Customer Service

Contact

for questions about our website,your webshop order or retail you can contact us by mail:

we will get back to you as soon as possible. Most emails are replied within 2 workdays.

This season we only ship to the netherlands.

Feel free to take a look around in our webshop. If you want to place an order from an other country you can do this by sending an email to info@studiomalou.com.

Materials

the leather we use is a natural product, this means that it will change over time. By using our products they will only look better, they will get more character and the colour will get deeper.
In the leather you will see some bumps en nuances, in this you will see the natural characterizing aspects that leather has. The colour of every hide that is used can be slightly different because every hide is unique.

Delivery

After placing an order you will receive an email from us within 1-3 workingdays with the expected shipping date of your order. Our products are handmade and not always on stock. If this is not the case your product will be speccialy made for you, this means it will take about 3 weeks to finish.

Shipping only happens after receiving your payment.

The delivery of your order will be handled by tnt post.

You will receive a tnt track&trace number as soon as your order has been shipped.

Payment

All prices are in euro’s, including dutch vat at 19% and exclusive shipping costs.

We accept payments through bankaccount.

Shipping costs

for orders within the netherlands the shipping costs are € 8.05.

Returns

we want you to be happy with your products! So returning your product is no problem.

If you want to return the product, the following rules apply, please read carefully:

the returning of products must be reported to us within 7 workdays after delivery. After 7 workdays malou assumes that the customer has accepted the order.
the articles much reach us in perfect condition, intact and not used.
returning articles occurs at the customer's expense and risk;
we advise you to provide the return shipment with a tracking number. MALOU bags&accessories is not responsible for any damage, loss or theft of the returned goods.
exchanging articles for other articles is not possible, articles should be returned,and the money will be refunded. You can order the new articles in the webshop yourself.
In case of faulty items please contact info@studiomalou.com
as soon as the returned articles are checked and accepted the money will be refunded.
You can check when your return has been received by us if you provide the shipment with a trackingnumber.
refunds (exclusive shippingcosts) will be made within 30 days.
if you have any questions or comments about your return, please send an email to info@studiomalou.com
please follow the return procedure below, otherwise your returns cannot be accepted.

Return procedure

send us an email in wich you mention the reason for returning the ordered product. This email must be send to info@studiomalou.com within 7 workdays.
you will here from us within 2-3 workdays.
in this email we will explain how to return this product to us.
check if your name and address are clearly mentioned on the return parcel
Items bought in the webshop cannot be exchanged or returned at the shops.