Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Orders & Payment

Can I cancel or amend my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

What payment methods do you accept?

We accept major credit/debit cards, PayPal, and bank transfers.

Can I track my order?

Yes, you will receive a tracking number once your order has been shipped.

Shipping

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Is my order confirmed?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you offer international shipping?

At this stage we ship to the UK, EU and USA.

We are aiming to add more shipping destinations soon. Stay
tuned! 

What are your shipping rates?

Shipping rates depend on the destination and the value of the order. See our Shipping Policy for details.

How long will my order take to arrive?

Delivery times vary depending on the destination and shipping method. Delivery timeframe is provided at checkout. Click here for more info.

How much will delivery cost?

Estimated delivery costs are provided at the checkout. Click here for more info.

Returns & Exchanges

Can I return an item?

We accept returns within 30 days of purchase for a full refund, provided the item is in its original condition. Check out our refund policy for more information.

Do I need to pay for the returning of the products?

If you choose to return any of your items for a refund using a pre-paid courier label, you will be charged a fee of £3.99 towards the cost of the courier. This fee will be deducted from any refund amount due.

Return labels and costs will not be issued for returns from outside the UK.

Can I exchange an item?

Yes, exchanges are possible within 30 days of purchase. We will not charge a courier fee in the case of an item being returned for an exchange to a different size or colour (subject to availability). Contact us for more details.

About

What is the name and meaning of Malathe?

MALATHE pronounced as "MA-LA-THEE", comes from the arabic word ملاذ and translates to safe haven. This name symbolises our commitment to our planet, reflecting our promise to cherish our nature.

How can I contact customer service?

You can reach us via email at support@malathe.com. We aim to respond within 24 hours. You can also use the live chat box during operating hours, Mon-Sun 8am-8pm (GMT+1).

What are your business hours?

We are open 7 Days a week from 8am-8pm (GMT+1).

Product Information

What types of jewellery do you offer?

We offer a range of jewellery including Necklaces, bracelets, rings, and many more categories to come.

What materials do you use for your jewellery?

Our jewellery is made from high-quality recycled silver, Rhodium plating, Rose and Yellow gold plating.

Are your materials ethically sourced?

We are committed to using materials which are ethically and sustainably sourced. Our workshop is part of the RCJ.

Can I shower with the jewellery on?

As all our products come with a thick layer of plating, water should not impact the quality of the product.


However, we highly recommend NOT showering with the jewellery on as it might be exposed to chemicals and other factors that may impact the quality in the long term.

Does the bangle suit all sizes? And could it be twisted to fit a small or bigger size wrist?

Our bangles would fit most sizes, the bangles can be pushed from outside in to make it smaller or pulled from inside out to make it slightly bigger (both side at the same time).

IMPORTANT: Please do the resizing exercise only one time when you first purchase the product and customise to your size.
The bangle can be at risk of breaking if done many times or done without caution.

Warranty & Repairs

Do you offer a warranty on your jewellery?

Yes, all our products come with a 1 year warranty. For more information, please review our terms and conditions.

Do you offer repair services?

Yes, we offer repair services for our jewellery. Contact us for more information and a quote.

Care & Maintenance

How should I care for my jewellery?

We provide care instructions with each purchase by email. Please refer to our care guides for more details.

Can I bring my jewellery in for cleaning?

Currently, we do not offer professional cleaning services.

Custom Services and Consultations

Do you offer custom jewellery designs?

Not at this stage. If you have an inquiry to custom made jewellery for using diamonds and gold, please contact us for more details.

Can I get some advice from a professional with styling products together, such as stacking bracelets and necklaces?

Please refer to “Pair with” section or alternatively reach out to us and we would be delighted to support you with your product selections.

You can reach out to us on the online chat box or send us an inquiry and we will be in touch.

Do you offer engraving services?

We do not offer engraving at this stage. If you have an engraving inquiry for more than 5 items, please contact us for more information.Answer

Can I schedule a consultation for custom designs?

Yes, consultations can be scheduled by contacting us by email or website and would be reviewed on a case-by-case basis.

Gifts & Promos

Do you offer gift wrapping?

Yes, we offer complimentary
gift wrapping on all orders.

Can I purchase a gift card?

Yes, we offer gift cards in various
denominations. They can be purchased through our website

Do you have any ongoing promotions or discounts?

Check our Gifts Bundle section for some preferential rates when purchasing more than 1 item.

Sign up for our newsletter to stay updated on our latest promotions and discounts.

Sustainability

What steps are you taking towards sustainability?

We are committed to sustainability by using recycled materials, ethical sourcing, and eco-friendly packaging.

Privacy, Security and Policies

How do you protect my personal information?

We take your privacy seriously and use secure systems to protect your data. See our Privacy Policy for details.

What are your terms and conditions?

Our Terms and Conditions can be found on our website.

Get in touch

Have questions about your order, or a general enquiry?