FAQ

HOW LONG FOR MY UK ONLINE ORDER TO ARRIVE?

We quote 3-5 working days from the date of order to delivery.   

Once your order has been placed you will receive the order confirmation. When the parcel is ready to be shipped the tracking number will be sent to you and will be delivered on a next working day tracked service with DPD.

Orders placed either over the weekend or after midday (Mon-Fri) will be processed on the next following business day.

During sale periods please allow 5-7 working days for your order to be processed and delivered.

Please note shipping is currently £6.50 for orders under £200. Orders over £200 is free.


CAN I AMEND OR CANCEL MY ORDER?

We are very sorry but our warehouse team picks and packs your order very quickly, which means we can’t make any changes once you’ve placed it. This includes changes to:

  • Delivery address
  • Email address
  • Change of size
  • Change of colour
  • Adding discount code
  • Adding an item
  • Removing an item

If you’ve changed your mind, you can either reject this with DPD and it will be returned back to us for a refund or you accept the goods and return the order (or part of it) to us for a refund/exchange. Please note we do not offer free returns for correctly supplied goods.

Once your order is on its way, you can amend your delivery options via the DPD app or on their website using the tracking number provided.

 

HOW LONG FOR MY INTERNATIONAL ONLINE ORDER TO ARRIVE FROM THE UK?

We quote 5-7 working days from the date of order to dispatch. Once your order has been placed you will receive the order confirmation.  When it is ready to be shipped you will receive the tracking number and this will be delivered on a tracked service with DHL/DPD.

Orders placed either over the weekend or after the business day will be processed on the following business day.

It is the customers responsibility to pay any customs or export charges, so please check before placing an order.

During sale periods please allow 5-7 working days for your order to be processed and delivered.

 

WHAT IS YOUR ONLINE RETURNS POLICY FOR UNWORN/UNUSED GOODS?

You have 30 days from the date of delivery to raise a return on our online portal, and dispatch the package back to us. Your returns form is on the back of the Mallet invoice included with your product. After this date your return may be rejected.

 All items must be unworn/unused with all the original packing/tags/accessories intact. 

Please be advised our returns service is not free. Should you wish to use our recommended DPD service, the cost to return your item/s is £7.20.  If you wish to use your own courier please choose ‘MAIL’, however please note that this is done at the customers risk.

Refunds will be processed within 7 working days of the return being received and will be credited to your original method of payment.  

We can't accept returns, nor offer refunds, for Mallet gift cards. This is because our change-of-mind policy doesn't apply to gift cards. This doesn't affect your legal rights.

 

HOW DO I START A RETURN?

Please click the link below and follow the instructions: 

https://360.postco.co/malletlondon

You must have:

  • Your order number – located on your order confirmation email.
  • Your email address - used when placed the order

If you do not know your order number, please contact a member of our customer care team at team@mallet.com and they can assist you further. 

Please select the item(s) you wish to return and ensure you click on the correct option. 

Add two pictures of both shoes (from above and soles).  If clothes, please add an image showing the packaging/ticket.

If using our DPD recommended service, once the payment has been received, your returns label will be emailed to the email address provided. Please check the junk/spam folder or contact our customer care team if no label is received.

You can take your returns to any DPD drop off point unless you wish to choose your own courier.

Upon receipt of your return, we will inspect the item/s in conjunction with our returns policy.  If the goods do not meet our criteria, they will be rejected and returned to you.

Refunds will be made using the same method for the initial transaction at the price paid and can take up to 7 working days to reach your account.

 

WHAT IS YOUR POLICY ON DEFECTIVE ITEMS ON DELIVERY?

If in the unlikely event you receive a damaged or defective product on delivery, please use this link to process a return: https://360.postco.co/malletlondon   Please ensure you provide full images of the damage item and the reason for return. 

Once the return is approved, you will be emailed the free returns label. Should our team require more information we will contact you.

 

WHAT IS YOUR POLICY ON FAULTY GOODS AFTER DELIVERY?

Should your product become faulty after delivery, please contact our customer services team: team@mallet.com with your order number, reason for contact and provide  full images of the item including the fault.   The team will assess the issue and advise accordingly.  If we need more information or images, we will request these from you.

Please note if the item was purchased over 6 months ago we will only be able to offer a gift card.  This is subject to the goods being approved & accepted from our returns team.

 

CAN I RETURN MALLETS ONLINE IF BOUGHT ELSEWHERE?

We are only able to process returns and exchanges for Mallets bought directly from our websites. If you purchased elsewhere and would like to return, please contact the stockist directly. 

This returns policy does not affect your statutory rights.

 

WHAT IS THE BEST WAY TO CLEAN MY MALLETS?

We would never advise washing our Mallet's in a washing machine.

The only advice we ever give if requested on care is to take them to a professional dry cleaner to ensure they use the correct process.

 

WHAT SIZE SHOULD I ORDER?

It is our goal that your Mallets are a perfect fit. When selecting your size refer to the sizing guide on each product page. If you have a question about a particular style, send your measurements to team@mallet.com and we’ll try to help you find the right size. We do offer a returns service should you have issues with the size purchased for your peace of mind. 

For more information please see our size guide...

HOW DO DISCOUNT CODES WORK?

Only one discount code can be used per transaction against full price items, unless otherwise stated. 

If you sign up for our newsletter to stay up to date with new launches and offers, the Welcome code you receive can be used once on your first order over £70 on full price styles. This is not valid in conjunction with other codes. 

If you gain enough points in the Members Club to generate a loyalty code unique to your account, you can redeem one code per transaction. This is not valid in conjunction with other codes. 

 

CAN I SHOP MALLETS IN PERSON?

Yes! We stock many stores across the United Kingdom and Europe. Please use our store locator to find your closest Mallet stockist.

WILL YOU RESTOCK ITEMS THAT ARE CURRENTLY OUT OF STOCK?

Our products made from high-end materials that are sometimes very scarce and we often have limited edition stock. Unfortunately, if a certain material is discontinued those styles cannot be restocked however some items in the store will be restocked. If you would like us to send you these updates, sign up for our newsletter. Keep an eye on our social media too.