FAQ - Malena

When Will My Order Ship?

Orders are usually processed and shipped within 3 working days of purchase.

How Long Does Shipping Take?

Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is about 2 to 20 working days. Your tracking number will be updated 2-7 days after your order has been shipped.

For pre-orders, please expect a production time of 10-30 working days as we require this time to prepare the materials. These items are made to order, which means we create your item after your order has been placed.Good things take time, and we assure you that our products are all worth waiting for. You will receive an email with tracking number once your order is shipped out!

How Do I Cancel An Order?

We are only able to cancel orders within the first 12 hours after the order is placed. After that, the order has most likely been processed and is preparing for shipment or has been shipped. Once this takes effect, it’s out of our hands. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service and this includes getting your orders out as fast as possible.

What Is Your Return Policy?

Our products are all hand-made with love and attention to details, but we know they are not always perfect. If you are not 100% in love with them, you can submit a return or exchange request within 7 business days from the order delivery date.

If there’s something wrong with your order (defective product, incorrect order, damaged order, etc.), please contact us and we’ll be happy to assist you in reviewing the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, our customer service team will review the request and will send further instructions. Malena reserves the right to deny any return request.

To initiate a return/exchange, please email us at info@malena.hr

Please specify:

Order number
Name of the item(s) you wish to return/exchange
Reasons for the return/exchange
Photos of the item(s) you wish to return/exchange, clearly showing the item(s) and the attached tags.

Please ensure that the photos clearly display the tags attached to the item(s). This will help us confirm that the tags have not been removed and ensure a smooth return process. We will process your return request within 24 hours and provide you with further instructions.

We accept returned for Gift card or Exchange Only. Styles returned are subject to rejection if they do not satisfy the following requirements:

The item is unworn and in original condition with all the tags still attached
The item has absolutely no marks or stains (including makeup and spray tan)
The item has hygiene stickers still in place (Swimwear)
The item does not have any odor (including deodorant, perfume, body odor or washing powder)
Earrings cannot be returned (for hygiene reasons)
Accessories cannot be returned
A receipt and proof of purchase is available

* Cosmetics, Lingerie, and underwear/shapewear are final sale for hygienic reasons.

Once we confirm the item has been returned correctly, a gift card will be emailed to the email address attached to the order and valid for 12 months.

If you wish to exchange for a more expensive product, you will need to pay the price difference. Conversely, if the replacement item is less expensive than the original, we will email you a gift card with the difference value.

What Methods of Payment Do You Accept?

We accept Paypal, Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account)