FAQ

  • What countries do you deliver to?

    We currently ship to the following countries:

    • Austria (excl. Riezlern)
    • Belgium
    • Canada
    • Denmark (excl. Faroe Islands and Greenland)
    • Finland (excl. Aland Islands)
    • France (excl. Guadeloupe, French Guiana, Martinique, Réunion, Mayotte, Monaco, Saint Pierre, Wallis and the Futuna Islands, and New Caledonia)
    • Germany (excl. Island Helgoland, and area of Busingen)
    • Ireland
    • Italy (excl. Campione d’Italia, Livigno, San Marino and Vatican City)
    • Netherlands (excl. Aruba and the relevant territories of the (Dutch) Antilles)
    • Norway (excl. Svalbard)
    • Spain (excl. Canary Islands, Ceuta and Melilla)
    • Sweden
    • Switzerland
    • United Kingdom (excl. Isle of Man, Jersey and Guernsey)
  • How does your delivery service work?

    We offer both standard and express service. To read more about transit time and costs, please visit our Delivery section.

  • Where is my order?

    Once your order has been shipped you will receive a shipping confirmation with a tracking link. You can also log in to your account and track the progress of your order under "My Orders". If you have lost the email or you do not have an account, please contact us for further details regarding your order status.

  • I have not received an order confirmation

    When you have placed an order you should receive an order confirmation within a couple of minutes. If you have not received this email please check the spam folder of your email account. Even though you have not received an order confirmation, your order may have been processed and we recommend that you contact us before placing a new order.

  • Can I cancel or change my order?

    If you would like to change or cancel your order please contact us as soon as possible as we process the orders quickly in order to minimize the delivery time. It is however not possible to change or cancel your order if you have already received a shipping confirmation which states that your order has been shipped. In this case please see our exchange and return policy.

  • An item is missing from my order

    If an item is missing from your order, or you have received an incorrect item, we sincerely apologize. Please contact Customer Care to resolve the case as soon as possible.

  • How do I exchange or return an item?

    We offer a free exchange and return service within the EU.

    If you wish to exchange your purchase for a different size or colour, simply contact us within 14 days of delivery. We will arrange a swift exchange without you having to place a second order. To return your order, please follow the steps in our Return Guide.

  • Have you received my return?

    When your return has been received and processed, you will receive an email from us. If you have not received this email within 7 days of you sending it back, please contact us to resolve the case as soon as possible.

  • When will I receive my refund?

    We aim to process a refund within 3 days of receiving your parcel and send you an e-mail to let you know we have received and processed it. After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have.

  • My product is faulty. How do I make a claim?

    When we ship By Malene Birger products, we do our best to make sure that the items are top quality and in perfect condition. In the case of defective products or inconformity with your order, you will have the choice of returning the defective product and we will refund you the purchase price and all delivery costs when we have handled your return. You may also choose to keep the product and ask for a price reduction. Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

    The claim shall be made when you discover the defect. Any notice given within a period of two months after you discovered the defect is deemed a timely notice, but in certain cases a longer period may apply under applicable law. Please contact us and we will arrange for the product to be collected by our carrier.

  • How will I know my size?

    See our size charts for clothing, shoes and gloves.

    You are also welcome to contact Customer Care, who have detailed product information and will be able to assist you in finding the right size.

  • How do I search for a product?

    If you know exactly what you want, you can use the search field at the top of this page. Type in the product name or product code and you will find everything related to this particular style.

    Should you not have a name or product code, try browsing the relevant category found in the top menu. If you are still unable to find the style, please contact Customer Care with as many details as possible. We will endeavour to track it down for you.

  • How do I use my promotion code?

    Promotion codes such as "DISCOUNT" allow a discount on a certain style, the whole order or provide free delivery. If you are receiving the By Malene Birger newsletter you will occasionally receive promotional codes to redeem via our online store. How long these are valid, plus further promotional information, will be communicated in the newsletter.

    At checkout you will be prompted to enter a discount code. When clicking "Apply" it will be added to your order. Unfortunately, we cannot reissue a promotion code, even if your original order is returned to us.

    If you have any other questions concerning promotion codes, please contact us.

  • Is it safe to order online?

    By Malene Birger guarantees that your information is safe with us. Your information will be encrypted from the moment you enter it and your sensitive information will not be saved on a public server.

    Learn more in our Privacy section.

  • Do you have a store I can visit?

    Please use our Store Locator to find your nearest store.