FAQs

Malo Forever is our garment repair and maintenance service carried out at our headquarters.

With artisan washing performed with the utmost care by our specialists and hand repairs, your favorite garments can enjoy a longer life.

To use the service, simply visit the nearest Malo Boutique, or send your garments to Malo in Florence by completing the form at https://malocashmere.com/pages/malo-forever.

We use only natural fibers. Our cashmere is certified, ensuring traceability, animal welfare, and low environmental impact.

Purchasing garments made from natural fibers is an investment for you and the environment: the quality of the raw materials makes the pieces recyclable, durable, and precious.

Yes, it is a secure website. All our digital payment methods are tracked and secure.

Your data is processed in accordance with current privacy regulations.

We accept payment via credit card, PayPal, American Express, Shop Pay, Apple Pay, Google Pay, Visa, MasterCard, and Klarna.

You can enter the welcome code in the designated box before proceeding with payment during checkout.

You can indicate that you need an invoice when placing your order by leaving a note in the box at the bottom of your cart page, and then provide your billing address at checkout.

If you have already placed your order and need the invoice, you can send us an email at customercare@malo.com.

No, unfortunately it is not possible to pay by bank transfer or cash on delivery, but we accept many other secure digital payment methods.

Please write to customercare@malo.com as soon as possible to modify or cancel your order.

If the order you changed your mind about has already been processed, a return will be necessary.

The countries we ship to are: Austria, Belgium, Bulgaria, Vatican City, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Monaco, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United States of America, United Arab Emirates.

Once your order leaves our warehouse, you will receive an email with a tracking number associated with your shipment, allowing you to follow its status.

The courier may take one to two days to update your order status. If your tracking code does not work, please send an email to customercare@malo.com.

Please send an email as soon as possible to customercare@malo.com with your order number and the correct address.

If the order has already been processed, unfortunately it is not possible to change the shipping address.

During checkout, select the “Boutique Pick-Up” option and choose the store where your order will be shipped. You will receive an email as soon as it is ready for collection.

To collect your order, you must present:

• a valid ID
• the “Order Ready for Pick-Up” confirmation email (printed or on a mobile device)

If someone else collects the order on your behalf, they must present:

• their valid ID
• the “Order Ready for Pick-Up” confirmation email (printed or on a mobile device)
• an authorization letter
  

If the order is not collected within 20 days from delivery to the boutique, it will be returned and a refund will be issued.

To return an item, the product must be in the same condition as when it was sent and must have its original tags attached.

Please send an email to customercare@malo.com indicating the order number, item code, and reason for the return. This information will help us serve you better.

Within 7 days, you will receive confirmation of the return acceptance, and we will proceed with the refund and the shipment of any replacement item if applicable.

If the returned item meets the return conditions, you will receive a confirmation email as soon as the return reaches us.

It may take up to 7 business days from the moment we receive your return to process your refund.

You can return or exchange your item within 30 days from the date of receipt and change the size or color.

No, returns are at the customer's expense except in case of product replacement. The customer can freely choose the courier to entrust the package to.

Malo Customer Service is available Monday to Friday from 9:00 AM to 6:00 PM.
You can contact us by:

- customercare@malo.com
- +39 342 1281714 (also on WhatsApp)
- via the e-Boutique chat

Yes, we have the following stores in Italy:

Milano – Via della Spiga 30

Roma – Via Belsiana 48

Forte dei Marmi – Via Carducci 51

Porto Rotondo – Via del Molo 22 (Seasonal Store)