¡BIENVENIDO A MALVA!
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FREQUENTLY ASKED QUESTIONS
What is the return policy?
You can view our full policy at: malvaonline.com/pages/cambios-y-devoluciones
For a return to be accepted, items must be in the same condition as received and meet the requirements detailed below:
LOCKER ROOM
Garments must be unworn, unwashed, undamaged, with all original tags attached, and in perfect condition. We recommend taking care when trying on blouses or dresses to avoid makeup or deodorant marks.
FOOTWEAR
Shoes should be tried on on soft surfaces such as carpet to avoid scratches. They must be returned with no signs of wear and with their original box intact, as this is part of the product.
SWIMWEAR AND LINGERIE
For hygiene reasons, they should be tried on over underwear. Do not remove the protective tape.
FINAL SALE ITEMS
Some products with special discounts will be marked as "No Returns on Sale." These products are not eligible for exchange, refund, or credit.
Categories
Can I return a product?
Yes, at Malva we accept returns under the following conditions:
- For refund: up to 30 days after receiving your order.
- For exchange: up to 60 days after receiving your order.
How to initiate a return?
You can easily manage your return from our website by following these steps:
- Sign in to your account.
- Select the order you wish to return.
- Click Request Refund .
- Choose the reason for the return for each item.
- Confirm the request.
Once the online process is complete, our customer service team will contact you to coordinate the pickup and finalize the process.
Important:
- The return has a cost of 15 USD ..
- Some discounted items may be marked as "NO RETURNS SALE." In these cases, exchanges, returns, and refunds are not accepted.
- MALVA INTERNACIONAL does not cover return shipping costs . Therefore, we recommend contacting our customer service team before shipping for proper guidance.
If you have any questions, please write to us. We're here to help.
Who bears the costs of the return?
Unless there is an active "Free Returns" campaign (see the Promotions section), the customer will be responsible for shipping costs and any other expenses associated with the return.
At Malva Internacional we offer two options to manage your return:
- Use our partner carrier (fixed cost of 15 USD):
- If you request a refund, this amount will be deducted from the refund amount.
- If you request an exchange, you will be required to pay shipping costs before the new product is shipped.
- Manage the return yourself, using the carrier of your choice and directly covering the cost of shipping to our facilities. In this case, you must contact our customer service team in advance by writing to help@malvaonline.com to coordinate the process.
If a free returns promotion applies, the terms and dates will be clearly indicated on our website.
How long does the refund take and how is it processed?
a) Refunds are issued only for the value paid for the product; taxes, shipping or return costs, or other fees are not refunded.
b) Once the product arrives at our warehouse and it is confirmed that it meets the conditions for exchange or return, the refund will be processed through the same payment method originally used, and may not exceed five (5) calendar days .
What is the refund method for my return?
- All refunds will be processed using the original payment method.
- Credit/debit card payments: the amount will be refunded to the same method used for the purchase.
- Gift cards or certificates: The refund will be applied directly to the original card or certificate.
What are the conditions for exchanges and returns?
For an exchange or return to be approved, the product must meet the following conditions:
- Be in perfect condition, with no signs of use, washing or alterations.
- Keep all original labels attached, as delivered.
- Include the original packaging , in good condition and complete.
The product's condition will be verified upon receipt at our facilities. If it does not meet these conditions, Malva reserves the right to reject the exchange or return request.
We recommend keeping the original packaging and not removing the labels until you are sure you want to keep the product.
What do I do if I receive an incorrect or defective product?
If the product you received does not match the one you ordered, has manufacturing defects, or arrived damaged, please contact our customer service team as soon as you receive your order.
To process your request, you must:
- Send an email to help@malvaonline.com indicating the order number, a description of the problem, and, if possible, attach photographs of the product received.
- Return the product in the same condition as it was delivered, including labels, original packaging, and no signs of use.
Once the case has been validated, we will offer you two options:
- Full refund: The transaction will be reversed for the full amount paid, without discounts or surcharges, within a maximum period of 5 calendar days .
- Replacement of the correct product: We will coordinate the shipment of the product originally ordered, at no additional cost.
Our customer service team will assist you throughout the entire process to ensure a quick and satisfactory solution.
Can I cancel my order once it's been placed?
Yes, you can cancel your order as long as it has not yet been shipped .
To do so, please write to help@malvaonline.com , including the order number and email address. If the cancellation is made before shipping, the full amount will be refunded without penalty .
Once the order has been dispatched, it cannot be cancelled and you must follow the return process (see How to initiate a return)
Can my order be shipped partially?
Yes, your order may be shipped in separate packages. Our operation is 100% omnichannel and we ship from different cities, so you may receive your products in separate deliveries.
How can I track my order?
Log in to your account on our website, select the order you haven't received yet, and you'll find the tracking number. All our international shipments are handled through DHL. You can track your order directly on the official DHL website using this number.
What carrier do you use for shipments?
We ship internationally through DHL. To check the status of your order, please visit the DHL website and enter the tracking number found in your account, following the steps mentioned above.
Which countries do you ship to?
We currently ship worldwide. If your country isn't listed at checkout, please contact us and we'll help you directly.
Is it safe to use my credit card on your site?
Yes, shopping at MALVA is safe.
We accept credit cards as a reliable and secure payment method. We work with PayPal , one of the most secure payment platforms worldwide, which incorporates advanced security measures and anti-fraud monitoring to protect your information at all times.
Your privacy and security are our priority.
What payment methods are available?
We only accept payments through PayPal, which includes:
- Credit card (Visa, MasterCard, American Express)
- Debit card
- Payment with PayPal account balance
Before confirming your order, the current price will be displayed on the screen. If there is an error in the published price, it will be corrected immediately, and if a charge has been made, you will be refunded within a maximum of 5 calendar days.
How do I register and create an account on the site?
To make any purchase at Malva, you must register by providing your email address and creating a personal, non-transferable password. You are solely responsible for maintaining the confidentiality of your password. If you lose or forget it, you can use the "Forgot your password?" option on the authentication page, or email help@malvaonline.com for assistance.
Who can register and purchase at Malva?
Only those at least 21 years of age may register and purchase. By accepting the Terms and Conditions, you represent and warrant that you are of legal age and have the legal capacity to enter into a contract. If you are acting on behalf of a company or organization, you must have sufficient authority to bind that entity.
I can't reset my password! What should I do?
If you're having trouble accessing your account, follow these steps:
- Click "Forgot your password?" on the login page.
- Enter the email address associated with your account.
- Check your inbox (and spam folder) for the reset link.
If you don't receive the email or are still having issues, our customer service team is here to help.
Write to us at: help@malvaonline.com Or use our website chat for immediate assistance.
How can I unsubscribe from promotional emails or messages?
At Malva, we want you to be in control of your experience. If you no longer wish to receive our news, you can do so easily:
To stop receiving emails, click the "Unsubscribe" link at the bottom of any email. Please note that the process may take 3-7 business days to fully apply.
To stop receiving promotional text messages: Send a text message with the word: STOP, QUIT, CANCEL, END, or UNSUBSCRIBE to the number from which you received the message. Your number will be automatically removed from the messaging program.
Have questions? Our team is always available to help. Email us at help@malvaonline.com .
What happens if my package is not delivered?
The carrier will make up to two delivery attempts . If the package is not delivered after both attempts, it will be returned to our warehouse and the amount paid will be refunded , minus only the shipping cost. The refund will be issued within a maximum of 5 business days after receiving the product at our warehouse.
If the customer refuses delivery without justification or provides an incorrect address that prevents delivery, Malva may cancel the order and refund the money, applying the same shipping discount.
It's important to note that refunds will only be processed once the product has been received back into our warehouse.
How can I track my order?
Log in to your account on our website, select the order you haven't received yet, and you'll find the tracking number. All our international shipments are handled through DHL. You can track your order directly on the official DHL website using this number.
How long does it take for my international order to arrive?
Delivery times may vary depending on the city of origin and final destination. On average, international shipments take between 2 and 5 calendar days. Upon completion of your purchase, you will receive a tracking number to track the process in real time.
Do I have to pay taxes or duties when I receive my order?
In some countries, customs authorities may charge taxes or duties. These charges are not included in the value paid on our site and are the buyer's responsibility.
How do I place an order and when is it considered accepted?
- Select the product you want, add it to your cart, and complete the payment details.
- The order is considered an offer to purchase , which is completed upon payment via PayPal (either by credit card, debit card, or PayPal account).
- You will receive an email confirming your purchase . However, the purchase contract is only considered accepted when we ship the order .
If Malva is unable to accept all or part of the order, we will issue a refund without interest.
How much does shipping cost and how long does it take for my package to arrive?
- Malva currently offers free shipping on all orders .
- Product prices are expressed in US dollars and do not include taxes .
- Although shipping costs typically depend on the destination, size, and weight of the package, there is currently no shipping charge . This information is displayed before confirming your order.
International Shipping: We ship worldwide via DHL . The estimated delivery time is up to 10 business days from order acceptance, except in cases of force majeure such as strikes or natural disasters.
Under what jurisdiction are the Terms and Conditions governed?
a) Use of the site and purchases are governed by current Colombian legislation, in particular Law 1480 of 2011 (Consumer Protection) and data protection regulations (Laws 1266 of 2008 and 1581 of 2012).
b) By browsing or purchasing, you agree to these laws and any dispute will be subject to Colombian jurisdiction, even if you make your purchase from the United States or any other country.