1. Ordering & Payment
Q: What payment methods do you accept?
A: We accept major credit and debit cards, including Visa, Mastercard, and American Express. We also support digital wallet payments via Apple Pay and Google Pay for a quick and checkout process.
Q: In which currency will I be charged?
A: All transactions on our website are processed in Euros (€).
Q: How is my payment information handled?
A: Payment transactions are processed using encrypted industry-standard protocols to help safeguard your financial details during checkout.
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2. Shipping & Delivery
Q: Which countries do you deliver to?
A: We deliver to customers across the European region.
Q: How long does order processing and shipping take?
A:
Order Processing: Orders are prepared and processed within 1 to 3 working days.
Transit Time: Standard delivery via our shipping partners (including Priority services from DHL, FedEx, and UPS) typically takes between 5 and 10 working days after dispatch.
Q: How can I track my shipment?
A: Automated dispatch and tracking update emails are sent to the email address provided at checkout at key milestones, including when the order is shipped, arrives at local logistics hubs, and is out for local delivery.
Q: What happens if my delivery is delayed beyond the standard transit time?
A: If an order exceeds the standard transit timeframe, an investigation will be initiated with the logistics provider. Based on the findings of the investigation, an appropriate resolution will be provided, such as issuing a full refund or sending a replacement item.
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3. Returns & Refunds
Q: What is your standard return policy?
A: In accordance with European Union consumer protection regulations, customers residing in the EU have the Right of Withdrawal within 14 calendar days from the date of receiving their items. You may request a return within this 14-day window without providing a reason.
Q: How do I initiate a statutory return?
A: To initiate a return under your statutory rights, please contact our customer care team at childrens@malestvari.com within 14 days of delivery. Returned items must be unused, in their original condition, and in their original packaging. Return shipping instructions will be provided upon contact.
Q: What should I do if my item arrives damaged or defective?
A: If you receive an item that is defective or damaged upon arrival, please contact us via email at childrens@malestvari.com as soon as possible. Please provide clear photographic evidence of the issue. Upon verification of the issue, we will process a replacement or a full refund without requiring you to return the damaged item.
Q: How long does it take to process a refund?
A: Once approved, refunds are issued to the original payment method used during checkout. Processing times may vary depending on your card issuer or banking institution.
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4. Contact & Support
Q: How can I reach customer support?
A: For any queries regarding orders, shipments, or returns, please contact our team via email at childrens@malestvari.com. We endeavour to respond to all written enquiries in a timely manner.