Frequently asked questions. If you don’t find your answer, please feel free to contact us at email@example.com
or +468-6604835 and we will do our best to help you!
1. Where is my order?
Once you have placed your order you will receive an order confirmation by e-mail. When the order is handled by us you will receive a shipment confirmation, containing valid information. Once your order has left us, you will receive an email containing a waybill number to track its progress online.
2. How can I exchange or return an item purchased online?
If you wish to exchange or return a product(s), please fill out the return form that’s enclosed in the package. Send this back to us together with the product(s).
For returns within Sweden, please use the pre-printed and pre-paid return waybill and drop it of at the same pickup point as you collected the package.
For returns within Europe, please contact firstname.lastname@example.org
to receive a waybill for return. The return cost will be deducted on your credit.
For international returns, please see our warehouse address below. Please make sure the package is sent directly to our address and not to a service point. All shipping costs must be pre-payed by the customer.
All returns must have a valid tracking number for us to accept it. We cannot accept the return if it’s sent to a service point. All exchanges and returns must be made within 14 days after you received your order. This applies on all returns worldwide.
3. When can I expect the money back when returning a product?
By Malina shall, if under the jurisdiction of our return policy, refund you what you have paid for the product as soon as possible, but latest within 30 days of the product being returned. During sale, the return fee is 49 SEK (within Sweden).
Note that all items must be returned in original condition, i.e. that they are not used, all original labels and tags remain on the products as when you received them. Please note that any perfume, make-up or deodorant stains on the product means that we cannot accept a return or an exchange, so please be careful when you try the items.
4. Can I cancel or change my order?
It is possible to cancel your order by e-mail before the order is proceeded. You can change your order IF it corresponds with the value of the original order. If the order is already confirmed and shipped, you cannot cancel or change it. In that case, you can return your garments once you have received your order. For more information, consult the Exchanges and returns section.
5. What are the delivery options?
The delivery dates and charges depend on the type of delivery. You can choose between home delivery, collection from our Stockholm store or delivery to a service point location.
6. I cannot find my size or the color I like. What should I do?
Please locate it in your nearest store. Click here to find our Store Locator
7. I have received a customs fee. What should I do?
When ordering from a non-EU country the tax is deducted from the total order value. An additional cost will be issued the customer when it has arrived at the destination. When you buy a product from us from a non-EU country you effectively become an importer and become liable to Customs and Excise Duty as well as VAT payments, DDU (Delivery Duty Unpaid). Product prices are exclusive of all taxes and duties in these cases. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. As we are unable to advise the amount this may be, we advise you to contact your local customs office.
8. I want to make a return or exchange from a non-EU country, what should I do with the customs fee?
The customs fee that is issued you as the importer of the product is refundable or obliterated when you return the product to us. Please contact your local DHL office for assistance.
BY MALINA BRIDAL
1. How do I make an appointment at your Stockholm showroom?
All appointments are to be booked through our online booking system and confirmed via e-mail in advance. Please select a suitable date and time and complete the form. Make sure to check your e-mail for a confirmation of your placed booking. Appointments without confirmation is not valid.
2. Can I bring someone with me to the fitting?
Please note that our showroom is quite small, so we kindly ask you not to bring more than 3 people to your appointment.
3. Are all styles available at your showroom?
All styles are, with rare exceptions, available to try on in our showroom, however they may vary in size.
4. Do you carry all styles in all sizes in your showroom?
Usually we keep each gown in one or two sizes, with variations from XS-XL. Most of the gowns in the showroom are in size S-L.
5. What is your delivery period?
The delivery time when ordering through our showroom is approximately 4 months from placed order. If ordering online, the delivery time is 6-8 weeks for all preorder gowns. If a gown is in stock online, we will send it within 2-4 days.
6. What is the difference between ordering trough the showroom and ordering online?
When placing an order through our showroom, you’re able to customize your gown choosing lace, train- and sleeve length (on selected styles). When ordering online you can select from the styles shown.
7. What materials do you use?
For our bridal gowns we use silk, chiffon and fine lace. All gowns are carefully handmade to every detail upon request.
8. Do you take measurements when placing an order?
If a made-to-order gown purchase is made, we will order the closest numeric dress size to be made. We do not offer custom gown consultations.
9. Do you make alterations on my purchased gown?
We do not make any alterations; however, we do have a close cooperation with a few tailors in Stockholm that we happily recommend for further adjustments. Please ask us for further information.
10. When do I have to place my order to have it in time for my wedding?
We recommend placing your order at least five months before the wedding if ordering through our showroom.
Psst. Running out of time? Send us your inquiry to email@example.com
and we will try our best to help you out.
11. I want to place an order trough your showroom – How do I proceed?
Please send us an e-mail to firstname.lastname@example.org
containing all the necessary information we need to place your order and we will get back to you with all the details.
12. Is it possible to visit your showroom one more time to try on my favorites?
Already had your first Bridal appointment? Book your second fitting through our online booking system for a 30-minute session to narrow down your favorites. This is also a good time to discuss your closest numeric size and place your order.
If you have any further questions please let us know by sending us an e-mail to email@example.com
and we will get back to you as soon as possible.
Book your appointment below: