MALÜ

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FAQ'S

HOW CAN WE HELP YOU?

ORDERS

To order, simply add the products you want to purchase to the shopping bag. When you have selected all the items, you must make the payment so that we can begin preparing your order.

Orders begin to be prepared as soon as the payment is confirmed. Since all items are produced after ordering, there is a maximum period of 5 business days to ship the order.

After these 5 working days, delivery times are as follows:

      • Continental Portugal – 2 business days
      • Madeira and Azores – 3 working days
      • Europe – 5 business days
      • Rest of the World – 7 business days

For orders over €25, shipping is free.
If it does not exceed this value, the price is €4.20

For other locations, shipping costs are as follows:

      • Europe – 8,90€
      • International – 12.05
      • USA - 14,30€

No. Once the order is finalized and the payment method chosen, it is not possible to cancel.

Yes, you will have to return the item to us (return costs are the responsibility of the buyer). You will then be reimbursed through a coupon that you can then use on your new purchase. ATTENTION: THE VALUE OF NEW SHIPPING COSTS (€4.20) WILL BE WITHDRAWN FROM THIS COUPON!

Christmas accessories, from December 24th, can only be exchanged for other accessories with Christmas patterns.

Products that have a name or number, or that have been specially measured, cannot be exchanged or returned.
We therefore ask that you check the measurements before placing your order.

PRODUCTS​

All products have sizes on the page. You can also consult the size guide Here.

Please note that all products are made by hand, so there may be small variations in sizes.

PRODUCTS CAN BE WASHED BY HAND OR MACHINE AT TEMPERATURES UP TO 30 DEGREES. AFTER WASHING, THE METALLIC PARTS MUST BE DRY WITH A CLOTH AND THEN THEN THEY MUST BE LEFT TO AIR DRY.

Malü offers a 10% coupon discount to customers who return items in good condition such as collars, leashes and harnesses – more information in the PNAD section.

Coupons are valid for a maximum of 12 months and if they are not used, they cannot be revalidated.

The coupon is a code that allows you to have some type of advantage when purchasing. To use it you must “Complete the purchase” and before filling in the data you must click where it says “CLICK HERE AND INDICATE YOUR DISCOUNT COUPON CODE”. In case of difficulty, do not hesitate to contact us.

It is important to bear in mind that coupons have an expiration date and are generally for single use.

PNAD - Non-waste Policy

With this policy, items (collars, harnesses, leashes) in good condition that are returned will be donated to an institution to be reused and will entitle you to discount coupons to be used when shopping.

It also allows collars and harnesses from the Malü brand, when they no longer fit your pet, to be purchased in the size above with the same pattern, with a 50% discount on the item, with the return of the previous one!

For Malü brand harnesses or collars who just want to increase their size, the discount is 50% on the product, generated through a coupon valid for 6 months and only usable once and can only be used on the same product, of the same standard.

For deliveries of products from other brands in good condition, a 10% discount coupon will be given on the purchase, valid for 12 months and only usable once. In this case, each returned item entitles you to a 10% discount coupon per purchase, which cannot be combined.

Orders must be placed within a maximum of 9 months after purchase and can only be replaced once. After this time, they can be returned, but the conditions will apply as if they were not from the brand, that is, 10% per item returned.

Firstly, we ask that you contact us directly via email [email protected] so we can start the process. 

Customers must be residents of Portugal to benefit from this policy. 

No, all items shipped must be in usable condition. If there are tears, cuts or damage, they will not be replaced. Normal wear and tear is acceptable and expected!

YOU MUST RETURN ITEMS TO THE FOLLOWING ADDRESS:

MALÜ PETWEAR

Rua do Forno nº 11, Abrunheira

2710-043 Sintra

WE PLEASE BEFORE YOU SEND US NOTICE THROUGH THE E-MAIL [email protected].

Shipping costs for used items are the responsibility of the customer. 

If the items are not from the brand, the return will only be the 10% discount coupon. 

If the item is from the Malü brand and must be replaced with an identical one (with the same pattern), but in the larger size, we will send the item without additional shipping. 

If this happens, the customer can choose a different pattern from the same collection but the item must be the same.

The discount coupon is sent by email after confirming receipt of the items sent.

Since our goal is to help those who need it most, returned items will be donated to animal aid institutions that can give them a second life and make other animals happy. This is the reason why items must be in good condition.

Payments

You can pay via MBWAY, Paypal, Credit Card, Multibanco reference, Apple Pay, Google Pay and bank transfer.

Reimbursement is always made through a single-purchase coupon valid for use on the website. With the exception of any mistake on Malü's part, we give the customer the possibility of choosing between the return using the payment method used or using the coupon. 

You can consult the terms and conditions Here.

We were unable to answer your questions? We are always available to help, send us an email at [email protected] and we will respond as soon as possible!

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