Exchange & Returns
Customer satisfaction is our top priority. If for any reason you wish to exchange/return your order, we are happy to do so subject to our terms and conditions. In order to avoid exchanging orders we would advise you to check our sizes carefully using our size chart or drop us an email if you are still unsure.
Due to hygiene reasons we are unable to refund any item under our hijab’s or under scarf collection. Custom made orders are strictly non-refundable.
Please ensure you handle the product with care, do not use unnecessary force and ensure that you are not wearing any perfume, makeup or deodorant which may leave a scent or mark on the item. In order to be eligible for a return/exchange, the items MUST be returned in the condition they were sold, unworn, undamaged and with all tags intact.
In order for us to process your return/exchange you will need to contact us within one week of receipt to obtain an authorization code. Once you have received the authorization code, you have 2 weeks to return the item back to us from the day it arrived.
If the order you placed is lost in transit, you will be offered a replacement or refund once the issue has been resolved with the courier. (This usually takes between 14 - 28 days). You must notify us within 30 days.
Please note: If your shopping cart includes a pre-order item, the item/s along with the rest of your order will be processed once the stock becomes available, and the date shown on the website is only a guide. We will however endeavor to deliver your item/s within the time scale or shortly after.
You need to contact us on firstname.lastname@example.org to obtain your authorization code.
The refund issued will be the order value excluding the shipping costs. Please allow up to 14 days for any refunds to appear in your account.
If you wish to return your items for any other reason other than if it is faulty or damaged please be aware that charges from your local postal service will apply. We will not accept responsibility if the item is lost in transit.
Any custom size items are not available for exchange / refunds.
In the rare instance that the item is received faulty, we require clear images to be sent by email within 48 hours of receipt in order to process a replacement/refund.
Damaged items must be returned and we will reimburse the return shipping costs, please contact us before hand for the recommended shipping method. We are not obliged to pay for extra shipping costs.
If we receive item/s returned not in sellable condition (stains/odor/no tags etc), you will be notified and the item/s will be returned back to you and you will be refused a refund.
Malbus has the right to refuse the exchange or refund of purchases if any of the above procedures have not been followed.