Contact & FAQ
We are happy to offer you fast support. Answers to our most frequently asked questions can be found below. If your question is not listed or you would like advice, please feel free to contact us by phone. We will respond to your message/email within 3 working days.
Ordering and payment
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If your order amount is above €100, you are guaranteed a free Malelions gift.
The more you spend, the bigger your gift.
You can choose your gift in your shopping cart overview, where it will say choose a gift. -
In some cases your order may have been cancelled. Here are a few possible causes:
- We received an incorrect or incomplete shipping address, which prevented us from processing your order.
- Your payment was not completed successfully. When paying afterwards, please note that you must first verify yourself with your Klarna/Riverty account.
- Unfortunately, the item you wanted to order was no longer in stock.
If you have any questions about your canceled order, please contact our customer service.
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It is not possible to stack discounts. You can only use one discount code per order. NB! Entering the discount code is space and case sensitive.
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You will normally receive the following emails regarding your order:
- A confirmation of your order by email to indicate that we have received your order.
- An email to confirm that your order has been shipped, including track & trace.
In the event of a return, the following emails will be sent to you:
- A confirmation email as soon as we have received your return shipment in our warehouse, including the necessary information regarding an exchange or refund.
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Yes, we will send you an email with the invoice after you place your order.
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You can pay a maximum of €50 online with fashioncheque due to the European anti-money laundering directive AMLD5. The remaining amount can be paid via another payment method.
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No, this is not possible. Store credit must be spent in one go.
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You can pay in the Malelions webshop in the following ways:
- iDeal
- Klarna pay within 30 days
- Klarna pay in 3 parts
- Fashioncheque
- Paypal
- Instant Banking
- Credit Card
- Malelions Giftcard
- Bancontact
- Riverty
Delivery
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Your order will be shipped as soon as possible. However, due to the crowds at our carriers, it may take a little longer before your order is delivered.
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Ordered on weekdays (Mon-Fri) before 21:00 = shipped the same working day. If you order on Friday after 21:00 your order will be shipped on Monday. If you have chosen same day delivery ordered before 10:00, your order will be delivered the same evening.
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You will receive an email with the track & trace once your order has been shipped.
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Your package may have been delayed by the parcel service.
If you are unable to view the track and trace after 24 hours of receiving it, we recommend that you contact us using the contact form below.Please note: Except for the weekend, we recommend that you wait until Monday and contact us on Tuesday.
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If you placed an order through our online shop and received the wrong item, please send an email to webshop@malelions.com with your order number and photos of the item you received.
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During the holidays it may happen that your package is delivered a little later than you are used to from us. The delivery time is then approximately 1 to 3 working days.
We do our utmost, together with the parcel service, to deliver your order to you as quickly as possible.
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You can then fill in the contact form above, we will then start an investigation for you with the parcel service. Do not forget to mention your order number.
Returns
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You can return your items by clicking on the link below.
Click here to return -
You choose an exchange when creating your return and indicate which size you would like to receive. We will then send this after your return has arrived and been processed in our warehouse.
Please note! There is a chance that the item will be sold out by the time your return has arrived and been processed.
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When creating your return, you have the option to choose a printless label. If you choose this option, you must write the order number of your order + the tracking of the DHL label on it. Please note! If you do not do this, you will receive your return shipment back.
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If you have a complaint about a purchased item, you can email it to webshop@malelions.com. Please state your ORD order number in the subject and describe your complaint in the email and add photos of the complaint as an attachment to the email. We will then look into this and answer your email with a suitable solution.
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Processing your return may take up to 14 working days after receipt in our warehouse. As soon as your return has been processed, you will receive an automatic email with a confirmation from our customer service. If you have not received confirmation after 14 working days, we recommend that you contact our customer service by email: webshop@malelions.com
Did you pay with iDeal? The refund will then be credited to your account under the name Mollie payments.
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Yes, this is definitely possible!
You then need to register a return for an order. You will then see all orders that have been placed with the same details and that are still within the return period. This way you can register the items of each order that you want to return.
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The items you wish to return must be unworn (trying them on is of course allowed) and all original tags must still be attached to the item. The item may not have any signs of wear or other stains.
Underwear can only be returned for hygiene reasons if the packaging is unopened. Bikinis can only be returned if the hygiene strip is still intact.
Please note: If an item does not meet our return conditions, we unfortunately cannot accept it for return. Our returns department carefully checks each returned item based on various criteria. If a return does not meet the conditions, we cannot process it and cannot issue a refund.
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Yes, only if you choose a refund/store credit, in case of an exchange the return costs are free.
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If you no longer meet the minimum amount to receive this gift, you must also return the gift. If you do not return this, we will charge the costs of this.
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No, items cannot be reserved for an exchange.
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You have 30 days to send your return back to us, the 30 days start on the day you received the package. So you must have returned your return within 30 days after delivery.
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No, that is not possible, you can only request an exchange once in our return portal. If that article is still not good, you must reorder it yourself in the right size and the return costs are for your own account.
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Yes, then the return costs are for your own account. Only with an exchange via our return system are the return costs free. If you order multiple sizes to see which one fits well and want to return the rest, this does not fall under exchange.
Collaborate with Malelions
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It's great that you want to collaborate with us. For this you can contact socials@malelions.com .