shipping+returns.

Malin + Goetz Limited – 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.

Please follow the steps outlined below to exercise your cancellation rights and 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. 

As you are a consumer you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order within 14 working days from delivery. At MALIN+GOETZ we also offer up to 28 days from your original order date to return your goods to us to obtain a refund or exchange (excluding the shipping charges), if the goods are sealed and in a re-saleable condition

In the unlikely event that the goods provided are faulty please return them within 30 days, following the Refund/Cancellation steps below and including the details of the fault on the form. We will refund any postage costs incurred on a faulty item, and ensure you are reimbursed for recorded delivery postage on the item.

Step 1.

Before sending any goods back to us, please complete the Returns & Cancellation Form which is included in your order packaging (a copy of which can be accessed by clicking here), and enclose this Returns & Cancellation Form with the goods to be returned.

If you have any questions relating to the Returns & Cancellation Form or the policy, please contact our Customer Services Team at +44 2074245171 (Monday - Saturday 10.30am - 7pm, and Sunday 12pm - 5pm, excluding Bank Holidays) or at info@malinandgoetz.co.uk.

Step 2.

Post the goods to be returned within 28 days of your original order date, with the Returns & Cancellation Form enclosed, to the following address - Malin + Goetz, 146 Upper St, London N1 1QY, UK.

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 adhere to any labelling and packaging guidelines produced by Royal Mail or any other courier used.

Step 3.

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.

Step 4.

Once we have processed your returns, our Returns Department 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 days of delivery to you or your notifying us of cancellation). 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 info@malinandgoetz.co.uk.

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.