FAQs
Frequently Asked Questions - FAQs
Below you will find answers to some of the most common questions about Malena London, our products, shipping, returns and customer support.
1. What products does Malena London offer?
Malena London specialises in genuine leather bags and carefully selected leather accessories designed for everyday elegance, modern lifestyles and timeless wardrobes.
2. Are your products made from genuine leather?
Yes. Our collections focus on genuine leather products. Natural variations in grain, texture and tone are characteristics of authentic leather and contribute to the uniqueness of each piece.
3. Where do you ship?
We currently ship to customers across Europe.
Shipping availability may vary depending on carrier coverage and destination country.
4. Do you offer free shipping?
Yes. Malena London offers complimentary shipping across Europe.
Delivery options may vary depending on your location and available carrier services.
5. How long will it take to receive my order?
Orders are typically processed within 1–2 business days.
After dispatch:
- DHL Express: approximately 4–7 business days;
- UPS Express Saver: approximately 7–10 business days;
- UPS Worldwide Saver: approximately 7–10 business days.
Delivery times are estimates and may vary depending on destination and carrier operations.
6. How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information.
Tracking updates may take up to 24–48 hours to appear after shipment.
7. Can I return my order?
Yes.
Customers may have the right to cancel an order within 14 days of receiving their goods. Returned items must comply with the conditions outlined in our Return & Refund Policy.
8. Do you offer exchanges?
Exchanges are currently available for items that arrive damaged, defective or incorrect.
For alternative styles or products, customers may return eligible items and place a new order.
9. What should I do if my order arrives damaged?
Please contact us within 48 hours of delivery and provide:
- Your order number;
- Photographs of the packaging;
- Photographs of the affected product.
Our team will investigate and assist in accordance with our Return & Refund Policy.
10. How should I care for my leather bag?
To maintain the quality of your leather bag:
- Store it in a dust bag when not in use;
- Avoid prolonged exposure to moisture and direct sunlight;
- Keep away from excessive heat sources;
- Clean gently using a soft dry cloth;
- Use leather care products only when appropriate.
Proper care will help preserve the appearance and longevity of genuine leather.
11. Are leather variations considered defects?
No.
Natural leather may display variations in grain, markings, texture and colour tone. These characteristics are part of the beauty of genuine leather and are not considered manufacturing defects.
12. Is my payment information secure?
Yes.
Payments are processed through secure third-party payment providers. Malena London does not store complete credit card or debit card information on its own servers.
13. How can I contact Malena London?
You can contact our customer support team using the details below:
Email:
contact@malenalondon.com
Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM (Central European Time – CET)
Customer support is available during standard European business hours to assist customers across our service regions.
We aim to respond to all enquiries within 24 business hours.
14. Who operates Malena London?
Malena London is operated by:
EVERMONT BRANDS LLC
9380 SW 72ND ST
SUITE B 214
MIAMI, FL 33173
UNITED STATES