exceptional shipping arrangements during the covid-19 crisis.
Shipping + Returns
updated: June 2020
How can I get hold of your products?
MALIN+GOETZ products are available on the malinandgoetz.co.uk website and on the websites of authorised partner retail shops. Our London stores are re-opening, please check the store locator for specific details and opening times.
Is home delivery still possible?
Home delivery is still in operational for online orders. Our warehouse partner is operating in line with Government protocols and the health safety rules issued by WHO.
What are the temporary delivery times and process?
In light of the reduced workforces and social distancing, we ask for you to expect longer delivery than what we would normally like to offer to our customers. Our orders are shipping via Royal Mail as usual but the option of next day delivery has been removed at present.
MALIN+GOETZ can continue to deliver to any addresses in the UK Mainland, Highlands, Islands and Northern Island (excluding Channel Islands). Orders for the Republic of Ireland will now be serviced through our EU Site. We deliver your order with Royal Mail Standard, but we reserve the right to use alternative postal/courier services without notice. Usually orders would take between 4-7 working days for delivery, but at this time could be subject to delays. Enquiries pertaining to delivery lead times or parcel tracking can be directed to email@example.com
UK MAINLAND and HIGHLANDS, ISLANDS & NORTHERN IRELAND postcodes are defined as follows:
UK Mainland (Scotland)
DD, DG, EH, FK, G, KA (except KA27 and KA28), KY, ML, TD, AB1 to AB16, AB21 to AB25, AB30, AB39, PA1 to PA19, PH1 to PH3.
Out of Area: Highlands and Northern Ireland
AB31 to AB38, AB40 to AB56, IV1 to 28, IV30 to 32, IV36 to 40, IV52 to 54, IV63, KW1 to 14, PA21 to PA38, PH4 to PH41,PH49 to PH50, Northern Ireland.
Out of Area: UK Islands
HS, IV41 to 49, IV51, 55 &56, KA27 &28, KW15 to 17, PA20, PA41 to PA49, PA60 to 78, PH42 to 44, ZE, Isle of Man.
What hygiene measures are implemented during the delivery process?
Our warehouse providers comply with the WHO guidelines to ensure the protection of our employees and customers. The government guidelines have been put in place and are operating in a very controlled manner.
How can I check the status of my order?
Once we receive your order, MALIN+GOETZ will email your order number to you. Please quote this order number in all correspondence. You can contact our customer service team at firstname.lastname@example.org with regard to your query.
How can I track my order?
You will receive an automated email from MALIN+GOETZ once your order has been dispatched containing your Royal mail tracking number.
When will the MALIN+GOETZ stores reopen?
The reopening of our stores depends on the measures taken by the UK Government.
I have a gift card issued in store: can I use it on the website?
If you have a gift card that was purchased in one of our stores, you will be unable to use this on our website. Our London stores are re-opening, please check the store locator for specific details and opening times.
online returns policy.
We want you to be happy with your purchase from us. If for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our Terms and Conditions for Online Sales which you can access by clicking here.
If you wish to cancel your order please review Section 11 of the terms and conditions.
We offer a 28 day refund policy. Please follow the 4 steps outlined below to return your items purchased online to MALIN+GOETZ Limited via post. Currently, it is not possible to return items purchased online to any of our stores. If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
Please complete the Returns Form which is included in your order packaging (or can be accessed by clicking here), and enclose this Form with the goods to be returned.
If you have any questions relating to the Returns Form, please contact our Customer Services Team on 020 3585 1922 (Monday – Friday 9:30am – 6pm) or at email@example.com.
Post the goods to be returned within 28 days of your original order date, with the Returns Form enclosed to C/O Malin+Goetz LTD, ILG, Unit 2C & D Gatwick Gate Industrial Estate, Charlwood Rd, Lowfield Heath, RH11 0TG GB.
All items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure that you obtain a proof of postage when you do so as we do not accept responsibility for items which are lost in transit. Customers should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier used.
All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you via telephone or e-mail that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised; or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
Once we have processed your returns, our Customer Services team will contact you by telephone or e-mail. Your payment for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) will be refunded by MALIN+GOETZ as soon as possible by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 28 working days of delivery to you or your notifying us of cancellation/returning). Please note that it can take 3 – 5 working days after we have processed a refund payment for it to appear on your credit card statement.
For further information please contact firstname.lastname@example.org.
The above cancellation and refund rights are in addition to your statutory rights (under the Consumer Rights Act 2015) to return goods which are damaged or faulty, or not what you originally ordered. Further details of these rights are set out in our terms and conditions for online sales.
Thank you to all our customers in working with us during this difficult time. We ask you to stay safe, and shop all your essentials (+more) at our online store. We are on hand to answer any questions, and as always are dedicated in ensuring our best customer service as possible.