Shipping, Return and Exchange Policy Crafted with Love

At MALVA FLOREA, we cherish every order and aim to create a memorable experience for you. That’s why we’ve compiled all the essential details about shipping, returns, and exchanges — shared with transparency and care to inspire your journey with us.

Order Processing

We conduct a thorough inspection of each item before shipping, ensuring that every piece reflects our commitment to quality excellence.

• Orders placed from Monday to Friday before 3:00 PM (GMT +3) are processed on the same day, allowing you to enjoy your selections sooner.

• Orders placed after 3:00 PM (GMT +3) will be processed the next business day, as we believe in timely service.

• Orders placed after 3:00 PM (GMT +3) on Fridays or during the weekend will be processed on Monday, paving the way for a fresh start to your week.

Please note that processing time does not include shipping time, which varies based on your chosen courier service and destination country. Most orders are prepared for shipment within two business days, as we value your trust and prompt delivery. If there are any delays, we will communicate with you through email in advance.

For made-to-order items, we ask you to allow up to 10 business days—because every detail deserves careful attention.

During holiday seasons, processing may take a little longer, but rest assured we remain dedicated to expediting the process and delivering joy to your doorstep.

Order Cancellation Policy

We understand that life can be unpredictable, and sometimes, you may need to make changes. You have the opportunity to cancel your order within 24 hours of placing it, as long as it hasn’t yet been handed over to the logistics service. In this case, we will process a refund to the same account used for payment, minus any applicable bank fees.

Please keep in mind:

• Cancellations are available only for standard orders; made-to-order items embark on their journey once production begins and cannot be canceled.

• If your order is already with the logistics provider, cancellation is no longer an option. But don’t worry — you can still explore a return following our return policy. 

• For international payments, please be aware that additional fees may apply and these are non-refundable.

Shipping Information

We are excited to offer international shipping to most countries, excluding Russia and Belarus. 

Estimated Delivery Time: 7 to 12 business days (depending on your destination and courier service).

Shipping Costs:International shipping begins at €49.

Important Notes:

• For remote areas, shipping rates may be adjusted, and we will inform you of any changes beforehand.

• Deliveries to certain countries may involve additional customs procedures, which can inspire patience as they may affect delivery times.

• Once your order is shipped, you will receive a tracking number from the selected courier, allowing you to follow your parcel's journey.

• Delivery times are estimated from the moment your order is shipped. While we strive for efficiency, customs clearance or payment processing delays may provide a moment of reflection on the journey of your order.

If a delay exceeds the expected delivery period, please reach out to us. We are here to help clarify the delivery status and, if possible, expedite the process, ensuring your experience is as smooth as possible.

Taxes, Duties, and Customs

International orders may be subject to customs duties, taxes, or other import charges, depending on your country’s regulations. Please note that these costs are not included in the item or shipping price and must be paid by the customer.

When you place an order with MALVA FLOREA, you are considered the "official importer" and are responsible for complying with all local laws and regulations of the destination country. All applicable taxes and import fees must be paid by the recipient at the time of delivery, in accordance with local customs requirements.

To avoid unexpected costs, we strongly recommend contacting your local customs office for details in advance. MALVA FLOREA does not control these charges and cannot predict their amount.

If a package is returned due to refusal to pay customs duties, you will be responsible for any incurred duties, taxes, and/or return shipping costs. These amounts will be deducted from your refund.

Important Shipping Information

All orders are processed and shipped directly from our warehouse, where each parcel is carefully packed to ensure your items arrive safely and soundly.

While we strive for timely delivery, international shipments may experience delays due to circumstances beyond our control, including:

• Customs clearance

• Weather conditions

• Holidays

• Logistical disruptions

• Force majeure events (such as strikes or regulatory changes)

Please take a moment to double-check your shipping address when placing your order.

Note: 

If an incorrect address is entered, making corrections after the order is placed may be limited. Shipping costs are non-refundable if the parcel is not received due to incorrect address information.

For any questions about delivery or your order status, our support team is here to assist you — we’re eager to help you on your journey!

Returns and Exchanges

We believe every item should bring you joy. If your purchase isn’t right for you, you have the opportunity to initiate a return or exchange within 14 calendar days of receiving it (the receipt date is determined by the courier’s delivery confirmation).

Returns are accepted if the item:

• Has not been used, washed, damaged, or shows traces of makeup  

• Includes all original paper tags and packaging  

• Is complete (if the item comes with accessories or additional components)  

Please note:

• Custom-made items, bodysuits, and accessories are non-returnable.  

• Discounted or promotional items may have different return conditions—please confirm these before placing your order.  

Before returning an item, reach out to us at customercare@malvaflorea.com. We’ll guide you through the process, so be sure to include the reason for the return, item photos, and your order number. Returns without prior authorization cannot be accepted.  

Financial Details of Returns:

• Any additional costs from unauthorized returns will be deducted from your refund.  

• Shipping and handling fees, gift packaging, and paid taxes/duties are non-refundable.  

• Return shipping costs are the customer’s responsibility in all circumstances, except for manufacturing defects or special promotions that include free returns.  

• If the return is due to a defect or damage, shipping costs will be covered by MALVA FLOREA.  

MALVA FLOREA reserves the right to decline returns that don’t meet the outlined requirements.

Refund Policy

Once we receive the returned item and verify its condition, we will diligently process your refund within 10 to 14 business days. A confirmation email will arrive, marking the completion of this process.

Please keep in mind:

• Refunds will be credited only to the original payment account.

• While MALVA FLOREA strives for efficiency, we cannot control the speed at which your financial institution processes the refund.

• Transaction fees related to the refund are the customer’s responsibility.

• If you do not receive a confirmation of your refund within the specified time frame, our support team is here to assist you.

If Your Item is Damaged or Incorrect

We truly appreciate your understanding when things don't go as planned. If you receive a damaged or incorrect item, please reach out to us within 24 hours of delivery.

To embark on the resolution journey, kindly send us an email at customercare@malvaflorea.com:

• A photo of the item and issue

• A brief description of the issue

• Your order number

Together, we will find a solution that works.

Possible Options:

• Damaged items have the potential to be repaired or replaced (subject to availability).

• If repair or replacement isn't feasible, you are eligible for a full refund, including shipping costs, when the defect is confirmed as manufacturing-related.

Remember, the damaged or incorrect item must be returned to us to facilitate your refund.

Transparency and Customer Respect

We are dedicated to offering you a reliable and enjoyable experience, guided by honesty and transparency in all we do.

To maintain the quality and relevance of our services, we may:

• Update our shipping and return policies to align with logistics and international standards, ensuring that existing orders are upheld under the terms at the time of purchase.

• Carefully review return requests to foster fairness and adherence to our criteria.

• Adjust product pricing on our website based on market conditions, all while ensuring you have a high-quality shopping experience.

Our commitment is to keep you informed about important updates and to support you with any questions that arise. 

Your comfort and trust are our highest priorities 

Contacts

Individual entrepreneur Malva Verbytska
Address: 13, Symonenko V. Str., Lviv, Ukraine, apartment 87