FAQs

When will I receive my order?

We use Express Shipping on all of our orders inside South Africa. You can expect delivery within the same-day, and up to 4-working days once we have received your payment. Once the order has been packed & fulfilled, you will get an automated email & you will also then be able to track your order from then onwards on our "Track Order" page on our website. Just insert your personalized tracking order number associated with your order to see which stage of shipping your order is in.

How Can I Pay?

We currently offer PayFast as our Primary Secured Payment Gateway which allows you to pay using Credit & Cheque Cards, Instant EFT, MobiCred, MasterPass, SnapScan, Zapper & Debit Card. Read more about it here on our PayFast Payment Page.

We also offer PayFlex as an alternative flexible payment option. Buy & receive your dog beds now & pay in 4 interest-free instalments over 6 weeks. No interest. No fees. No catch. Read more about it here on our PayFlex Payment Page.

We also offer Ozow as an alternative Instant EFT payment option. Read more about it here on our Ozow Payment Page.

We also offer Yoco as an alternative online payment option. Read more about it here on our Yoco Payment Page.

What are shipping options are available?

We provide FREE 1-4 Day Nationwide Express Delivery to your door, on orders over R500, so that you have nothing to worry about. We have streamlined this process to minimize issues and provide a convenient experience, where you are kept in the loop at every checkpoint via Email or SMS, and/or via our 'Track Order Page'. 

What do I do if I never received my order?

If you have not received your order within 5 working days please go to the "Track Order" page on our website and insert your personalised tracking order number associated with your order to see which stage of shipping your order is in. If you did not find that helpful please contact us in the  "Contact us" page, or email us at hello@maillia.co.za and we will follow up on your order.

How do I make changes to an order I’ve already placed?

Please feel free to contact us at hello@mallia.co.za to see if we can help you. Unfortunately, once the order has left our premises we can not make any changes. 

Where are you located?

We are located in Meadowbrook Business Park (Unit 5 Campora), in Olivedale, Randburg, South Africa – However  we ship nationwide, for FREE.

How do I contact your company if my question isn’t answered here?

Please feel free to contact us at  hello@mailia.co.za or on (072) 530 9561 if you have any questions or need any additional information. We are always happy to help.

Order Cancellation                                                                                                 All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us on hello@mallia.co.za within 15-minutes. Once the packaging and shipping process has started, it can no longer be canceled.

Return Shipping                                                                                          Customers will be responsible for paying return shipping costs (R100 per product) per return order, as per our shipping policy.

Exchanges
To be eligible for an exchange, your item MUST be in the same condition that you received it: Unworn, Unused, with tags, and in its original packaging.

Due to the nature of the product and health and safety codes: If at all Opened, Used, Dirty, With Hair Products or colouring and/or Damaged in any way - we cannot exchange.

To start an exchange, you can contact us at hello@mallia.co.za If your exchange is accepted, we’ll send you a return shipping label, details for courier collection, as well as instructions on how to pay for the return shipping (R100 per product) per return order, as per our shipping policy; and balance of the new product (If Applicable). Items sent back to us without first requesting a return will not be accepted. 

Refunds                                                                                                               

We offer a 30-Day money-back Refund Guarantee on all products from date of delivery.

To be eligible for a refund, your item MUST be in the same condition that you received it. Due to the nature of the product and health and safety codes: If at all Opened, Used, Dirty, With Hair Products or colouring and/or Damaged  - we cannot exchange.

You’ll also need the receipt or proof of purchase. 

To start a refund, you can contact us at hello@mallia.co.za If your refund is accepted, we’ll send you a return shipping label, details for courier collection, as well as instructions on how to pay for the return shipping (R100 per product) per return order, as per our shipping policy (If Applicable). Items sent back to us without first requesting a refund will not be accepted. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We do not issue the refund if:

• your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• the returned product is any of the following: Opened, Used, Dirty, With Hair Products or colouring and/or Damaged - we cannot exchange. 

What do I do if I received a defective order?

Please inspect your order upon reception and contact us on hello@mallia.co.za immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right, ON US, ASAP.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at hello@mallia.co.za. Please state the problem or defect of your product so that our team can assist accordingly.