Customer Support

The customer can pay in way which suits him or her the most: credit card, credit transfer of on delivery!

Ordered products, the costumer is able to pay on delivery through GLS cash on delivery (valid only for orders within the Republic of Croatia), or credit and debit cards such as: MasterCard, Maestro, VISA, VISA Electron, Diners i American Express (through T-Com Pay Way system).

We will contact the customer through his/her e-mail to confirm the order.

 

How do I pay on delivery?

On delivery payment is made through cash directly to the courier that delivered your package, after which you will receive a conformation about receive and payment of the delivered package. *on delivery payment is valid only for orders within borders of Republic of Croatia

Am I able to pay in installments?
Installment payment is enabled to the customers that are paying with American Express or Diners credit or debit cards:

• it is able to pay in 2-6 installments without interest rate being imposed for Amex and 2-12 installments for Diners

 

I have chosen to pay with my debit or credit card and I received a mail which says that the means on my card are reserved but the transaction is still not made. What does that means?

Until we do not confirm that the chosen product is really available for you, the transaction will not be made. This means no money will be transferred from the card you have chosen to pay with. Only after your administrator ensures that the product is available, he will authorize the transaction and means will be transferred from your credit or debit card. Through this way we try to ensure not to charge some product that, unfortunately at this moment is not available.

 

Which are the payment methods at MALAI web shop?

Ordered products, with possible delivery costs, the costumer is able to pay on delivery through HP express delivers (valid only for orders within the Republic of Croatia), or credit and debit cards such as: MasterCard, Maestro, VISA, VISA Electron, Diners i American Express (through T-Com Pay Way system).

We will contact the customer through his/her e-mail to confirm the order.

Installment payment is enabled to the customers that are paying with American Express or Diners credit or debit cards:

• it is able to pay in 2-6 installments without interest rate being imposed for Amex and 2-12 installments for Diners

Conversion statement

If there are prices shown in currencies other than Croatian Kuna, we state that those prices are calculated according to the current exchange rate of Croatian National bank, and they serve only as information for buyers. The charged price can be different than those displayed here.

All payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

Shipping directly to your chosen address is free on orders inside the borders of Republic of Croatia!

Ordered clothes will be shipped to customers preferred address with GLS parcel service provider within 16 working days from the received conformation about availability of the product. Fixed price for shipping within Europe is 15.00 Euro and 20.00 euro for parcels ordered outside Europe.

In case of product being delivered is different from the product ordered and paid by the customer, the customer is authorized and obligated to inform us about the incorrect shipment therefore the customer has a right on shipment of ordered product, which will be delivered within 16 days after receiving the notice.

If there is no possibility to deliver the product, the customer has a right on a full refund of money in amount of product price and delivery costs, as well as possible refund for the costs of return of incorrectly shipped product, if Malai store d.o.o. is not able to organize the product takeover.

Nevertheless, the customer is obligated, without withhold, to return the incorrectly shipped product on our address Malai concept Store, Nikole Tesle 9, 10000 Zagreb.

 

How much does shipping cost?

For the orders within borders of Republic of Croatia shipping is free of charge. Wishing borders of Europe there is fixed price of 15.00 euro and 20.00 euro for all parcels outside of the Europe.

What should I do if the package is damaged? Am I obligated to take it?
If you notice that the package is damaged you are not obligated to take the package, nevertheless you are authorized to request a new delivery. We kindly ask you to inform us about that problem on: [email protected]

 

What should I do if I am not on the delivery address when my package arrives?

The deliveryman from GLS will try to reach you via contact number given in your order in order to arrange exact time of delivery. You can also arrange that your packet is delivered on other day, address and time. If you do not respond to call of deliveryman and if you are not at the given place of delivery three times in row package will be send back to sender.

If the delivery on service exceeds 8 days (or 16 days for international orders), please contact us on [email protected] so we could track your shipment as soon as possible.

 

When could I expect my ordered product to arrive?

The product will be delivered within 8 days after you receive an e-mail notice that your package has been sent – or 16 days for orders outside of Republic of Croatia.

 

How do you ship?
The products ordered through MALAI web shop are sent with express delivery courier GLS service within 8 business days starting from the day you received and e-mail notice.

All of our customers have a right on item exchange, but the items need to be sent depending on their own cost. Item exchange is able within 14 days after receiving the delivery. The customer is obligated to request the exchange via e-mail indicating the subject RETURN: ORDER NUMBER within 14 business days after receiving the delivery, on [email protected]

Within the e-mail, the buyer needs to explain and specify does he want to exchange the product for the same one only different color or size, or he wants to exchange it for another product. The item is then returned within 2 business days to our address.

If the MALAI web shop staff evaluates that the returned item is not damaged and in original package, we will make item exchange. If the returned item is not in proper condition (unworn and not damaged), the buyer needs to pay shipment in amount of 35,00 kn for the orders within border of Republic of Croatia. Regarding orders outside Republic of Croatia’s borders, the customer is obligated to pay 170,00 kn so the item can be resent to your address.

If the customer is exchanging the product that has a higher value, he first needs to pay the difference between two amounts onto our account, on the other hand if the buyer is exchanging for the product of lower price, we will make a difference refund to the buyers account. The direct cost of the item exchange needs to be bared by the customer.

 

Does every customer have a right to exchange the product?

The right to exchange the item has every single costumer on every item. The exchange needs to be requested within 14 business days after receiving the package.

 

Can I exchange product bought in MALAI web shop for some other product?

You can. The customer is obligated to request the exchange via e-mail indicating the subject RETURN: ORDER NUMBER within 14 business days after receiving the delivery, on [email protected] Within the e-mail, the buyer needs to explain and specify does he want to exchange the product for the same one only different color or size, or he wants to exchange it for another product.

 

Can I exchange product bought in MALAI web shop for some more expensive product?

Of course you can! Contact our staff at [email protected] and they will give you directions on how to make a difference between two products payment.

 

Can I exchange product bought in MALAI web shop for some other product in MALAI store?

Bought items can be exchanged by sending it to our e-mail address MALAI Concept Store, Nikole Tesle 9,10 000 Zagreb, after we have approved the request for exchange. When we receive your package, we will send you the new items.

 

Which is the deadline for exchange request?

You need to make an exchange request within 14 days after receiving the package.

You have received a product but you have noticed that is damaged? Contact us!

If the customer is not satisfied with the products bought at MALAI web shop, he/she has a right on reclamation in period established by the law. You can send your complaint through reclamation form (download here) or you can send us an e-mail indicating the subject RECLAMATION FOR ORDER (number of order) on [email protected]

In case of reclamation, the customer is obligated to return us the product in agreed period. Reclamation will be considered valid if during the overview of the product we establish that it is complied with conditions for reclamation of Obligation law and Consumer protection act. In that case we are going to exchange the product or return the money within 15 days from the returned product arrival.

Nevertheless if we establish that the reclamation has no basis and we decline the reclamation, the buyer needs to pay shipment in amount of 35,00 kn for the orders within border of Republic of Croatia. Regarding orders outside Republic of Croatia’s borders, the customer is obligated to pay 170,00 kn so the item can be resent to your address.

 

How long is the period in which I am able make a reclamation for ordered product?

You are obligated to lodge a complaint within period regulated by law and that is 14 days

 

If I notice that the product that I bought is damaged can I return it?

Of course! If you are not satisfied with the products bought at MALAI web shop, you have a right on reclamation in period established by the law. You can send your complaint through reclamation form or you can send us an e-mail indicating the subject RECLAMATION FOR ORDER (number of order) on [email protected]

In case of reclamation, the customer is obligated to return us the product in agreed period. Reclamation will be considered valid if during the overview of the product we establish that it is complied with conditions for reclamation of Obligation law and Consumer protection act. In that case we are going to exchange the product or return the money within 15 days from the returned product arrival.

The right on unilateral contract termination (return of order) has every MALAI web shop customer.

How can I ask for unilateral breach of contract or return of ordered products?

You have the right, without adducing the reason, unilaterally breach the contract of purchase within 14 days from receiving the package. The contract will be breached with written notice about breach of contract by filling the FORM FOR UNILATERAL BREACH OF CONTRCT or by other ambiguity proclamation through which you express your will of termination. The buyer is obligated to deliver the previously mentioned form or proclamation to the Seller, through the sellers address or e-mail [email protected]

The form can be downloaded on the following link; CANCELLATION FORM.

 

Does everyone have a right to return the product?

The right to return the order has every single costumer on every item. To obtain the right on unilateral breach of this contract (return), you need to contact us about your decision of unilateral termination of the contract before the deadline. The same thing is obtained by filling in and sending us the form downloadable on the top of the page or through other ambiguity proclamation through which you express your will of termination.

An example of unilateral termination of contract form, which you can find on our web page, you can fill in and send it to us via e-mail.

The contract can be unilaterally terminated within 14 days without explaining the reason. The confirmation of receiving the notice of unilateral termination will be delivered without withhold to your e-mail address.

If terminate the contract unilaterally, we will refund the money received from you without withholding, and within 14 days from the day we have received your decision of unilateral contract termination. Money refund will be made through the same way you made your payment. Money refund can be made only after we have received the items. It is considered that you have accomplished your obligation in time if you send us back or give over the product to authorized person before the deadline established earlier. You need to cover the direct cost of item return.