loss or damage to returned goods. Please note that while the return package is in transit, it is under your responsibility. We recommend that you return the package to us using a tracked or signed service to ensure we receive the package safely and in good condition. Please keep your receipt as a proof of postage until we receive the package and confirm that it has arrived safely to our warehouse in Latvia.

Please see our "Return instructions" and "Refund policy" below.

You can always contact us at returns@malkiele.com for any questions concerning returns.

Damage and other issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned and refunded. This includes custom products (such as special orders or personalised items) and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on items that are on sale, gift cards or any other promotional or discounted items.

Exchanges

At this time, we are not able to offer an exchange on returned item(s) and all returned items will be refunded within 14 business days from the date of receival of the item in our warehouse in Latvia.

However, we may exchange the item(s) if you have received an incorrect or faulty item, when possible. If this may be the case for you, please contact us or email us at returns@malkiele.com immediately.

If you wish to exchange the item(s) you purchased or if you need a different colour or size, then it is necessary to return the item(s) and place a new order.

The fastest way to ensure you get exactly what you want is to return the item you have received and to make a separate purchase of the new item once the return is accepted.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition as you received it in, unworn or unused, undamaged, with tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.

Refunds

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. If approved, you’ll automatically be refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or Crcollection card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@malkiele.com.

Accepted returned items will be refunded in full, excluding the cost of shipping.

Please note that original shipping costs and shipping insurance (if any) are non-refundable. Customers are responsible for both the original delivery and return shipping costs.

MALKIELE will not refund any additional taxes, customs or import duties for the order; all of the above are not included in the total cost of your order that have been paid to Malkiele (if any).

MALKIELE cannot give refunds for certain types of items like custom products (such as special orders or personalised items), personal care goods (such as beauty products), items on sale, gift cards or any other promotional or discounted items.

Pre-ordered items

It is possible to change or cancel your PRE-ORDER only if it has not yet shipped. 

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

If a 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 after sending the confirmation email.

Please contact us or email us at returns@malkiele.com.

Return instructions

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.