Shipping & Returns

Delivery:

For orders that require to be shipped within the UK the following information applies:

0-5kg - £6.99 and 6-10kg - £9.99 insurance cover is included up to £50 of the purchase value. Items purchased with a value of over £50 should be insured by the purchaser or on request by House of Malu International Ltd.

For UK orders over 10 kg or with a purchase value of over £50, please email for a quote via shop@houseofmalu.com.

Delivery is usually 2-3 working days. Some goods may take up to 6 months to be made and subsequently delivered.

Signature required:
2 attempts to deliver.

Both Purchaser and Recipient email is required.

Both Purchaser and Recipient telephone contact details are required.

Email notification will be sent to you so you may track your parcel.

International orders:
For overseas orders, please email shop@houseofmalu.com. Please note any insurance, does not cover any additional charges that may be incurred for local duties, customs or clearance and must be organised and paid for by the purchaser. See clause 7b.

Returns address:

To Return items, please email shop@houseofmalu.com

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, see clause 8 below.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@houseofmalu.com

Sale items:

Items purchased in SALE or discounted from the full marked price, either on-line or in store, maybe be refunded subject to a 50% charge (if eligible - see clause 8), and in some circumstances, maybe refunded with an Online or in-store Gift Voucher subject to a successful claim as agreed by the Company (House of Malu International Ltd) and terms (see clause 8).

Furniture or large items (over 50cm in either height or width) purchased in SALE or discounted from the full marked price over the value of £500.00 may not be eligible for a refund and remain subject to the Company’s (House of Malu International) discretion. This includes all BLACK FRIDAY SALE items. All SALE items purchased in store must be inspected prior to purchase and once purchased are then subject to the terms of sale as set out in this clause and Clause 8.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@houseofmalu.com in order to confirm the return address.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he / she will find out about your return.

Shipping:

To return your product, you should email shop@houseofmalu.com. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To request our returns form please email shop@houseofmalu.com

Specific Terms & Conditions:

1. In these terms and conditions of sale the expression “The Company” or “Company” means House of Malu International Ltd and the “Purchaser” means the company, firm or persons to whom the goods are supplied by the Company under this contract.

2. No description of goods by the company in any leaflet, catalogue or other written matter shall constitute a contract of sale of goods by description for the purposes of the Sale of Goods Act 1893 and the Sale of Goods Act 1979.

3.

a. Product variations. Due to the handmade nature of goods, items may differ to the images shown on the website and/or on other printed material. The customer understands that different monitors, screens and printers can render colours differently and that these variations are not a fault of the product itself. The customer accepts the potential of this arising. We recommend arranging a viewing of the item by contacting us before purchasing, should potential variations cause issues for you.

b. Due to the nature of acrylic glass, resin and perspex items, there may be visible scratches or superficial marks on the surface. The customer accepts that this may occur. To remove these marks, we recommend the use of perspex cleaner and a cloth.

4. Any reference to weights and dimensions or performances contained in any catalogue, leaflet or other written matter by the company are approximate only and shall not constitute an implied term of this contract.

5. Incorrect pricing and listing information. Our sale of goods agreement is not formed until the goods are dispatched successfully to the customer. Up until dispatch, if an item is under-priced or mispriced as a genuine mistake, the Company reserves the right to cancel an order or offer you the item at the correct price. At this point, you have the option of proceeding at the correct price or cancelling the order.

6. Customers are reminded to satisfy themselves that the goods they are purchasing are suitable before completing an order. No responsibility is placed upon the company for making an incorrect order.

7.

a. The Company shall not be responsible for any consequence of non-delivery or late delivery of goods. This may include causes such as weather, fire, strike, miss-communications, government control or shortages of (materials/labour) and no such non-delivery or late delivery shall entitle the purchaser to rescind this contract. Please note this list is not exhaustive and only includes some of the most common consequences of non-delivery or late delivery. The company accepts no liability or responsibility for loss of earnings or any charges that may be incurred due to non-delivery or late delivery. Delivery dates are always subject to change and therefore we strongly advise that no arrangements are made until you have received the goods and are fully satisfied. The company urges patience from its customers regarding all deliveries, especially during annual and bank holidays and also during the company’s annual stocktaking period, as this may cause an extended delay to our stated delivery times or the agreed delivery time provided by external companies.

b. Ireland, Scotland and offshore isles may also incur an additional delivery surcharge – see charges and terms above. This will be related to the size, weight and type of product that is being shipped. In these instances, we suggest you do the following: Place the order in the normal way. We will then contact you with the additional charge (if any) and apply this to your order. You will then be able to either accept or cancel your order based on these charges.

International shipping will incur an additional charge depending on the size, weight and type of product that you wish to order – see charges above. For international shipping costs, we advise contacting us with details of what you wish to order and your location so that we can provide you with a shipping quote.

Please note that this would be on an uninsured service. Please note while the couriers are usually very good, you may wish to take out further insurance, if only for peace of mind, in case of any loss or damages. Any claims for loss, damage etc, need to be raised directly with the courier. This delivery quote does not cover any additional charges that may be incurred for local duties, customs or clearance.

c. Due to the automatic nature of the carriage calculation system, we reserve the right to contact the customer and alter the carriage cost if the cost is higher than the carriage charged.

8.

a. The Company will not accept any claim relating to the condition or quantity of goods delivered unless formal written notice of any such claim is received by the Company within 24 hours of the delivery date. Communication must be made by email to: shop@houseofmalu.com

b. For large items, we recommend inspecting the goods prior to accepting and signing for them from the courier.

c. For goods over the value of £50 we require email notification of any damage within 24 hours of deposit or payment for the goods to shop@houseofmalu.com to be eligible for an application to consider a claim, please include photos of the packaging, any damage, and your order number.

d. It is the customer’s responsibility to thoroughly check delivered goods before any installation is undertaken. Should you become dissatisfied with a product after it has been installed or used, we cannot be held responsible for any costs associated with deinstallation and it becomes the customer’s responsibility to organise the safe return of said item. If you become dissatisfied about an installed product, you must send an email to shop@houseofmalu.com immediately to discuss your concerns before sending any items back to the company. Once approved and agreed upon by the company, the return of your item will follow the same procedure as stated throughout this section.

e. Regardless of whether an item has been delivered damaged, is faulty or incorrect, for all returns, it is the customer’s responsibility to ensure it is safely and suitably wrapped for courier collection and must also be made available in the same location as the courier delivered it, or at the kerbside of the property. Please ensure that you retain all packaging. Should you wish to return an item, it will need to be repackaged as received. In the event the original packaging isn’t retained, you will incur the respective cost as quoted to us by the courier. This cost will be reduced from the refundable value of your item subject to a successful claim. Collections must be available within courier working hours, typically 10 am -5 pm.

f. All courier deliveries are kerbside and arrangements must be made by the customer to move the consignment after delivery, including disposal of any packaging, including pallets, etc.

9.

a. The Company will not in any circumstances accept liability for any consequential loss of profits/earnings or third-party claims or detention or delay or expenses of any kind howsoever caused. This includes any agreements made through external delivery companies, including any miscommunications on delivery or dispatch times. We make NO GUARANTEES on delivery times, these are all estimated.

b. The next day delivery service applies on orders placed before 2 pm. The next day delivery service is available in most mainland areas but is subject to stock and courier availability and demand. When the next day courier service is not available, we will deliver by an alternative carrier and this may take longer. It is not applicable to any item not specified as such on our website. Delivery times cannot be guaranteed. Next day delivery is not always available in the following area/postcode combinations (subject to change and not exhaustive):

Aberdeen: 24, 32, 33, 35, 38, 41, 43, 45, 51, 53, 54, 55, 56
Cumbria: 4, 5, 6, 7, 9, 18, 19, 20, 21
Chester: CH3 9
Dundee: 8, 9, 10, 11,
Dumfries & Galloway: 3, 5, 6, 7, 8, 9
Edinburgh: 34, 36
Falkirk: 8, 14, 17, 18, 19, 20, 21
Galashiels: 5, 10, 11, 13
Glasgow: 41, 51, 63, 83
Guernsey (All Postcodes)
Inverness (All Postcodes)
Isle of Man (All Postcodes)
Jersey (All Postcodes)
Kilmarnock: KA3, KA18, KA27, KA28
Kirkcaldy: KY9, KY10, KY13
Lancaster: LA21, LA23
Llandudno: LL15 1, LL15 2
Manchester: M4 1, M4 2, M4 3, M4 5, M4 6, M4 7
North East: NE66 5, NE69 7, NE70 7, NE71 6
Northern Ireland (All Postcodes)
Outer Hebrides (All Postcodes)
Paisley (All Postcodes)
Perth (All Postcodes)
Preston: PR3 3
Shetland Islands/Lerwick: ZE1, ZE2, ZE3
Truro: 21, 22, 23, 24, 25
Wick (All Postcodes)

10. Whilst any money remains outstanding by the Purchaser to the Company, title to all goods (under any contract) shall remain vested in House of Malu International Ltd. This Company may recover any goods upon demand and shall resell at our own discretion. The Purchaser shall hold such goods as trustee for this company and any resale of the goods by the purchaser shall not involve the passing of title from this company unless and until the goods have been paid for in full.

11. Whilst we try to source our products from UK workshops and businesses as much as we can, our products do come from multiple origins. This includes both finished and part-finished pieces made or supplied by both local and overseas artists and works.

12. All prices shall be subject to increase in the event of increases in wages or raw materials occasioned by government act or regulation and any other relevant increase occurring before completion of any order. Any offers and discounts are for orders over £10. We reserve the right to remove certain products from offers without notice. Order discounts are up to a maximum value of £250 and cannot be used in conjunction with any other offers. All discounts are given at the companies discretion.

13. All samples are to be paid for by the purchaser unless agreed prior to despatch, if trading commences on the same items, a credit can be issued.

14. These conditions of sale shall apply to every order passed with the company and no substitution or condition in the Purchaser’s order form or condition of trade or the like which would or might negatively derogate from, conflict with or qualify any of these conditions of sale shall apply to such order unless expressly accepted by the company in writing. Whilst we always go over and beyond to fully satisfy our customers, we cannot offer or participate in compensation claims.

15. An interest charge of 25% will be levied against outstanding invoices or part invoices remaining unpaid.

16. We are not responsible for any costs or damages associated with a product’s use, misuse or incorrect installation, whether the product is faulty or otherwise.

17. House of Malu International Ltd is not responsible for any loss or damages in any form associated with the purchase and/or supply of goods, including goods not being as expected.

18. Any Purchaser (Client) instructing us to despatch goods direct to their customer has to be the Purchaser’s (Client’s) risk.

19. Any delivery note signed in an unclear fashion or undated by the Purchaser (recipient) has to be taken as correct, the Purchaser has a responsibility to sign for material in full, full signature/full printed name and dated.

20. A restocking charge of 50% will be levied if goods are returned without prior agreement with House of Malu International Ltd. Bespoke goods are non-refundable.

21. Acceptance of an order takes place when the order has been dispatched from The Company.

22. When an order has been placed and accepted, the Purchaser must ensure that someone is available at the given delivery time and address to accept the goods and sign the delivery note. Failure to do this will result in the goods being returned to the Purchaser’s local delivery depot, whereby, a card will be posted through the Purchaser’s door. The Purchaser must follow the directions regarding a subsequent attempt at delivery or may choose to collect from the said depot. If the Purchaser chooses not to respond to these directions, or contact the said depot, the parcel will be returned back to House of Malu International Ltd and the Purchaser will then need to arrange collection at their own cost from House of Malu International Ltd. We advise that no arrangements are made with tradesmen or contractors until the Purchaser has received the goods, they are in their possession and they are fully satisfied.

23. We recommend all items are checked thoroughly upon arrival to ensure everything is accurate and present. This must be done before shipping on to a further destination. Additional packing materials may be required. We cannot take responsibility for items which may have been lost in transit.

24. We reserve the right to adjust and amend designs and raw materials without prior warning.

25. We are not responsible for damages caused by customer elected couriers.

26. We do not recommend proceeding with installation preparation until items have arrived safely and you are completely satisfied.

GUARANTEE

27.

a. Any GUARANTEE mentioned on the site only applies to products where this is stated. If a product is found to be defective within the timeframe offered (from the date of the order), we will replace that part and deliver it to the customer. The Guarantee ONLY applies to the standard 1-year warranty applies. This does not affect your statuary rights.

IMAGE & CONTENT COPYRIGHT

28. Due to significant investment made in photography each year, the right to use any image which belongs to “The Company” is only granted whilst your account is active and may be revoked at “The Company’s” discretion. If your account becomes inactive for a period of over 60 days or overdue the use of any imagery, which is the property and copyright of “The Company”, will be automatically revoked and such images must be removed immediately, regardless of any related inventory you may hold. Use of imagery includes the website, print or any other medium. We recommend, for peace of mind, that the images are deleted from your computer system and any printed literature removed from distribution. All content/copy and product information under any circumstances remain the property of “The Company”.

29. We reserve the right to refuse and close accounts at our discretion.

30. Bespoke, made to order and custom products, whereby the product has been manufactured or ordered to the customer’s specification are non-refundable and non-returnable. We reserve the right to use other works, artists, and sculptors for both parts and finished work. Prototypes are chargeable unless otherwise agreed and must be returned after inspection and approval. Due to differences in production procedure or practicality, finished products may not be identical copies of prototypes or technical drawings. We reserve the right to make adjustments where and when required.

WEBSITE DISCOUNT CODES

31. The company reserves every right to not deliver orders where the discount code has been misused on products it was not originally intended for, we will contact the customer regarding this and request that the outstanding balance is paid before the goods are released for delivery.

Only one discount code can be used at a time and all codes cannot be used in conjunction with any other codes, whether online or via telephone order. We reserve the right to withdrawal any discount codes at any time.

SOCIAL MEDIA DISCOUNT

32. Social media discounts are applicable to the first £50 of any purchase and can only be used once per day, the discount cannot be used in conjunction with any other discounts or offers (ie. free delivery, special prices, other discount codes, etc.), and orders cannot be combined.

1-YEAR GUARANTEE

Our 1-year guarantee only applies to selected products it is stated on. For this to apply it is imperative that our care and maintenance advice is followed fully.

DELIVERY

In the event that you are not available to take delivery, your item(s) may be left with a neighbour or on your property unless you have specifically told us you do not want your item(s) to be left in this way.

You agree that proof of delivery will constitute one of the following:

A recipient signature if the item is delivered to your address
A recipient signature if the item is delivered to a neighbouring address
A photograph showing the item left on your property
A drop card stating the item has been left with a neighbour or on your property

If you wish to dispute the delivery of your item(s), you must make your complaint by emailing shop@houseofmalu.com 

Please include the following with your complaint:

Your name, telephone number, and email address
The consignee name and delivery address is given when you placed the order
Your order or invoice number (if known)
A brief description of the reason for the disputed delivery
A signed declaration from the person to whom the parcel was addressed stating that they have not received the item(s)

FREE DELIVERY

Free delivery is not available. We reserve the right to change and update these terms and conditions from time to time and recommend that you revisit this page regularly to keep informed of the current terms and conditions.

NEXT DAY & NEXT DAY DELIVERY

We will make every effort to ensure that your item is dispatched and delivered the next day subject to our listed charges. Occasionally due to circumstances outside of our control i.e. raw material supplies, labour, courier breakdown, etc, next day delivery may not occur. We cannot take responsibility where this has not been achieved but will make every effort to ensure your item reaches you as quickly as possible. This service only applies to non-bespoke items requiring no specialist work and for delivery addresses within mainland UK excluding Ireland, Northern Ireland, Highlands, and Islands. Orders are usually received before 12 pm (noon). We recommend waiting until your item has arrived before arranging tradespersons. Orders that are placed after 12 pm (noon) on a Friday will be dispatched the next working weekday. Orders that are placed on a weekend will not qualify for free next day delivery. Please note: House of Malu International Ltd does not operate any shipping on bank holidays and seasonal holidays.

Products with a Made to Order lead times will be dispatched on a timely delivery service as soon as the product is ready. All Made to Order lead times both on the website and those received verbally are approximates only. Lead times can and do often vary, especially with larger or more complex pieces. We recommend choosing those items readily available should you be working to a deadline.

Some products may require a considerable lead time to produce and have sometimes taken up to 6 months to be made and delivered. Delivery will therefore be organised as soon as the product is ready.

CHRISTMAS DELIVERY & EXTENDED RETURNS

We may rely on local works to supply or create certain items and this can, at times, cause unexpected delays which are outside of our control. Any potential delay will be advertised with an approximate lead time on our website. Failing this, our customer service team will be in touch at the earliest opportunity to advise any delays or alternatives that are immediately available.

PRICE MATCH

We are unable to price match any product listing against any new, previous or competitors’ price. Should the price be reduced due to web updates, collection discounts or other offers after purchase, we are not able to process partial refunds for any offer missed at the time of purchase.

We recommend all items are checked thoroughly before shipping on to a further destination. Additional packing materials may be required.