Shipping policy
Shipping and Delivery Policy
Order processing
Orders are processed Monday to Friday, excluding French public holidays.
Orders placed after 12:00 noon Paris time (CET/CEST) will normally be processed on the next business day. Processing and dispatch times may be extended during busy periods, security checks or product launches.
Before dispatching an order, we may need to verify certain information with you or your payment provider. Orders with different billing and delivery addresses may require additional verification.
Once an order has entered processing, we cannot guarantee that its contents or delivery address can be changed. Please contact us as soon as possible at info@maliluha.com . This does not affect your statutory consumer rights.
Pre-orders
The estimated dispatch date for each pre-order product is displayed on the relevant product page.
If an order contains both available and pre-order products, the entire order will be dispatched together when all products are available, based on the latest estimated pre-order dispatch date.
Delivery addresses
We do not deliver to P.O. boxes. A P.O. box may be used as a billing address, but a complete physical address must be provided for delivery.
Customers are responsible for providing an accurate and complete delivery address. Where a parcel is returned because of an incorrect or incomplete address, refusal of delivery or failure to collect it, we may deduct the reasonable and actual return or re-delivery costs, where permitted by law.
Tracking
You will receive a tracking number by email once your order has been dispatched.
Tracking information is provided by the carrier and may take some time to update. If your parcel is delayed, lost, damaged or marked as delivered but has not been received, please contact Maliluha at info@maliluha.com . We will investigate the matter with the carrier.
Maliluha remains responsible for the order until it is delivered to you or to a third party designated by you, except where you independently appoint a carrier that was not offered by Maliluha.
Delivery in France
Orders in metropolitan France are delivered by Colissimo. Estimated delivery is normally 2–3 business days after dispatch. Delivery times are estimates and may be affected by carrier delays, public holidays, weather, customs procedures or other circumstances outside our reasonable control.
If a legally applicable delivery deadline is not met, customers retain all rights and remedies provided by applicable consumer law.
International delivery
Available destinations, shipping charges and estimated delivery times are shown at checkout.
For deliveries outside the European Union, the checkout page will specify whether the order is shipped:
- DDP — Delivery Duty Paid: applicable import duties and taxes are included and paid by Maliluha; or
- DAP — Delivered at Place: import duties, taxes and customs or carrier clearance fees are payable by the recipient.
Customers must not be charged undisclosed shipping or processing fees by Maliluha. Charges resulting from an incorrect address, refused delivery or another action attributable to the recipient may remain the recipient’s responsibility where permitted by law.
Returns, cancellations and defective products
Returns, withdrawals and refunds are governed by our separate Return Policy.
Nothing in this Shipping Policy excludes or restricts mandatory consumer rights, including rights concerning withdrawal, late or failed delivery, damaged parcels, or faulty and non-conforming products.
I recommend removing the entire existing “ORDERS” section from the shipping page and placing only relevant provisions in your Return Policy and CGV. Most importantly, delete “No Refunds” and the clauses requiring the customer to resolve lost-delivery claims directly with the carrier.
