Refund policy
We want you to love what you ordered. If something is wrong with your order, or it just isn't the right fit, here is how returns and refunds work.
30-Day Return Window
You have 30 days from the delivery date to request a return. To be eligible, items must be unworn, unwashed, free of marks, make-up, perfume and odour, with all original tags still attached and in their original packaging where possible. Shoes should be tried on indoors on a soft surface and returned in their original box. Items damaged through wear, alteration, or accidents outside our control are not eligible.
Items we cannot accept back
For hygiene reasons we cannot accept returns of pierced jewellery, or of underwear, swimwear and bodysuits where the hygiene seal has been removed. Anything marked Final Sale at the time of purchase is not returnable. This does not affect your statutory rights if an item is faulty.
How to Start a Return
Email support@malenalane.com with your order number and a short note about what's wrong (or why you want to return). If the item arrived damaged or faulty, please attach a photo — it helps us help you faster and replace it without sending the original back. We typically respond within 12 hours during the hours listed below.
Return Shipping
If the issue is on us — wrong item shipped, damaged in transit, or faulty on arrival — we cover return shipping and send a prepaid label.
If you simply changed your mind, return shipping is the customer's responsibility. We recommend a tracked service so the package doesn't get lost.
Refund Timing
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to the original payment method within 7 business days. Depending on your bank it can take a further few days to appear on your statement.
Exchanges & Sizing
The fastest way to swap a size or colour is to keep the eligible return and place a new order, so the size you want is not sold out while your return is in transit. Reply to your return confirmation and we will process the exchange for you on the back end where possible.
Every product page carries a size chart with real measurements for that specific style. If you are between two sizes, email us before ordering and we will tell you honestly which way to go.
Damaged or Faulty on Arrival
If your order arrives damaged, stained, or with a manufacturing fault, please contact us within 7 days of delivery with photos. We will send a replacement at no cost — usually without requiring the original to be returned.
Lost or Stolen Packages
If tracking shows your package as delivered but you can't find it, please:
- Check with neighbours, building management, and household members.
- Wait 24–48 hours — carriers sometimes mark items "delivered" early.
- If it still hasn't turned up, contact us and we will open a claim with the carrier and make it right.
Order Cancellations
Orders can be cancelled or modified within 2 hours of placement. After the 2-hour window, the order is locked into fulfilment and can be processed as a return once delivered.
Contact & Business Information
Store Name: Malena Lane
Company Name: JDR Ecom Fashion Group LLC
Company Address: 1501 S Greeley Hwy Suite C, Cheyenne, Wyoming, 82007, United States
Email: support@malenalane.com
Contact: Contact Us
Customer Service Hours: Monday to Sunday | 12:00 PM – 8:00 PM EST
We aim to respond to all enquiries within 12 hours.