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We strive to offer quick support. Answers to our most frequently asked questions can be found below. Is your question not listed or would you like some advice? Feel free to contact us. We will gladly help you!
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ORDER AND PAYMENT
WHEN WILL I RECEIVE A FREE GIFT WITH MY ORDER?

If your order amount is above €100,- you are guaranteed a free Malelions gift.
The more you spend, the bigger your gift will be.
You can choose your gift in your shopping cart overview.

WHY HAS MY ONLINE ORDER BEEN CANCELLED?

In some cases, your order may have been cancelled. These are a few possible causes:

  • We have received an incorrect or incomplete shipping address which prevented us from processing your order.
  • A payment problem may have occurred when you placed the order.
  • Unfortunately, the item you wanted to order appeared to be out of stock.

If you have any questions about your cancelled order, please contact our customer service team.

WHAT E-MAILS WILL I RECEIVE ABOUT MY ORDER?

You will normally receive the following emails regarding your order:

  • A confirmation email to indicate that we have received your order.
  • An e-mail to confirm that your order has been shipped, including a track & trace code.

In case of a returned item, the following emails will be sent to you:

  • A confirmation e-mail once we have received your returned item at our warehouse, including the necessary information regarding an exchange or refund.
WILL I RECEIVE A COPY OF MY INVOICE?

Yes, we will send you a PDF copy of your invoice. You will receive it as an attachment in your order confirmation e-mail.

DISCOUNT CODES

It is not possible to stack discounts. You can only use one discount code per order. Please note! Entering the discount code is space- and case-sensitive.

FASHIONCHEQUE

You can pay a maximum of €50 online with fashioncheque due to the European anti-money laundering directive AMLD5. The remaining amount can be paid via another payment method.

SHIPPING
WHEN DO I RECEIVE MY ORDER?

Your order will be shipped as soon as possible. Due to the crowds at our carriers, it may take a little longer before your order is delivered.

WHAT SHOULD I DO IF I HAVE RECEIVED THE WRONG ITEM?

If you have placed an order via our online shop and you have received the wrong item, please contact us using the contact form above. We will then help you with the return and processing process.

WHEN WILL I RECEIVE THE TRACK & TRACE?

You will receive an e-mail with the track & trace as soon as your order has been shipped.

WHAT SHOULD I DO IF I HAVE NOT RECEIVED MY PACKAGE YET?

We always strive to deliver your order within our standard delivery time, but sometimes unexpected factors can cause delays. If you have not received your package within our standard delivery time, please contact us using the contact form above so we can help you.

RETURNS
HOW DO I RETURN MY ITEM(S)?

How to return

CLICK HERE TO RETURN!

Have you lost your return form? Please email [email protected] with 'lost return form + ORD order number ' in the subject line and we will make sure it is sent to you again.

HOW CAN I EXCHANGE MY ITEM(S)?

Exchanging your items is done in the same way as returning them. However, you will have two options here.

1. You request a coupon code. The return is free of charge. As soon as we have received your return, we will send you a coupon code with the value of the purchase amount. You can enter this code during checkout for your next order and the amount will be discounted. With this, you will have completed the exchange yourself.

2. You request a refund of the purchase. In doing so, you will pay for your return shipment. As soon as we have received the returned items, we will refund the amount. This will then be transferred back to your account if you have paid with Ideal, or we will adjust it on your Afterpay or Klarna invoice. After this, you could complete the exchange yourself.

 

 

 

Have you lost your return form? Please email [email protected] with 'lost return form + ORD order number ' in the subject line and we will make sure it is sent to you again.

HOW CAN I MAKE THE EXCHANGE WITH THE COUPON CODE?

If you have opted for an exchange, you will receive a credit code from us as soon as your return has been processed.

You can read how to use the voucher code via the steps below.

Step 1 - Click on the item you want to exchange and add it to your shopping cart.

Step 2 - Click on proceed to checkout and fill in your details.

Step 3 - Enter the credit code you received in the discount code field, then click on the green box with the plus sign to redeem the code. The amount will then be €0, provided you do not order an item more expensive than the value of the code.

Step 4 - Choose your preferred shipping method and proceed to the payment page.

Step 5 - When paying, choose payment by bank transfer, after which you can complete the order free of charge. Please note: You cannot choose a post-payment method if the amount amounts to €0. If you have ordered a more expensive item, you can of course pay the remaining amount afterwards or with one of the other payment methods offered.

If you decide to place a new order before you have received the credit code, you can let us know by email or telephone. We will then note this with the return shipment.

HOW DO I REPORT MY COMPLAINT?

If you have a complaint about a purchased item, you can follow the steps below.

Go to our return portal: Complaints Malelions
This is where you look up your order using your ORD order number and your email address. Indicate which items you have a complaint about and what is wrong.
Then add photos.

We will then start working on your complaint.
When we approve it, you will be notified and can return the items.
You will receive a new return link where you can download your return label.

 

 

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Processing your return can take up to 14 working days from the moment it is received at our warehouse. Once your return has been processed, you will receive an automatic e-mail with a confirmation from our customer service team. If you have not received a confirmation after 14 working days, we recommend that you contact our customer service by email: [email protected]

Did you pay with iDeal? Then the refund will appear in your account as Mollie payments.
COLLABORATE WITH MALELIONS
I WANT TO COLLABORATE WITH MALELIONS, HOW CAN I GET IN TOUCH?

If you would like to collaborate with Malelions you can get in touch with our social and influencer team via [email protected].

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