exceptional shipping arrangements during the covid-19 crisis.
How can I get hold of your products?
MALIN+GOETZ products are available on the malinandgoetz.com website and on the websites of authorised partner retail shops. Our shops have gradually begun to re-open with a new approach to service. Please check the store locator and shop information page for specific details and opening times.
Is delivery still possible?
Delivery is still in operation for online orders. Our warehouse partner is operating in line with Government protocols and the health safety rules issued by WHO.
What are the temporary delivery times and process?
In light of the reduced workforces and social distancing, we ask for you to expect longer order processing and delivery times than what we would normally like to offer to our customers. Please allow at least 1-2 business day(s) for processing before your package is shipped. Currently we are experiencing shipping delays which may require 3-5 extra business days for order processing. Once shipped, standard ground shipping takes 5-10 business days for delivery.
Inquiries pertaining to delivery lead times or order tracking can be directed to help@malinandgoetz.com
Please note, shipments to Alaska, Hawaii and Puerto Rico may take 10+ business days. Shipments to APO/FPO Military addresses must ship via standard shipping and may take longer than 10+ business days.
What hygiene measures are implemented during the delivery process?
Our warehouse providers comply with the WHO guidelines to ensure the protection of our employees and customers. The government guidelines have been put in place and are operating in a very controlled manner.
How can I check the status of my order?
Once we receive your order, MALIN+GOETZ will email your order number to you. Please be sure to include this order number in your inquiry, if applicable. You can contact our customer service team at help@malinandgoetz.com in regards to your inquiry.
How can I track my order?
You will receive an automated email from MALIN+GOETZ once your order has been shipped out with your tracking number. Currently we are experiencing shipping delays which may require 3-5 extra business days for order processing and shipment.
When will the MALIN+GOETZ stores reopen?
Our shops have gradually begun to re-open with a new approach to service. Please check the store locator and shop information page for specific details and opening times.
I have a gift card issued in store: can I use it on the website?
If you have a gift card that was purchased in one of our stores, you will be able to use the gift card on our website. If you are having difficulty applying the gift card to your order, please reach out to help@malinandgoetz.com for further assistance.
online returns policy.
We want you to be happy with your purchase from us. Should you wish to make a return, please be sure to send us a return request by filling out our returns form. We will not be responsible for returns that have not been agreed upon with our Customer Service team first. We will offer a full refund on items that contain at least 75% of the original content and that are received within 30 days of initial purchase. Regrettably, we are unable to offer exchanges on any items.
Returns
To return an item, please include your order number on your return shipment. Return postage must be paid by the purchaser and we recommend sending your return via a tracked/insured method, which can be tracked in the case of loss or theft. MALIN+GOETZ will not be responsible for lost or stolen packages.
Please send the return package to:
MALIN+GOETZ
Attn: Returns Dept.
330 7th Avenue, Floor 21
New York, NY 10001
United States
We can only accept returns from orders placed on malinandgoetz.com. Any purchases made from our authorized retailers cannot be reimbursed and we invite you to contact the original point of purchase. We regret that we cannot assist you with any issues that you may encounter with purchases made from unauthorized retailers or sources. If you wish to return a product purchased at M+G store, please contact your nearest M+G store. M+G stores are not able to accept returns from online purchases.
The following items are final sale and cannot be returned: promotional items such as gift sets, 32oz or 128oz products, grooming tools, razors, bath brushes, hair brushes, combs and toothbrushes.
Refunds
Once your return is received and inspected to be in compliance with our return policy, we will issue a refund to your original method of payment. Unfortunately, any shipping charges that were incurred with your original order are non-refundable. Please allow 3-5 business days to see these funds in your account.
Please note, any exceptions to this policy will be taken into consideration and will otherwise, only be eligible for a refund at the discretion of MALIN+GOETZ.
In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.
Thank you to all our customers in working with us during this difficult time. We ask you to stay safe, and shop all your essentials (+more) at our online store. We are on hand to answer any questions, and as always are dedicated in ensuring our best customer service as possible.
