Customer Care

still need help?

Email or call us on the below:

customercare@malonesouliers.com
+44 (0)20 7499 8990

Returns & Exchanges

A Note From Us

Due to the ongoing situation surrounding Covid-19, returns may be a little slower than usual as our warehouse has less staff. We kindly ask that you please allow an additional 7 working days for your return to be processed. Please bear with us during this time, we hope to be back to normal very soon.

We craft every Malone Souliers item with you in mind, and truly hope you love it as much as we do. However, if you change your mind, you have 14 working days from delivery to return your order to us, free of charge. Please note, we reserve the right to reject your return if it shows signs of wear - so please try on your item(s) indoors on a soft, gentle surface. All item(s) must be returned in an unmarked condition in their original packaging.

To return your item(s) to us, please first email us at customercare@malonesouliers.com, letting us know what you wish to return, and we will provide you with a complimentary returns label and instructions for booking a collection with our delivery partners.

Once your return arrives back at our warehouse and has been checked by our team, your refund will be processed. Please allow up to 14 working days for the money to appear back in your account. 

Exchanges

If you would like to exchange your order, please contact us via email before returning your order and we will do our very best to accommodate your request.

Late or missing refunds

If you haven’t received your refund after 14 working days of us confirming it, please first double check your bank account. We would then suggest contacting your credit card company or bank as it may take some processing time before your refund is officially posted. If after this you still have not received your refund, please feel free to contact us by email so we can investigate further.

Shipping

We provide complimentary returns labels for all orders. If you use our returns label, we will be unable to refund any original postage paid. If you return your item(s) to us at your own cost, we will issue you with a full refund including the initial delivery costs. If you do chose to return your item to us via your own courier or postal service, we cannot be held responsible for any loss or damage in transit.

Made-to-Order

In the case of made-to-order, no refunds or exchanges are available. You may only cancel an order for a bespoke product if there is a fault in the product. Please contact us within 30 days of receiving your bespoke product and discovering the fault so we can investigate further. If the product is found to be faulty, we will issue with you with a full refund, plus any delivery charges and any reasonable costs incurred by you for returning the product to us. If we deem the product not faulty, we will contact you to discuss returning the item to you.

Subscribe To Our Mailing List And Join Our World