Delivery & Returns

DELIVERY

When will I get my order?
In Europe the ETA (Estimated Time of Arrival) is 5 working days for all territory, counting from the moment the order is confirmed as paid. Outside of Europe this ranges between 5-10 working days depending on where you are. All shipping, structural and physical constraints will be reported by email.

How is the delivery made?
Your order is delivered in hand by the courier to the provided address. In case you're not around to receive the package, it will either be available at the nearest post office or we will attempt to deliver it the following day.

RETURNS

The first step to returns and exchanges must be to communicate with customer support service at maliago@outlook.com and explain the problem and/or reason of return or exchange.

Can I  return a product?
Yes. You can, in case you don't want to keep the product or wish to exchange the size, return it in a maximum period of 10 working days after you receive it. However, you can only return a product if you meet the following requirements:

  • The products have not been washed or used;
  • The products maintain their original features and the packaging is not damaged (packages that have been carefully opened are not considered as damaged);
  • The product has not been tampered with and keep the original tags.

How do I return a product?

Step 1: Contact customer support
The first step to returns and exchanges must be to communicate with customer support service at maliago@outlook.com and explain the problem and/or reason of return or exchange. The subject of this email should be “Return or Exchange” and your order number should be included.


Step 2:  Put the item in the same packaging
Place the item in the same packaging. The article must follow with its price tags, without any trace of use, and its invoice or proof of purchase. Any product that has been damaged or that shows signs of use, does not give right to the refund. Then seal the packaging with the label 'RETURN' provided.

Step 3: Returning the package
To return the package, send us the items through the post with everything mentioned above, unfortunately we cannot refund shipping costs. We will warn you once your package has arrived.

Step 4: Refund
After receipt and analysis of the product, we will refund you (if the refund is valid), within 15 working days from the date of the order.

I received a faulty product.
We guarantee the satisfaction of our customers and don't want them to buy products that may have slipped through quality control. If you are returning an item that has a quality defect, please let us know by email (maliago@outlook.com) what the problem is. Once we have received your order we will look at it and get back to you within 10 working days. Once we get confirmation that there is a quality defect, we will fully refund your value to the bank account the purchase was made on. This will typically never take more than 10 working days, however depending on where you are and which bank provider you have it may take a little longer.

When will I be refunded for the returned product?
After a technical evaluation of the returned product, the refund will be made within a maximum of 15 days.

Did you receive my return?
Once your return is processed by our warehouse, you will receive an email with this notification. If you do not receive this email within 10 days after sending the return, please contact us at maliago@outlook.com or any of our social networks.

How will I be refunded?
If you are returning a product for a reason other than quality defect or exchange, once we confirm everything is in order with your return, we will issue a discount voucher, including, a code that will be sent to your email to discount the refund amount on the next order.

When will I receive the product replacement?
If the size you have purchased does not fit, we are happy to replace it for another size once we received your first order, A thorough technical evaluation will be made to the returned product. After that evaluation, we will process the exchange of the product and send you a notification email about the shipment of the new product. Please do let us know what size you have purchased and if you will need a larger or smaller shoe number. Unfortunately, we cannot cover the costs of the exchange shipping, however we can send you the new pair free of charge.

Why was I refunded instead of getting a replacement product?
When we are not able to process the exchange of a product due to stock shortages, we will refund its entire value.

Please note:

Customers are fully responsible for the product until the time it reaches us. Maliago does not share responsibility if there is a problem with the returns before they reach us.

All communication between customers and Maliago should be done through direct email contact with our customer support at maliago@outlook.com

All returns and exchanges must be completed within the 10 working days after you have received your order.

We require proof of sale with the shoes to confirm you have purchased these with us. Order number and billing information must also be provided.