Refund policy
DELIVERY AND SHIPPING
We inform you of the expected delivery time for our products on each product page.
Orders placed before 14:00 CET on business days are shipped the same day.
We offer free shipping on all orders within EU countries. The shipping company and delivery options will be shown at checkout. Your package may be delivered to your address or to a nearby pick-up point, depending on the carrier and destination.
Estimated delivery time
Netherlands: 1–2 business days
Belgium & Luxembourg: 1–2 business days
EU countries: 2–5 business days
Delivery times are estimates and may vary depending on the destination, carrier workload and public holidays.
CANCELLATIONS
You may cancel your order at any time until your order has been shipped.
To cancel your order, please send us a clear request at hello@mallowatelier.com and include your order number.
RIGHT OF WITHDRAWAL
Once your order has been delivered, you have 14 days to change your mind about your purchase.
To exercise your right of withdrawal, please send a clear message to hello@mallowatelier.com and include your order number.
If you would like to change your order, you need to return the purchased product and place a new order for the product you want instead.
Please return the product complete, unused, undamaged and carefully packed in its original box to protect it during transport.
We have the right to charge you if the product has been used, if not all elements are returned, or if the packaging has been damaged more than necessary to inspect the product.
You are responsible for the costs of return shipping, unless the product arrived damaged, defective or incorrect.
DEFECTS
If you discover clear damage to the packaging upon delivery, please report this to the shipping provider immediately.
If you have received the incorrect product, or if the product itself is damaged, please contact us at hello@mallowatelier.com. Include your order number, a clear description of the issue and images of the product and packaging.
If the product shows a defect within 2 years from delivery, please notify us within a reasonable time.
Damage caused by misuse, abnormal use, wear and tear, accidents, water exposure, excessive heat or prolonged direct sunlight does not qualify as a defect.
If we determine that the defect falls under legal warranty, we will offer one of the following remedies: repair, replacement, price reduction or refund.
REFUNDS
If you have the right to a refund, we will issue the refund as soon as possible after receiving and inspecting the returned product.
The refund will usually be sent to the original payment method used for the purchase.
UNCLAIMED SHIPMENTS
If your order is delivered to a pick-up location and you do not collect it within the time period communicated by the shipping company, the package may be returned to us.
In that case, we reserve the right to charge you for the original shipping cost, return shipping cost and handling costs.
The 14-day withdrawal basis is consistent with EU consumer rules for online purchases; EU guidance also states that customers generally bear return postage during the cooling-off period unless the seller offers otherwise.