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EXCHANGES
If you need a different size or color, you can exchange the product within the 30-day return period. If 30 days have gone by since your purchase, unfortunately, we cannot offer you an exchange.
If you want to swap a final sale item for one that is not marked down, you will be required to settle the price difference.
If you prefer not to exchange your items for another within our store, we can send you a voucher of equivalent value to use on your next purchase.
Once we receive your returned item, our team will inspect it to ensure it meets the conditions for exchanges. If everything is in order, we will process with your exchange within 3-5 business days.
Please note that return shipping costs will be the responsibility of the customer. We recommend using a trackable shipping service to ensure your return reaches us safely. We do not take responsibility for any lost or damaged items during the return shipping process.
REFUNDS
We offer refunds in the following situations:
1. Delivery Issues: If your order is lost in transit or has not been delivered within a reasonable timeframe, we will investigate the matter promptly. If you ask for a refund and we determine that the issue is due to a delivery problem on our end, you will be eligible for a full refund.
2. Deficient or Defective Items: In the unfortunate event that you receive a deficient or defective item, please contact us immediately with details and photographic evidence. We will work with you to resolve the issue, either by providing a replacement or issuing a full refund.
Gift cards are not refundable.
GENERAL CONDITIONS FOR REFUNDS AND EXCHANGES
To be eligible for a refund or exchange, the following conditions must be met:
1. The item must be unused, in the same condition that you received it, and in its original packaging.
2. For refunds, the issue must fall under the categories mentioned in the refund policy above.
EXCHANGES AND REFUND PROCESS
1. Send an email to our customer support team at contact@malkalondon.com, including your order number and detailing the concern with your order.
2. You can expect to hear from us within 48 hours, providing you with the return address and further instructions to proceed with your return.
INTERNATIONAL ORDERS
For our international customers, we offer two shipping options:
1. Royal Mail International Tracked: 5 to 10 business days or more after processing, from £8 to £10.
2. DHL Express: worldwide delivery in 48 hours, £25.
We offer delivery to the majority of countries. If you don't see your shipping country listed, please reach out to us, and we'll be glad to assist you.
CUSTOMS COSTS AND REGULATIONS
As our products are shipped from the UK, parcels are subject to the customs regulations of the destination country. As a result, customs duties, taxes, and fees may be applied by the customs authorities in your country.
Customs duties and taxes vary from country to country and are the sole responsibility of the recipient.
To ensure a smooth customs clearance process and minimize any potential delays or issues, we recommend providing accurate and complete shipping information during checkout. Inaccurate or incomplete details may lead to customs-related challenges, for which Malka London cannot be held responsible.
Customs Declaration:
In compliance with international trade laws, we will accurately declare the value of the items in your order on the customs forms. The declared value will reflect the total purchase price of the products, excluding shipping charges.
Refusal of Customs Payment
If you choose to refuse payment of the customs duties and taxes upon delivery, and the package is subsequently returned to us, you may be responsible for any return shipping charges incurred.
Additionally, any customs fees, return shipping charges, or other related costs will be deducted from any applicable refund or voucher.
Contact Us:
Should you have any questions or concerns regarding shipping, customs costs, or any other aspect of your order, our dedicated customer support team is here to assist you. Feel free to reach out to us at contact@malkalondon.com, and we will be more than happy to help.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Order Processing Time:Upon placing an order, please allow 2 to 3 business days for our team to process and prepare your items for shipment. During peak seasons or sales events, processing times may be subject to slight variations, but we always strive to process orders as quickly as possible.