Flora Cream and Sugar Set

Please note that PO Boxes, APO, FPO, and DPO addresses are not eligible for shipping via any method.

Order Processing Time

All orders will be processed within 1-2 business days, and our factory requires an additional 1-2 business days for handling. If you have special circumstances or requirements, please leave a message in the designated field when adding items to your cart.

Shipping Destinations

We currently ship only to the continental U.S. (excluding Alaska), the UK, and selected European countries. Orders are dispatched from our warehouses in the United States, the United Kingdom, and Germany, based on the proximity to your shipping address.

Delivery Timelines and Costs

Please check the estimated regular delivery times and costs for your region as follows:

Package Tracking

Once your order has been dispatched, you will receive an email containing a tracking number along with a link to track your parcel. Please note that it may take 1 to 3 business days for the tracking information to become available. After the package leaves our facility, it is sent to the logistics center, where it is scanned and the tracking status is updated. It is not unusual for updates to be delayed for more than 24 hours while the package is in transit.

To track your parcel, you can click on the 'Track Order' link located in the footer of our website or visit 17track.net.

Shipping Address Modification

Once your order is placed, the ability to change your shipping address depends on the order's shipping status:

If a Tracking Number Has Been Issued:

Unfortunately, we cannot change the address after a tracking number has been assigned to your shipment due to logistics restrictions.

For U.S. Customers: Our deliveries are handled by UPS. We are unable to assist with address changes on orders shipped via UPS. You may attempt to contact UPS directly to request an address change, but please be aware that such modifications are rarely successful.

For European Customers: Deliveries are carried out by DPD or DHL. You have a few options to try and change your address:

• Online Modification: Log into your DPD or DHL account, locate your order, and use the option to change the address as per the website or app instructions.
• Customer Service Call: Call the DPD or DHL customer service hotline, provide your tracking number and verify your identity to request an address change.
• Email Notification: If your package is already in transit, you can use the change of address link provided in the DPD or DHL email notifications you receive about your shipment. Please note that address changes are subject to timing restrictions, and we recommend contacting DPD or DHL as soon as possible.

For UK Customers: The process is similar to that for European customers, with shipments possibly handled by YODEL, DPD, or Royal Mail. Please follow the same steps as described for European customers.

If You Have Not Yet Received the Shipping Confirmation Email:

There is still a chance to adjust your address if the package has not yet been dispatched. Please contact us immediately at support@malacasa.com with your order details. Be aware that there can be a delay between the shipment of your order and the shipping notification; thus, we cannot guarantee the address can be updated in time.

Address Accuracy Advisory:

We encourage you to carefully review your shipping address before completing your purchase. Incorrect address details may lead to delivery issues for which MALACASA cannot be held responsible. We appreciate your attention to this detail to help ensure a smooth delivery process. If you notice an error after your order is placed, please contact our customer service immediately to assist you with potential corrections.

Tax and duty

For U.S. Customers:

The prices displayed on our website for the U.S. market do not include taxes. Estimated taxes will be calculated based on the shipping address you provide during checkout. The final tax amount and total cost will be confirmed via email or text message after you place your order. Please ensure your contact information is correct to receive these updates.

For Customers in the UK and Europe:

The prices shown do not include Value Added Tax (VAT) or any other taxes. However, you will not be charged any additional fees upon delivery, as all taxes and duties are included in the price, ensuring no hidden costs. We manage import taxes, duties, and related customs fees, ensuring that you face no unexpected costs upon your order's arrival.

Contact MALACASA if you have any questions

For customer support, please email us via support@malacasa.com.

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.

Return & Exchange Conditions

• 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/Lost caused by customers is non-refundable.

General Return Process

Initiate a return:

To begin your return, please contact us at support@malacasa.com with your order number and include photos or videos of the item(s). We will review your request and determine eligibility within 2 business days.

Return Authorization and Shipping Instructions:

• U.S. and Europe (excluding UK): If approved, you will receive a prepaid return label via email. Attach this label to your package and deliver it to 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.
• UK: Once your return is approved, we will provide you with a return address. We do not issue prepaid return labels for UK customers. Find an economical shipping method via https://www.parcelmonkey.com/. If your return shipping costs exceed £20, contact our customer service before proceeding. After shipping, you must provide a postage receipt to our customer service to facilitate the refund of the shipping costs through PayPal.

Package Return Requirements:

Ensure that the number of packages returned matches those originally received to facilitate accurate processing.

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 method of payment or send a replacement as per your request.

Refund Processing Time:

Refunds are processed within 2-3 working days after the approval of your return.

Exchange Shipping Costs:

MALACASA will cover the shipping costs for any items sent out as replacements.

Additional Guidelines:

• No Restocking Fee: There is no restocking fee charged for any returns.
• Secure Packaging: All items must be securely packed to prevent damage during transit.
• Proof of Shipment: Retain your shipment receipt until your refund or exchange is processed.

Return Charges

Charges for returning items depend on the reason for the return and are applied per package:

Due to Our Error (such as incorrect products or quality issues):

We will cover the full cost of the product and the return shipping fees for each package. UK customers will receive a refund for their shipping costs directly to their PayPal account after they submit a postage receipt to our customer service.

Due to Buyer’s Reason (such as not liking the item, ordering 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:

• U.S. Customers: Buyers must pay shipping fees ranging from $10 to $24 per package, based on weight and location.
• Germany: Buyers are charged a €5 return shipping fee per package.
• Other European Countries: Buyers pay €10 to €15 per package, depending on the country.
• UK: Buyers will receive a refund of 50% of the shipping costs for each package returned, provided they submit a postage receipt to our customer service.

Troubleshooting Refunds

If you do not receive your refund within the specified timeframe, please check your bank account again, contact your card issuer or bank, and if necessary, reach out to us at support@malacasa.com for assistance.

Order Cancellations

Before Shipping:

If you need to cancel an order, please contact us immediately at support@malacasa.com. If your payment has been processed but your order has not yet been shipped, we can cancel your order and refund the full amount. However, there may be a delay between the actual shipment and when the shipping notification is sent. As such, we cannot guarantee the cancellation will be successful if the order has been dispatched but you have not yet received the shipping notification.

After Shipping:

Once an order has been shipped and you have received the shipping confirmation email, we cannot cancel the order directly. Here are your options:

Reject the Package:

• Procedure: Log into the carrier's website or contact them directly to refuse the package. This will initiate the return process, and the package will be sent back to us.
• Outcome: If you successfully reject the package, we will cover the return shipping costs and issue a full refund upon receipt of the returned items.

Failed Package Rejection:

• Procedure: If you are unable to reject the package and it is delivered, please contact us to request a return authorization, following the steps outlined in our Return Policy.
• Outcome: You will be responsible for paying 50% of the return shipping costs, as detailed in the Return Charges section of our policy.

Additional Notes:

Please act promptly if you wish to cancel an order, especially if the shipment process may already be underway. This proactive approach helps avoid unnecessary shipping and return procedures.