exceptional shipping arrangements during the covid-19 crisis.
Shipping + Returns
updated: February 2021
Are there any changes due to Brexit?
We will endeavour to ensure our customers’ online shopping experience remains unaffected and customers can continue to place orders as normal. We anticipate that there may be some delays to orders being received in EU countries during this transition period. If your order is delayed for any reason, we remain available to you at firstname.lastname@example.org with any questions or order queries.
MALIN+GOETZ can continue to deliver to addresses in the below countries. We deliver your order with DPD European Road services, but we reserve the right to use alternative postal/courier services without notice. Order charges, free shipping thresholds and delivery lead times are detailed in the table below:
Orders for UK addresses should be placed through malinandgoetz.co.uk
Orders for the US should be placed through malinandgoetz.com
Do you still ship to all EU countries?
Unfortunately, the following EU countries have been impacted by regulation changes between the UK and EU:
We are currently working with our carriers to find the best delivery solution to resume service with these countries. In the interim, we recommend visiting our store locator to find a local stockist: eu.malinandgoetz.com/storelocator
Will tax be deducted?
The price presented at checkout is the price you will pay. All prices include VAT where applicable.
Do I have to pay custom charges or import duties?
We cover all EU custom charges and import duties arising from our carriers. The price presented at checkout is the price you will pay. If any additional charges are incurred, please contact us at email@example.com
Can I return items?
Our EU online returns policy remains unaffected by the change in regulations between the UK & EU. If you should have any questions or order queries, we remain available to you at firstname.lastname@example.org
How can I get hold of your products?
MALIN+GOETZ products are available on the https://eu.malinandgoetz.com/ website.
Is home delivery still possible?
Home delivery is still in operational for online orders. Our warehouse partner is operating in line with Government protocols and the health safety rules issued by WHO.
What are the temporary delivery times and process?
In light of the reduced workforces and social distancing, we ask for you to expect longer delivery than what we would normally like to offer to our customers. Our orders are shipping via DPD as usual but could take additional time to arrive.
Enquiries pertaining to delivery lead times or parcel tracking can be directed to email@example.com
What hygiene measures are implemented during the delivery process?
Our warehouse providers comply with the WHO guidelines to ensure the protection of our employees and customers. The government guidelines have been put in place and are operating in a very controlled manner.
How can I check the status of my order?
Once we receive your order, MALIN+GOETZ will email your order number to you. Please quote this order number in all correspondence. You can contact our customer service team at firstname.lastname@example.org with regard to your query.
How can I track my order?
You will receive an automated email from MALIN+GOETZ once your order has been dispatched containing your DPD tracking number.
online returns policy.
We want you to be happy with your purchase from us. If for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our Terms and Conditions for Online Sales which you can access by clicking here.
If you wish to cancel your order please review Section 11 of the terms and conditions.
We offer a 28 day refund policy. Please follow the 4 steps outlined below to return your items purchased online to MALIN+GOETZ Limited via post. Currently, it is not possible to return items purchased online to any of our stores. If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
Please complete the Returns Form which is included in your order packaging (or can be accessed by clicking here), and enclose this Form with the goods to be returned.
If you have any questions relating to the Returns Form, please contact our Customer Services Team on 0044 203 585 1922 (Monday – Friday 10:30am – 7pm) or at email@example.com.
Post the goods to be returned within 28 days of your original order date, with the Returns Form enclosed to C/O Malin+Goetz LTD, ILG, Unit 2C & D Gatwick Gate Industrial Estate, Charlwood Rd, Lowfield Heath, RH11 0TG GB.
All items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure that you obtain a proof of postage when you do so as we do not accept responsibility for items which are lost in transit. Customers should have regard to any labelling and packaging guidelines produced by the postal service or courier used.
All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you via telephone or e-mail that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised; or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
Once we have processed your returns, our Customer Services team will contact you by telephone or e-mail. Your payment for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) will be refunded by MALIN+GOETZ as soon as possible by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 28 working days of delivery to you or your notifying us of cancellation/returning). Please note that it can take 3 – 5 working days after we have processed a refund payment for it to appear on your credit card statement.
For further information please contact firstname.lastname@example.org.
The above cancellation and refund rights are in addition to your statutory rights (under the Consumer Rights Act 2015) to return goods which are damaged or faulty, or not what you originally ordered. Further details of these rights are set out in our terms and conditions for online sales.
Thank you to all our customers in working with us during this difficult time. We ask you to stay safe, and shop all your essentials (+more) at our online store. We are on hand to answer any questions, and as always are dedicated in ensuring our best customer service as possible.