Frequently Asked Questions
Everything you need to know about shopping with Malbene. Still have questions? Contact us — we're happy to help.
Shipping & Delivery
Do you offer free shipping?
Yes! We offer free shipping on all orders above ₹4,999. Orders below this amount have a standard shipping charge applied at checkout.
How long does order processing take?
All orders are processed within 1–2 business days after payment confirmation. Orders placed on Sundays or public holidays will be processed on the next working day.
How long does delivery take?
Standard delivery typically takes 3–7 business days across India. Timelines may vary during sales, festivals, public holidays, or due to courier delays.
Can I track my order?
Yes. Once your order is shipped, you will receive tracking details via SMS, email, or WhatsApp. You can use this to monitor your delivery in real time.
Do you ship across India?
We ship to all major cities and pin codes across India. Please ensure your shipping address, phone number, and pin code are correct before placing your order. Malbene Perfumes is not responsible for delays or failed deliveries caused by incorrect address details.
What if my order is undelivered or returned?
If an order is returned to us due to failed delivery attempts, incorrect address, or customer unavailability, additional shipping charges may apply for reshipping. Please contact us to arrange redelivery.
Do you offer Cash on Delivery (COD)?
We currently do not offer Cash on Delivery. All orders must be paid online via UPI, credit/debit card, or net banking at checkout.
Returns & Refunds
What is your return policy?
We accept returns within 7 days of delivery, provided the product is unused, unopened, in its original packaging, and with all seals, labels, and packaging intact. Opened, used, or tampered products are not eligible for return due to hygiene reasons. For defective or damaged items, we will arrange a free pickup — you do not need to ship it back yourself.
My order arrived damaged, defective, or leaking. What do I do?
Please contact us within 3 days of delivery at our contact page with your order number, clear photos or videos of the product and packaging, and an unboxing video if available. Once verified, we will offer a replacement, exchange, store credit, or refund depending on the situation and product availability — at no additional cost to you.
How long does it take to receive a refund?
Once your return is received and inspected, you will be notified of the approval or rejection. If approved, refunds are processed to your original payment method within 5–7 business days. Shipping fees are non-refundable unless the return is due to a defective, damaged, or incorrect item. Processing times may vary by bank or payment provider.
I received the wrong item. How do I get the correct one?
Please contact us within 3 days of delivery with your order number and a photo of the item received. We will arrange a free pickup and dispatch the correct product at no additional cost. If the replacement is unavailable, we will offer a refund or store credit.
Do you offer exchanges?
We offer exchanges if you received the wrong product or if the product arrived damaged or defective, subject to stock availability. Exchanges are not accepted for personal preference, such as not liking the fragrance after opening or using it. If the replacement is unavailable, we will offer a refund or store credit.
What items cannot be returned?
The following are not eligible for return: opened or used perfumes, products with broken seals, products without original packaging, items damaged due to customer handling, clearance or final sale items, gift cards, free gifts or promotional items, and products purchased during special offers marked non-returnable.
Products & Authenticity
Are your perfumes 100% authentic?
Absolutely. Every fragrance we sell is 100% genuine and sourced directly from authorised distributors. We do not stock imitations, clones, or inspired versions. What you see is exactly what you get.
Where are your fragrances sourced from?
Our fragrances are sourced from reputed international perfume houses, primarily from the Middle East, Europe, and Gulf-based luxury brands. Each product is carefully selected for quality, longevity, and performance.
How long do your perfumes last on the skin?
Longevity varies by fragrance and skin type. Most of our Eau de Parfum (EDP) offerings last between 6–12 hours. Middle Eastern ouds and concentrated perfume oils tend to last even longer. Each product page includes notes on projection and longevity where available.
Do you sell testers or decants?
At this time we only sell full retail bottles. We do not offer tester units or decant samples.
Are your fragrances suitable for sensitive skin?
Our perfumes are manufactured by established international houses and meet standard safety guidelines. However, if you have known fragrance allergies or very sensitive skin, we recommend patch-testing on a small area first. If you have specific concerns, please consult the ingredient list on the product packaging.
Payments & Billing
What payment methods do you accept?
We accept all major payment methods including UPI (Google Pay, PhonePe, Paytm), credit and debit cards (Visa, Mastercard, RuPay), and net banking.
Is it safe to enter my card details on your website?
Yes. Our checkout is secured by SSL encryption and all payments are processed through Shopify's PCI-DSS compliant payment gateway. We do not store your card details on our servers.
My payment failed but the amount was deducted. What happens next?
This can happen due to a bank processing delay. In most cases the amount is automatically reversed within 5–7 business days. If it is not resolved within that window, please contact us with your transaction reference number and we will investigate immediately.
Do prices include GST?
Yes. All prices displayed on our website are inclusive of applicable taxes. There are no hidden charges — the price you see is the price you pay (excluding shipping, if applicable).
Orders & Support
Can I cancel or modify my order after placing it?
Orders can be cancelled within 24 hours of placing the order, or before the order has been shipped — whichever is earlier. Once an order has been packed or handed to our courier partner, it cannot be cancelled. To request a cancellation, contact us at our contact page with your order number. If your prepaid order is cancelled before dispatch, your refund will be processed within 5–7 business days.
I haven't received a confirmation email. Is my order placed?
Please check your spam or junk folder first. If the email is not there, it is possible your email address was entered incorrectly. Contact us with your name and phone number and we will verify your order status.
Can I place a bulk or corporate order?
Yes, we accommodate bulk orders for gifting, events, and corporate purposes. Please reach out via our contact page with quantity requirements and we will provide a custom quote.
How do I contact Malbene customer support?
You can reach us via our contact page. We aim to respond to all queries within 24 business hours.