To take the best possible care of your Malo garment, always follow the care instructions on the label. You will also find specific information on care and maintenance on the product page of our website.
For any further information or assistance, our Customer Service is at your disposal.
Malo Forever is our knitwear repair and restoration service. Artisanal washing, carried out with the utmost care by our specialists, together with hand repairs, can give the pieces we love most a longer life.
To access the service, simply visit your nearest Malo Boutique or send your pieces to Malo in Florence by completing the form on the following page.
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.
ORDERS & PAYMENTS
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 We will need your order number and the following details: first name, last name, billing address, VAT number, and recipient code.
Send an email to customercare@malo.com with your order number and the correct address.
If your order has already been processed, use the tracking link you received by email to check whether you can change the delivery address directly.
SHIPPING & DELIVERY
We ship worldwide.
Once your order leaves our warehouse, you will receive an email with a tracking number for your shipment, allowing you to follow its status.
The carrier may take one to two days to update your order status. If your tracking number is not working, please email customercare@malo.com.
Send an email to customercare@malo.com with your order number and the correct address.
If your order has already been processed, use the tracking link you received by email to check whether you can change the delivery address directly.
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)
If the order is not collected within 20 days from delivery to the boutique, it will be returned and a refund will be issued.
Exchanges & Returns
To request a return or exchange, the product must be in the same condition as when it was shipped and have all original tags attached.
To manage your return or exchange request, access the following link and follow the guided procedure.
You will be asked to provide your order number, the item code and the reason for the return or exchange. This information will help us process your request as efficiently as possible.
Within 7 days, you will receive confirmation that your request has been accepted. In the case of a return, we will initiate the refund process. For exchanges, we will proceed with shipping the new item.
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 15 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.
Returns are free of charge for Malo House members.
For customers who are not members of the programme, the return shipping cost will be deducted from the refund amount.
CUSTOMER SERVICE
Malo Customer Service is available Monday to Friday, from 9:00 am to 6:00 pm. You can contact us by:
