MALÜ

FAQ's

How can we help you?

Orders

To order you just need to add the products you want to the cart. Once you selected all the products you should procede to the payment so we can producing your order.

We start producing your order when the payment is made. All the articles are handmade so all the orders take up to 5 working days till is sent through the mail.

After these 5 days the delivery deadlines are:

Continental Portugal – 1 working day
Madeira and Açores – 2 working days
Europe – 3 working days
Rest of the world – 5 working days

Orders to Portugal over 15€ are free.
If this value is lower it has the cost of 3,45€.

The shipping prices for other locations are the following:

Europe – 7,5€
International – 10€

No. After the order is completed and the payment method chosen you can’t cancel the order.

Yes. You’ll need to return your product (the buyer in in charge of the shipping costs), then we send a coupon with the value of your article that you can use in a new purchase.  AtTENTION: to this coupon will be WITHDRAWN THE VALUE OF THE NEW SHIPPING COSTS (3.45€) ONLY IF IT’S FOR PORTUGAL!

Products that have a name or number, or have custom measures, can’t be traded or returned.
Because of that we ask you to double check the measures before you proceed to order.

Products

All the product pages have the size guide in it, you can also check the size guide here.

It is very important that you remember all of Malü accessories are individually handmade to order – this means size, colour and shape may vary slightly. We do our best to keep it as close to our measurements as possible, but this is not guaranteed. 

PRODUCTS CAN BE WASHED BY HAND OR WITH THE MACHINE BUT TEMPERATURES SHOULD NOT BE ABOVE 30º DEGREES. AFTER WASHED, THE METAL PARTS SHOULD BE DRIED WITH A CLOTH AND THEN LEFT TO AIR DRY.

Twice a year we pretend to hold a model contest looking for pets and owners that identify themselves with the Malü brand. We will communicate them on our social media accounts, Facebook and Instagram, so follow us @malupetwear.

Some members of the Malü family share their codes on Instagram so their followers can use it.

Malü also offers a 10% discount to everyone that return dog accessories, leashes, collars and chest harnesses, in good conditions. See more in the PNAD section.

The coupons have a 12 month validity and once their expire you can’t revalidate them.

A coupon is a code that allows you to have some king of benefit in your order. To use it you should “??Finalizar a compra???” And before you fill all the info you should click on “???CLiqeu aqui….???”. In case of doubts contact us.

It’s important that you remind that the coupons have a validity and are usually one-time coupons.

PNAD - Non-waste Policy

With this policy, the items (collars, chest harnesses, leashes) in good conditions that are sent to us will be reused and will entitle you discount codes to use in purchases.

It will also allow that Malü collars and chest harnesses, once they stop serving your animal and returned to us can be bought in a larger size and with the same pattern for half the price.

We give a 50% discount code to everyone that just want a larger size of their Malü chest harnesses and collars, valid for 6 months and can only be used once.

To deliveries of other brand products in good conditions we’ll give you a 10% discount code with a 12 month validity and available for one purchase. In this case for each returned product equals a non comulative 10% discount code per product.

The requests should be made within 9 months after the purchase and can only be swapped once. After this, they can be returned but you’ll only receive the 10% discount per item.

At first you should mail us at [email protected] so we can start the process.

The clients must live in Portugal so they can take advantage of this proposal.

No, all the items sent must be in good conditions, in case of tears, cuts or damage they will not be valid. The normal wear is acceptable and expected.

You should return your articles to the following address:

Malü PetWear

Rua do forno, nº 11, Abrunheira

2710-043 Sintra

We ask you to send an email before you return your items to [email protected]

The clients are in charge of the shipping fees.

In case the articles are from other brands you’ll only receive the 10% discount coupon.

If they are Malü articles and they are getting swapped in a larger size (article with the same pattern) we will send the items free shipping.

If this happens the client can choose another pattern but it must be the same kind of article.

The discount code is sent by email after we receive the returned products.

As the products can’t be resold and with the aim of giving them a second life they will be donated to an animal care institution. With this policy we want to reduce waste and make other animals happy. Because of this the products must be in good conditions.

Payments

You can pay using MBWAY, PayPal, credit card and multibanco.

The refund is made using a single-use coupon available to be used in our shop.

In case of a mistake on our part you can choose between the payment method used in your purchase and a coupon.

You can check the Terms & Conditions here.

If we couldn’t answer your questions feel free to email us at [email protected] and we will answer you as soon as possible.

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