FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order in which they are received and respond promptly. We usually respond within 24 hours of receiving a message or email.

 

CAN I CHANGE MY DELIVERY ADDRESS AFTER I HAVE PLACED MY ORDER?

Once an order has been placed, our warehouse staff can pack and dispatch your order within 24 hours, so it is only sometimes possible to process change of address requests. If you notice an error, please email us as soon as possible with your name and order number so that we can correct your parcel before it is dispatched. There is no guarantee that we will make it, especially when it leaves our warehouse, but we do everything we can!

 

HOW LONG IS THE PROCESSING TIME?

The processing time for your order is one working day from the day you place your order. Most parcels are processed within 24 hours, but if our warehouse is exceptionally overloaded, the processing time can be up to 3 working days after your order.

 

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships all orders Monday to Friday (excluding major holidays). Once you have placed your order, your parcel should be dispatched within 5-10 working days.

 

WILL MY ORDER BE DELIVERED IN A PARCEL?

Depending on the size of your order, you may receive multiple parcels, which may arrive 1-2 working days apart.

 

OUT OF STOCK/BACKORDER ITEMS:

If any of your items are out of stock, we will let you know by email when we expect to be able to dispatch the items. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price for these items.

  

I HAVE RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?

We apologise that your parcel has not arrived in perfect condition! Please contact us with your name and order number for further assistance.

 

HOW CAN I TRACK MY ORDER?

Simply go to the "Track your order" link on the home page or in the main menu and enter your tracking number to see where your parcel is. If you need further assistance, we are always happy to help.

 

WHY IS MY TRACKING NUMBER NOT WORKING?

Tracking numbers often only work for domestic orders. If your tracking number is not working, please let us know so we can make sure your items have been dispatched correctly.

 

WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?

If an item you have purchased is missing or damaged, please contact us immediately to resolve the issue.

We have a money back guarantee that is valid for 30 days after your item arrived, so make sure you contact us within this period. You can reach us via the 'Contact Us' tab or by email at malimelbourne1@gmail.com

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

This depends on where your order is being dispatched to and how close it is to our warehouse.The transit time of the order is 5-10 working days (Monday to Friday). Delivery details can be found in your confirmation email.

 

WHAT CONDITION MUST THE PRODUCTS BE IN TO BE RETURNED?

All products must be returned in the same condition in which they were received (in the original packaging and unused).