If you are unhappy with your purchase, please contact us within 30 days of receiving your item to process a return or exchange. Requests made after 30 days will not be accepted. For initial contact, please email us at support@malacasa.com.
Please note: Returned items must be in unused condition, free from damage caused by improper use or handling.
Return & Exchange Eligibility
- Items returned without authorization will not be accepted.
- All items must be returned in the same condition as when received, unused and in their original packaging. You'll also need the receipt or proof of purchase.
- When returning or exchanging items, customers must use a shipping method that provides tracking information.
Non-Returnable Items
- Clearance items or gift cards are non-refundable.
- Damage or loss caused by customers is non-refundable.
General Return Process
1) Initiate a Return
Email support@malacasa.com with your order number and photos or videos of the item(s). We will review your request and determine eligibility within 2 business days.
Important: Please do not return any items before receiving our confirmation email and a prepaid label, as unauthorized returns cannot be processed.
2) Return Authorization & Shipping Instructions
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U.S., European countries, and the UK: If approved, you will receive a prepaid return label via email. Attach the label to your package and drop it off at the nearest post office within 6 days of receipt. If the label expires before use, a new one can be requested at your expense. We do not offer door-to-door pickup service.
3) Package Return Requirements
Ensure that the number of packages returned matches those originally received to facilitate accurate processing.
4) Refunds or Exchanges
Your returned item(s) will be inspected within 3–5 business days of receipt. Depending on the results, we will either issue a refund to the original payment method or send a replacement as requested.
5) Refund Processing Time
Refunds are processed within 2–3 business days after approval of your return. Please allow up to 7 additional business days for your bank or payment provider to complete the posting of funds.
6) Exchange Shipping Costs
MALACASA will cover the shipping costs for any items sent out as replacements.
Additional Guidelines
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No Restocking Fee: There is no restocking fee for any returns.
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Secure Packaging: All items must be securely packed to prevent damage during transit.
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Proof of Shipment: Retain your shipment receipt and tracking number until your refund or exchange is fully processed.
Return Charges
Charges for returning items depend on the reason for the return and are applied per package:
Due to Our Error (e.g., incorrect products or quality issues):
We will cover the full cost of the product and the return shipping fees for each package.
Due to Buyer’s Reason (e.g., dislike, ordered the wrong product):
For returns initiated due to buyer’s reasons, customers are responsible for covering 50% of the return shipping fees. The following rates already reflect this adjustment:
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U.S. Customers: $10–$24 per package (varies by weight and location).
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Germany: €5 per package.
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Other European Countries: €10–€15 per package (country-dependent).
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UK: £8 per package (returns via Evri using our prepaid label). Customers pay 50% of this cost; we cover the remaining 50%.
Unless otherwise stated, return shipping costs will be deducted from your refund amount.
Troubleshooting Refunds
If you do not receive your refund within the specified time, please check your bank account again and contact your card issuer or bank. If the issue persists, reach out to us at support@malacasa.com for assistance.
Order Cancellations
Before Shipping:
If you need to cancel an order, please email us immediately at support@malacasa.com. If your payment has been processed but your order has not yet shipped, we can cancel and issue a full refund. Please note there may be a delay between physical shipment and the system sending a shipping notification; in such cases, cancellation is not guaranteed.
After Shipping:
Reject the Package (before delivery):
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Procedure: Log in to the carrier’s website or contact them to refuse the package. This will initiate the return process, and the package will be sent back to us.
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Outcome: If the package is successfully rejected before delivery, we will issue a full refund once the item returns to us in good condition.
Failed Package Rejection (delivered):
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Procedure: If you cannot refuse the package and it is delivered, please contact us to request a return authorization, following the steps outlined above.
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Outcome: You will be responsible for 50% of the return shipping costs, as detailed in the Return Charges section.
Policy Updates
We reserve the right to update or modify this Return & Refund Policy at any time. The latest version will always be available on this page and applies to returns initiated after the effective date of the update.
Contact
For any questions about returns or exchanges, please contact us at support@malacasa.com.
