Refund policy

At Malena London, we are committed to providing a premium shopping experience, clear customer support and a fair returns process. This Return & Refund Policy explains your rights and our procedures regarding returns, refunds, replacements and exchanges for customers purchasing from our store across Europe.

Malena London is operated by EVERMONT BRANDS LLC, a company registered in the State of Florida, United States, serving customers across Europe through our online store.

This policy is designed to comply with applicable consumer protection laws in the regions where our products and services are offered, including the European Union (EU) and the European Economic Area (EEA).

14-Day Cancellation Period

14 Days to Return Your Item

No Restocking Fees

Support for Faulty or Damaged Items

1. Right to Cancel Your Order

If you purchase from Malena London as a consumer, you may have the right to cancel your order within 14 days of receiving your goods without providing any reason.

To exercise this right, you must notify us within 14 days of receiving your order. Once you have informed us of your decision to cancel, you must return the item within a further 14 days.

You may inspect and handle the product as you would in a physical retail store to determine its nature, characteristics and functionality.

However, returned items must:

  • Be unused beyond reasonable inspection;
  • Be free from stains, damage, scratches or excessive wear;
  • Include original packaging, tags, dust bags and accessories where possible;
  • Be returned in a condition suitable for resale.

For cancellations based on a change of mind, customers are responsible for the cost of return shipping unless otherwise required by applicable law or confirmed by us in writing.

2. Refund Eligibility

Once your returned item has been received and inspected, we will determine whether it qualifies for a refund.

Approved returns may be eligible for:

  • A full refund of the purchase price;
  • A replacement product;
  • A store credit where agreed by both parties.

Refunds will be issued using the original payment method whenever possible.

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or if you receive the wrong item, please contact us as soon as possible.

To help us assess the issue, please provide:

  • Your order number;
  • A description of the issue;
  • Clear photographs showing the defect, damage or incorrect item.

Where a claim is approved, Malena London may offer:

  • A replacement item;
  • An exchange;
  • A repair where appropriate;
  • A full refund.

For approved faulty, damaged or incorrect item claims, return shipping costs will be covered by Malena London.

Please note that natural variations in genuine leather, including grain patterns, texture differences, slight tonal variations and natural markings, are characteristics of authentic leather and are not considered manufacturing defects.

4. Exchanges

We currently offer exchanges only for items that are defective, damaged or supplied incorrectly.

If you wish to purchase a different style, colour or product, we recommend returning the original item in accordance with this policy and placing a new order.

5. Refund Processing Times

Returned items are typically inspected within 2 business days after arrival at our returns facility.

Once approved, refunds are usually processed within 7 business days.

Depending on your payment provider, bank or card issuer, it may take additional time for the refund to appear in your account.

6. Refused Deliveries and Unclaimed Parcels

If a parcel is refused by the recipient or remains unclaimed and is returned to us by the carrier, we will process the return after the item has been received and inspected.

Where permitted by applicable law, return shipping costs, carrier fees, customs charges or other direct costs associated with the return may be deducted from the refund amount.

7. Non-Returnable Items

The following items cannot be returned unless they arrive faulty, damaged or incorrect:

  • Gift cards;
  • Digital products or downloadable content;
  • Personalised or customised items;
  • Products specifically manufactured or modified upon customer request;
  • Items excluded from return rights under applicable consumer protection legislation.

8. How to Start a Return

To request a return, please contact our customer support team before sending any item back.

You may also submit a return or cancellation request through your customer account.

Email: contact@malenalondon.com

Please include:

  • Your order number;
  • Your full name;
  • The reason for the return;
  • Photos where applicable.

Our team will provide the appropriate return instructions once your request has been reviewed. Please do not send items back without contacting us first, as this may delay the return process.

9. Contact Information

Brand: Malena London

Operated by:
EVERMONT BRANDS LLC

Business Address:
9380 SW 72ND ST
SUITE B 214
MIAMI, FL 33173
UNITED STATES

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.

 

Last Updated: June 3, 2026