RETURNS

By Malina charges a return shipping and handling fee. The fee is deducted in the event of a refund in connection with the return being handled. Our return handling fees are as follows: SEK: 59, NOK: 99, DKK: 59, EUR: 15, GBP: 10, USD: 20.

For By Malina Bridal the return fees are: SEK: 149, NOK: 199, DKK: 149, EUR: 25, GBP: 20, USD: 30

When purchasing from By Malina, you have a right to return products for a period of 14 days from when the goods have been delivered. With the condition that the products must be returned in their original condition. 

• The product must not be used

• The product must not be washed

• The product must not smell of perfume/cigarettes/etc

• The product must not be stained (have perfume, make-up or deodorant stains)

• The product must not be faulty in any other way (holes, missing buttons, etc)

• The original hangtags must still be attached

Please be careful when you try the garments at home, some are particularly fragile and it is your responsibility that the product is returned in good condition. Failure to comply with this return policy will mean returns are only accepted at our discretion.

RETURN PROCESS

To make a return, please make a registration via www.bymalina.com/returns Enter the relevant order number and the email address used when you made the purchase. Follow the steps shown and be sure to enter all of the information requested, and if necessary you can update your contact information here. When your return registration is completed, a confirmation email will be sent out to the given email address. The email will contain all further instructions as to how to proceed with the return.

Once we have received and approved your return, a refund will be made to you, refunds are credited via your choice of payment. We normally handle your return within 14 days from when we receive the package at our warehouse. In some cases it may take up to 30 days. We will send you a notification email when the return is completed. However, it may take a few days before you see the transaction on your account. Any eventual billing or delivery fee is not refundable.

When you register your return, you can choose to be reimbursed with a credit receipt, then we add an extra 10% to the value and you avoid the return cost. If the return is approved, you will receive a code to your email that works as a credit receipt. Then enter the code at checkout on your next purchase! The code is valid for one year and is valid online only. Purchases paid with the Voucher cannot be re-registered for continued increase. The voucher is refilled with the same value as before without an extended validity period.

Please note that it is possible to return products purchased online in our store at Humlegårdsgatan 14 in Stockholm.

UNRESONABLE RETURNING

By Malina reserves the right to cancel orders and deactivate accounts if we notice an unusual pattern of incoming returns from the same customer. An unusual pattern of returns can for example mean that a customer orders and returns unusually large quantities of products. If this should happen to you and you believe we have made a mistake, please contact our customer service at [email protected] so we can review and re-evaluate the decision.

We offer free exchanges if you would like to change to a different size and/or color. You register the change here: http://www.bymalina.com/returns/ no later than 14 days after your regular order date. Provided the garment is in its original condition and follows our return policy, we will ship your new order within 1-3 days after we receive and approve the return.

EXCHANGE PROCESS

If you wish to change to another item, we refer you to return the garment, and then make a new purchase. 

DEFECTIVE AND/OR WRONGLY DELIVERED PRODUCTS

All goods should be flawless on delivery. If you receive a defective or wrongly supplied product – you are entitled to a new/correct product. In this case, please contact customer services as soon as possible - but no later than within 14 days of having received your order. We will contact you with further information and a return waybill. Always return the product in unused condition. Wrongly supplied products are to be returned unused.

PLEASE NOTE: Before you return a faulty item, you must contact our customer support to report the issue.

CLAIMS

The right to make a Consumer Complaint only applies to products with a defect. If necessary, we ask that you register your complaint via www.bymalina.com/returns. State the order number in question, as well as the email address that was given when you made a purchase. Follow the steps shown and be sure to enter all of the information requested. Once your query has been registered and viewed, you will be contacted with further information. Please note that defects caused by the consumer, for example, wear and tear or accidents, will not be accepted as claims. In case of a dispute, we inform that you as customer can appeal to one of the bodies listed on the European Commission's Online Dispute Resolution website at https://ec.europa.eu.