FREQUENTLY ASKED QUESTIONS (FAQ) — MALGVEN
Have a question? You'll find answers to our most frequently asked questions below. If you can't find what you're looking for, feel free to reach out at contact@malgven.ca
ORDERS
How can I track my order?
Once your order has been shipped, you will receive a confirmation email with your tracking number. You can follow your delivery at any time on our Track My Order page.
Orders are processed within 1–3 business days. Estimated delivery is between 5 and 7 business days.
Why hasn't my order arrived yet?
Most orders are delivered within the estimated timeframe shown in this policy. However, certain deliveries may occasionally experience additional delays due to:
• Weather conditions across Canada or the United States
• High shipping volume during promotions, holidays, or seasonal sales
• Carrier processing delays
• Remote or rural delivery regions
• Split shipments for multi-item orders
Please note that Canada and the United States are large countries, and delivery times may vary depending on your province, state, or location.
If your order has not arrived within the expected timeframe, we recommend first checking your tracking information on the tracking page below:
If you still need assistance, please contact us through our Contact Page.
Please include your order number in your message so our team can assist you more quickly.
Why did I receive multiple packages?
In certain cases, if your order contains multiple items, MALGVEN may ship products separately from different storage facilities or logistics networks.
This allows us to:
- Maintain faster delivery times
- Avoid delays caused by inventory consolidation
- Optimize shipping operations
- Reduce shipping costs whenever possible
As a result, you may receive multiple tracking numbers and packages delivered on different dates.
Additional shipping charges will not be applied for split shipments initiated by MALGVEN.
How do I place an order on malgven.ca - malgven.com?
Browse our site, select the product you'd like, choose your colour, and click "Add to Cart." Then follow the checkout steps to complete your order. You'll receive a confirmation email as soon as your order is registered.
Can I modify or cancel my order after placing it?
Orders are processed quickly. If you'd like to modify or cancel your order, please contact us within 24 hours of purchase at contact@malgven.ca, including your order number. After this period, we cannot guarantee cancellation, as your order may already be in preparation or dispatched.
How do I know my order was confirmed?
As soon as your order is confirmed, you'll automatically receive a confirmation email at the address provided at checkout. If you don't receive anything within 24 hours, please check your spam or junk folder, or contact us at contact@malgven.ca.
Can I place an order without creating an account?
Yes. You can check out as a guest without creating an account. However, creating an account is recommended so you can track your orders and access your purchase history.
An item is marked "Final Sale." What does that mean?
Items marked "Final Sale" are not eligible for return, exchange, or refund under any circumstances. This is clearly indicated on the product page before purchase.
Can I order multiple items in one order?
Yes, you can add multiple items to your cart and place a single order. This may also help you reach the free shipping threshold if applicable.
PAYMENT
What payment methods do you accept?
We accept all major payment methods, including credit and debit cards (Visa, Mastercard, American Express), PayPal, and options available through Shopify Payments. Available payment methods are displayed at checkout.
Is my payment information secure?
Yes. MALGVEN never collects, views, or stores your banking data. Your payment information is processed directly and exclusively by our PCI-DSS certified providers: Shopify Payments, Stripe, and PayPal, through their own secure infrastructures. We have no access to your card numbers or banking details at any point.
What currency will I be charged in?
The currency displayed on the site depends on your country of residence. We sell in Canadian Dollars (CAD), US Dollars (USD), Pound Sterling (GBP), Euros (EUR), and Australian Dollars (AUD). Currency conversion is handled automatically by Shopify and/or your financial institution. MALGVEN is not responsible for any conversion fees applied by your bank.
Why was my payment declined?
A declined payment may be due to insufficient funds, incorrect card details, your bank's restrictions on international purchases, or a security measure from your financial institution. We recommend contacting your bank or trying a different payment method. MALGVEN does not have access to the details of the refusal, as this is handled entirely by your financial institution.
Can I use a MALGVEN gift card?
Yes. If you have a valid MALGVEN gift card, you can enter the code at checkout. Gift cards are non-refundable and cannot be exchanged for cash.
Are taxes included in the displayed price?
Prices displayed may or may not include applicable sales taxes depending on your location. Any applicable taxes will be calculated and displayed at checkout before payment confirmation.
For orders shipped within Canada, applicable GST, HST, PST, and/or QST may apply depending on the province of delivery.
For orders shipped within the United States, applicable state and local sales taxes may apply depending on the destination state.
SHIPPING AND DELIVERY
Which countries do you ship to?
We currently ship to Canada, the United States, France, the United Kingdom, and Australia.
What are the delivery timeframes?
Estimated delivery timeframes from the date of shipment are as follows:
• Canada: 5 to 7 business days
• United States: 5 to 7 business days
These timeframes are estimates only and may vary depending on carrier operations, weather conditions, remote delivery locations, customs procedures (if applicable), or other circumstances beyond our control.
What is your return address ?
Once your return request is approved, you will receive by email the full return instructions and the appropriate return address, either in Montreal, Canada, or New York, United States, depending on your location and the product being returned.
How long does order processing take?
Orders are prepared and dispatched within 1 to 3 business days following payment confirmation, excluding weekends and Canadian public holidays.
Is shipping free?
Free shipping offers may be available from time to time based on a minimum order amount or as part of a promotion. The applicable shipping fee for your order is always displayed at checkout before payment confirmation.
How do I track my order?
As soon as your order is shipped, you'll receive an email with a tracking number. You can follow your parcel in real time on the carrier's website. If you don't receive this email within 48 hours of your shipping confirmation, please check your spam folder or contact us.
Which carriers do you work with?
We work with trusted carriers depending on the destination:- Canada: Canada Post, UPS, DHL- United States: USPS, UPS, FedEx, DHL- France: La Poste / Colissimo, DHL, UPS, FedEx- United Kingdom: Royal Mail, DHL, DPD, Evri, UPS- Australia: Australia Post, DHL, FedEx, UPS, CouriersPlease, Aramex AustraliaThe carrier is selected at our discretion based on the best available options at the time of shipment.
Can I choose my carrier?
No. The carrier is selected by MALGVEN based on the destination and the options available at the time of shipment.
Do I have to pay customs duties?
No. MALGVEN ships all orders on a DDP (Delivered Duty Paid) basis. This means that customs duties and import fees are covered by MALGVEN and included in the price of your order. You will not be charged any additional fees at the time of delivery, regardless of your destination.
In the exceptional case where local authorities request additional customs charges directly at your door due to specific local regulations or circumstances beyond our control, please contact us immediately at contact@malgven.ca before making any payment.
My parcel is marked as delivered but I haven't received it. What should I do?
First, check with your neighbours or in any common areas of your building. Then contact the carrier directly with your tracking number. If the issue persists, email us at contact@malgven.ca within 48 hours of the stated delivery date, including your order number.
My delivery address is incorrect. What should I do?
Contact us immediately at contact@malgven.ca with your order number. If the order has not yet been dispatched, we will do our best to correct the address. Once the parcel has been handed over to the carrier, MALGVEN can no longer modify the delivery address and will not be responsible for any re-shipping costs incurred.
RETURNS AND REFUNDS
What is your return policy?
You have 30 calendar days from the date of receipt to initiate a return, provided the item is unworn, unwashed, in perfect condition with all original tags attached. A Return Authorisation Number (RAN) is required before sending anything back. Please refer to our Refund Policy on the site for full details.
How do I initiate a return?
Contact us directly through our contact page within 30 days of receiving your order. Please include your order number and the reason for the return. Our team will respond within 2 to 5 business days with a Return Authorization Number (RAN) and return instructions. Returns cannot be accepted without a valid RAN.
Who covers return shipping costs?
Return shipping costs are the customer's responsibility, including for orders that benefited from free shipping. Free shipping applies to the initial outbound shipment only and does not cover returns. Return shipping is only covered by MALGVEN in the case of a defective item or an error on our part.
How long will it take to receive my refund?
Once the return is received and approved, the refund is processed within 5 to 10 business days to your original payment method. An additional 3 to 10 days may apply depending on your financial institution.
Do you offer exchanges?
No. MALGVEN does not offer direct exchanges. If you'd like a different item or colour, please return the eligible item and place a new order on malgven.ca.
My item is defective or doesn't match my order. What should I do?
Contact us within 48 hours of receiving your order at contact@malgven.ca with clear photographs of the defect or error and your order number. We will cover the return and offer a replacement or full refund depending on availability. After this 48-hour window, the claim will be handled under the standard return policy.
Can I return a sale or promotional item?
Items purchased during sales or special promotions are generally non-returnable, unless explicitly stated otherwise at the time of purchase. Items marked "Final Sale" are never refundable.
What happens if I return an item without prior authorisation?
Any parcel returned without a valid Return Authorisation Number (RAN) will be refused and sent back to the sender at their expense. Always contact our customer service team before sending a return.
PRODUCTS
Are your caftans and capes available in different sizes?
Size and fit details are available directly in the “Size & Fit” section on each product page.
This section includes the measurements, fit style, and overall cut of the caftan to help you better understand how it will fit.
If you still have questions about the sizing or fit of a specific item, feel free to contact us before placing your order at:
contact@malgven.ca or contact us
Do the colours shown on the site match the actual products?
We do our best to ensure our photos accurately represent our products. However, colours may vary slightly depending on your screen's display settings (brightness, calibration). These variations do not constitute a product defect and do not qualify for a return.
Are your products ethically made?
At MALGVEN, we care deeply about the quality and origin of our creations. For more information about our practices, feel free to contact us at contact@malgven.ca.
An item is out of stock. Will it be restocked?
Product availability is not guaranteed. Some items may be restocked based on demand. You're welcome to contact us at contact@malgven.ca to let us know you're interested in a specific item.
How should I care for my MALGVEN piece?
Care instructions are indicated on the label of each item. We recommend following them carefully to preserve the quality and longevity of your piece.
Why can't I select a size when ordering?
Our caftans come in one relaxed fit size, so no size selection is needed before checkout
What does "One Size" actually mean?
It means the caftan is intentionally made with generous measurements and a loose shape so it can fit different body types comfortably
Will it look too big on smaller sizes?
The fit looks more relaxed on smaller frames and a little more shaped on fuller figures — that's the nature of this style, and both look beautiful.
Are the caftans transparent?
No. Our caftans are made from a dense, opaque fabric — you can wear them with confidence, no layering needed
Do I need to wear something underneath?
No, you don't need to. Our caftans are fully opaque and designed to be worn comfortably on their own
Are caftans too hot for summer?
Actually, it's the opposite — a caftan keeps you cooler than most summer outfits. The loose, flowing silhouette allows air to circulate around your body, so you're not trapping heat against your skin like fitted clothing does. That's why caftans have been worn in hot climates for centuries
Are caftans too hot for summer?
Actually, it's the opposite — a caftan keeps you cooler than most summer outfits. The loose, flowing silhouette allows air to circulate around your body, so you're not trapping heat against your skin like fitted clothing does. That's why caftans have been worn in hot climates for centuries
Will it cling to my stomach or hips?
No. The cut is loose and designed to fall away from the body instead of sticking to it.
CUSTOMER ACCOUNT
How do I create an account?
Click "Log in" at the top of the page, then "Create account." Enter your email address and create a password. Having an account allows you to track your orders and access your purchase history.
I forgot my password. How do I reset it?
On the login page, click "Forgot password" and enter your email address. You'll receive a reset link. Check your spam folder if you don't receive it within a few minutes.
How do I update my personal information?
Log in to your account and go to the "Account information" section to update your address, email, or password.
How do I delete my account?
To request the deletion of your account and personal data, contact us at contact@malgven.ca. We will process your request in accordance with our legal obligations under Law 25 (Quebec) and the GDPR (where applicable).
How should I care for my MALGVEN piece?
Care instructions are indicated on the label of each item. We recommend following them carefully to preserve the quality and longevity of your piece.
SECURITY AND PRIVACY
How do you protect my personal data?
Protecting your data is a priority. We only collect information necessary to process your orders. Your payment data is never stored by MALGVEN — it is processed directly by Shopify Payments, Stripe, or PayPal. For full details, please refer to our Privacy Policy on the site.
Do you sell my personal data to third parties?
No. MALGVEN never sells your personal data to third parties. Your information is only shared with the providers necessary to fulfil your order (carriers, payment processors) and only to the extent required for that purpose.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of any promotional email, or by contacting us directly at contact@malgven.ca. Please note that you will continue to receive transactional emails related to your orders.
CONTACT AND CUSTOMER SERVICE
How can I contact MALGVEN customer service?
You can reach us by email at contact@malgven.ca. Our team responds within 2 to 5 business days. Please include your order number in all correspondence.
What are your customer service hours?
Our customer service team responds to emails Monday through Friday. Requests received outside these hours or on Canadian public holidays will be handled on the next business day.
I couldn't find the answer to my question. What should I do?
Contact us directly at contact@malgven.ca, describing your situation and including your order number if applicable. We'll do our best to respond within 2 to 5 business days.