Start with your order

For almost every order problem, having the right information ready makes it easier to investigate. Before contacting us, locate your order confirmation and prepare the following:

• Your MALPELI order number.
• The email address used at checkout.
• The full name on the order.
• A clear description of what has gone wrong.
• Photos or video where the issue involves a damaged, incorrect or defective item.
• Any tracking information you have already received.

Order problems

I have not received an order confirmation

Check your spam, junk and promotions folders first. Confirm that the email address used at checkout was entered correctly. If payment appears to have been taken but you still cannot find a confirmation, contact us with your name, checkout email and approximate order time.

I entered the wrong delivery address

Contact us as soon as possible. If your order has not yet entered fulfilment, we may be able to help. Once an order has been dispatched, address changes may no longer be possible.

I want to change or cancel my order

Send the request immediately through our Contact page and include your order number. We will check the order status. A change or cancellation cannot be guaranteed once processing or fulfilment has started.

My tracking has not moved

Carrier tracking can sometimes take time to update after a parcel enters the network. Check the latest tracking event and delivery estimate. If the parcel appears stuck beyond the carrier's expected window, contact us with your order number and tracking details.

Tracking says delivered, but I cannot find the parcel

• Check any safe place, porch, reception area, mail room or delivery box.
• Ask other members of the household or building.
• Check whether a neighbour accepted the parcel.
• Review any delivery photo or carrier note.
• If it is still missing, contact us with the tracking number and delivery details.

An item is missing, damaged or incorrect

Contact us promptly. Include your order number, the affected item name, and clear photographs of the item, packaging and shipping label where relevant. Keep the packaging until the issue has been reviewed.

Returns, refunds & exchanges

For eligibility, return conditions, exclusions and refund processing information, always refer to the current MALPELI Refund Policy.

Before sending anything back

• Check that the item meets the return conditions in the current policy.
• Keep proof of postage or carrier receipt when returning an item.
• Do not send a return to an address found online unless it has been confirmed through MALPELI's official instructions.
• For damaged, faulty or incorrect items, contact us before returning where possible so the issue can be documented.

Refund timing can vary depending on the payment provider after a refund has been processed.

Delivery & tracking

Shipping services, destinations, delivery estimates and related terms can change. Use the Shipping Policy as the current reference point for delivery information.

International orders

International deliveries may pass through customs or local carrier networks. Where duties, taxes or import charges apply, check the checkout information and the rules for the destination country.

Payments & checkout

Payment failed or was declined

Confirm your billing details, card details and available funds, then retry once. Your bank or payment provider may also block a transaction for security reasons.

I see a pending charge

A failed or interrupted checkout can sometimes leave a temporary authorisation showing as pending. Your bank or payment provider controls when pending authorisations are released. If you also received a MALPELI order confirmation, use that order number when contacting us.

I was charged more than expected

Review your order confirmation for item prices, shipping, discounts, taxes and any currency conversion applied by your payment provider. If the total still appears incorrect, contact us and include the order number and a screenshot that does not expose sensitive payment information.

Product, sizing & care help

Check the product page before purchase for available size, colour, material and care information. Product appearance can vary slightly depending on lighting, screen settings and production batches.

Not sure which size to choose?

Compare the product information with a similar item you already own. If measurements are not listed or you need help before ordering, contact us with the exact product name and the size you are considering.

How should I care for my item?

Follow the care label attached to the product. Where product-specific care instructions are provided on the product page, use those instructions as well.

Account & website help

I cannot sign in

Check that you are using the same email address associated with your account or order. If the site requests a verification link or code, check spam and junk folders as well.

The website is not working properly

1. Refresh the page and retry the action once.
2. Close and reopen your browser or MALPELI web page.
3. Try another browser or mobile data/Wi-Fi connection.
4. Take a screenshot of the error and note what you were trying to do.
5. Contact us with your device, browser and the page where the problem occurred.

Privacy, security & suspicious messages

Be cautious with messages claiming to be MALPELI that ask for passwords, card details, one-time codes or urgent off-site payment. Do not disclose sensitive information through social messages or unverified links.

If you believe a message, account or website is impersonating MALPELI, capture a screenshot and send the details through our official Contact page.

How to contact Customer Care

Use the MALPELI Contact page for order and product support. To help us investigate efficiently, send one clear message containing all relevant details rather than multiple separate messages about the same issue.

Please do not include full payment card details, passwords or one-time security codes.

Fast answers

Still need help?

If your problem is not covered above, send us the order number, the exact product or service involved, what happened, and what outcome you are requesting. The more complete the first message is, the easier it is for Customer Care to investigate.