Frequently Asked Questions
How long does shipping take?
Most orders leave our warehouse within 1-2 business days, and delivery usually takes another 4-6 business days after that. Shipping is free on every order across the US, and we send a tracking number the moment your package is on its way.
Do you offer free shipping?
Every purchase ships free, whether it is a single item or a full cart. Shipping costs are on us for all US orders, and a tracking number is always included.
How do I track my order?
Once we hand your package to the carrier, we send a tracking number by email. Enter it on the carrier site to watch each step until it reaches your door.
What is your return policy?
We accept returns and exchanges for 30 days after you receive your order, with no explanation needed. Approved refunds post back within 5-10 business days. Please note that personalized items, clearance goods, gift cards, and unsealed personal-care products cannot be returned.
How do I start a return or exchange?
To begin, email us at support@mallava.shop with your order number and the item you would like to return or exchange, and we will send return instructions. Requests must be made within 30 days of delivery.
When will I receive my refund?
After your returned item arrives and passes inspection, we issue your refund to the original payment method within 5-10 business days. Your bank may take a little longer to display the credit.
Which payment methods do you accept?
Major credit and debit cards are accepted, including Visa, Mastercard, and Amex. Since we are a US store, all charges are in US dollars.
Can I cancel or change my order?
Yes, within a limited timeframe. Because orders are prepared within 1-2 business days, contact support@mallava.shop quickly to cancel or update details before your package is on its way.
Do you ship internationally?
Right now our shipping is limited to the United States. Orders are billed in USD and sent at no cost to addresses nationwide.
What should I do if my item arrives damaged or defective?
Report any damage or defect to support@mallava.shop promptly. With your order number and a picture, we will quickly sort out an exchange or process your refund in 5-10 business days.
How do I contact customer support?
Have a question? We are open on weekdays from 9:00 AM to 5:00 PM. You can also reach us by phone at (559) 762-8322.
What are your customer service hours?
Customer care operates Monday through Friday, 9:00 AM to 5:00 PM. We are closed on weekends and major holidays, but your emails are waiting for us when we return.
Do I need to create an account to place an order?
No sign-up, no problem. Our checkout works without an account, so you can order in minutes and still get order updates by email.
Which items cannot be returned?
Some categories are final sale. Gift cards, clearance goods, custom or made-to-order products, and opened hygiene items fall outside our standard return window.