CUSTOMER SERVICE

DELIVERY

We offer free UK deliveries for all orders over £50 and free international deliveries on all orders over £300.

Delivery Details

We use a range of trusted shipping partners depending on the most efficient method of getting your Malle London order to you as fast as possible. This includes UPS, Royal Mail and USPS to ship all of your orders and returns. We will automatically select the most efficient delivery option, from our trusted delivery partners, based on the size of the package and country it is shipping to.

EU Deliveries and post Brexit

Malle London has ensured that we are able to provide you with the same service we provided before Brexit. Packages sent to EU countries will be sent DDP (Direct Duty Paid). This means that the price shown on our website is what you will pay and there will be no additional taxes or import duties.

Delivering to the U.S

For US customers, orders shipped to the US with a value under $800 should not incur any customs charges. Orders over $800 may incur custom charges. These will need to be paid by the receiver.

Delivering outside of the UK or EU

If you order from a country outside of the EU, you will be responsible for any taxes or import duties that incur. We are not liable for any local or import taxes for orders outside of Europe.

Any orders that are rejected by customers at the port of entry will be returned to Malle London and any charges will be deducted from the customer refund.

Delivery Times

All packages ship from the Malle HQ in London within 24 hours of the order being received, normally within 2 hours. You will get a confirmation email as soon as it ships to you.

STANDARD: Post Office/UPS/Courier

Malle London uses the Post Office to ship smaller items within the UK and UPS to ship larger items within the UK. For international shipping we use UPS for larger items or USPS for smaller items, this has proven to be the most reliable solution for international deliveries.

Typical Delivery Times

UK: UPS / First Class recorded – 1-2 days
Europe: 2-5 days
US: 2-4 days
International: 2-7 days

SHIPPING RESTRICTIONS

Currently, Malle London only ships to 46 countries around the world. At this time we do not offer delivery to PO boxes, APO/FPO or US Territories.

RETURNS & EXCHANGES

We want you to be fully satisfied with your purchase from us. We offer a 30-day return or exchange policy for all orders. Please note that all items must be returned in the condition that they were received – We will not be able to return or exchange used, altered, or washed items and all items must have all tags attached. If the above conditions are met, and the item is in perfect resalable condition, you can return regular priced merchandise within 30 business days from the day you receive the goods for a full refund or exchange. If you have any questions, feel free to call or email our customer service team at any time.

If you’d like to return or exchange an unwanted item that you bought through our website or at one of our events:
Please ensure that all your unwanted goods are new, unworn, and with tags.

Fill in the return/exchange card that came in your package and return the package back to us via your choice of tracked service. Our return address is Malle London, Hectic, Unit H, Hilton Park, East Wittering, Chichester, PO20 8RL.

If you need to fill in a customs form, please make sure it is marked as ‘returned goods.’ We are not responsible for any return custom fees.

Don’t forget to get a proof of postage receipt. If you would like to exchange items, please also follow up with an email to sales@mallelondon.com with the exact items you would like.

Refunds will be issued and exchanged items will be dispatched only after the returned goods have been received and undergone a quality control check. Once your order is passed through quality control, we will process the refunded amount to your account within 2 business days. Please allow for 5-7 days for the amount to reach your account. If you have requested an exchange, we will send that out within 2 business days. We will email you as soon as the return/exchange has been processed.

Please note that anything returned after the 30-day returns policy or in a used condition will not be eligible for a refund. All custom orders are final and non-refundable.

FAULTY ITEMS OR INCORRECT ORDER

We offer free return shipping with conditions – meaning that if your item is faulty or sent incorrectly, we will of course pay for the return. In all other cases, please follow the instructions below to start the return process. If your item is faulty or has an issue, please email sales@mallelondon.com and we’ll handle all shipping/return costs. This includes international items.

RETAILER OR IN-STORE PURCHASES

If you’d like to return or exchange an unwanted item that you bought at a store or retailer other than the Malle London website, please contact that provider directly for a refund/exchange. Please note that your return must meet the same requirements as above to be eligible for a refund/exchange.

ANY FURTHER QUESTIONS, CONCERNS, OR ISSUES

If you have any questions or concerns, or need additional information before or after your purchase, please contact sales@mallelondon.com or give us a call on +44 (0) 208 123 5166. We are a small team but we will get back to you within 1-2 business days.

DESIGNED TO LAST

MALLE tool bags are designed to last, endure and age gracefully, if the bags aren’t looking more worn and rugged as they age, you’re not working and playing hard enough.

We have designed our products to be handed down from one generation to the next, carrying with it the marks and story from one user to the next. They may weigh a little more than some other bags (which should be regarded as a sign of quality), but these bags are designed to go the distance and come back again.

We use only organic, non-toxic materials, no plastics here. Unlike most “throw-away” bags and luggage that spend a matter of days in use and 1000’s of years discarded in a landfill. Should you decide you want to lay your MALLE bag to rest, over a matter of years it will biodegrade in the ground, leaving just the brass which can be recycled.

IF IT’S BROKE, LETS FIX IT

Over the years, accidents may befall us, our tool bags will undoubtedly take their fair share of knocks, so we always have spare parts and no MALLE bag is beyond repair. Please contact us to find out what we can do in the event of damage or repair.

MALLE FABRICS

Our waxed canvas is made in our mill, which has developed a special type of waxed cotton canvas over the last 100 years. Our tool bags are made from this extremely hard wearing waterproof waxed canvas. Our government spec canvas’s vary from the light 10oz fabric up to our most robust 18oz grade.

To ensure maximum water-proofing, please keep your MALLE bag waxed and in top condition. Over time, MALLE products may need reconditioning using the MALLE Wax. Simply clean the canvas with a damp cloth to remove heavy dirt, then apply a little heat to the wax to make it pliable. Then rub a light and even coat of the wax into the canvas with a cloth. Let it dry before use. More Malle wax is always available at our shop.

Each tool bag is lined with 100% organic cotton twill, you’ll very rarely find plastic used in our products.

MALLE LEATHER

Our tool bags use premium full grain, vegetable-tanned leather to achieve the natural aesthetic that will age beautifully. All of our leather is “by-product” leather, from herds that are bred for the food industry, not their skins – the leather is a by-product of the animals final destination. No pigment is used to hide leather defects, some scratches and marks will be visible on the leathers, as a result of the natural process. This is normal and is not to be seen as a defect, but a unique element that makes each tool bag slightly different.

Vegetable tanned leather is influenced by sunlight, moisture and dirt. The leather will gain a nice patina over time as you use and take care of it. Sunlight will make light coloured leather darken over time. Hot and dry air can dry out the leather. If your bag has become wet, dry it in normal room temperature, not too close to a radiator or heat source.

If the leather has become dirty, wipe it off with a lightly moistened cloth, using some mild soap if necessary. Wipe gently, but do not rub too hard or coarsely.

To make the leather withstand water and dirt better, you can treat it with leather balm, grease or leather conditioner. Greasing of bright leather normally gives it a slightly darker colour tone. Always try on a small area that is non-visible first, to see how the colour changes, before you treat the whole bag. Greasing will also soften the leather a bit, which may give the bag a different feeling. Ask at a shoe repair shop if you are unsure and always use products that are specially made for leather care.

MALLE MANUFACTURING

All of our tool bags are handcrafted by skilled artisans, who are well looked after, paid well and treated fairly with respect at our workshop. Each piece is checked carefully and thoroughly at the workshop and then again at the MALLE studio before each one is shipped out.

MALLE London (“MALLELondon.com”) advises you to review the following basic rules that govern the use of our Site (the “Agreement”). Please note that your use of our Site constitutes your agreement to follow and be bound by this Agreement.

INTELLECTUAL PROPERTY

All materials, including images, illustrations, designs, icons, photographs, and written and other materials that are part of this Site (collectively, the “Contents”) are copyrights, trademarks, trade dress and/or other intellectual property owned, controlled or licensed by MALLELondon.com, or, as otherwise noted, are the intellectual property of MALLELondon.com’s vendors and or suppliers. The Site as a whole is protected by copyright and trade dress, all worldwide rights, titles and interests in and to which are owned by MALLELondon.com. The MALLELondon.com mark and other marks appearing at this Site are the trademarks of MALLELondon.com, its vendors and or suppliers.

USE OF CONTENT

This Site and all its contents are intended solely for personal use. You may not download or copy the Contents and other downloadable materials displayed on the Site for any use whatsoever. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. Except as noted above, you may not reproduce, publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of or exploit in any way, in whole or in part, any of the Contents or the Site.

PRODUCT INFORMATION

Occasionally there may be information on our Site that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).

We have made every effort to display as accurately as possible the colours of our products that appear at the Site. However, we cannot guarantee that your monitor’s display of any colour will be accurate.

MONOGRAMMING OR PRODUCT PERSONALISATION

On the request of personalisation or monogramming on any Malle product – this includes initial stamping into the leather or any special requests that alter the original appearance of the product – please note that this deems the product non-returnable.

DISCLAIMER

www.MalleLondon.com provides the materials on this site “as is” without warranties of any kind, either express or implied, including without limitation, warranties of title, implied warranties of merchantability, fitness for a particular purpose or non-infringement of intellectual property. MALLELondon.com may modify the Content at any time without notice to you. We are not responsible for any damage to your computer, software, modem, telephone or other property resulting from your use of our Site. You further acknowledge that MALLELondon.com shall not be liable for any damages or any kind related to your use of this site.

WEBSITE SECURITY

MALLE London protects the privacy and confidentiality of member information by encrypting all data that is entered into the online forms.

This is accomplished by using the industry standard SSL (Secure Socket Layer), and setting up a protected area (secure.waepa.org) on the MALLE London website.

It’s easy to tell when the web site you are viewing is using an encrypted connection. If the connection is encrypted, the lock icon in the lower-right corner of the Browser/Navigator window is locked. If the connection is not encrypted, the lock icon is unlocked. You can also look at the browser URL Address line and check that the URL starts with https: (as opposed to the normal http: (note the “s” at the end indicating “Secure”), for example https://secure.waepa.org vs. http://www.waepa.org)

Because the MALLE London forms are in an area with a higher level of protection (and using encryption), web browsers may (depending on their security settings), display various warning and security messages. It is normally advised to click OK or Yes when you see these messages on the MALLE London site. If you have additional questions or concerns please contact MALLE London.

MISCELLANEOUS 

Should any provision of this agreement be held to be void, invalid, unenforceable or illegal by a court, such provision shall be valid and enforceable to the extent permitted by law or the applicable rules or bylaws, and the validity and enforceability of the other provisions shall not be affected thereby. Failure of MALLELondon.com to enforce any provision of this Agreement shall not constitute or be construed as a waiver of such provision or of the right to enforce such provision.

MALLE USE

1. Examine – First check your motorcycle and ensure everything is as it should be, before mounting your Malle product and setting off into the sunset.

2. Mounting of Panniers – Determine which side of the bike will be best for the pannier – if you have high exhausts on both sides, you’re going to have problems. Ideally position it on the opposite side to the exhaust if your bike only has one.

3. Secure Straps – The bag must be kept away from any moving parts on the motorcycle – always make sure that any straps are kept secured away from the chain, wheel etc. There must not be anything dangling that could get caught – and when on long rides, check your panniers each time you stop.

4. Exhaust Distance – Keep a good distance between the bag and the exhaust pipe – at least 2”. We use a very think bridle leather on our bags, but don’t rest it on the exhaust, it will eventually smell like a BBQ and ruin the base of your Malle.

5. Test it – Test the pannier/product in different positions on the bike to suit the balance and your riding position, make sure it’s clear of any moving parts, your foot when you stop, become familiar with the fit and feel. The different attachment methods offer different mounting positions and heights.

6. Theft prevention – Because a Malle is designed to be your daily bag, it can be removed easily by you in less than 30 seconds. If you’re on a long ride or stopped at a petrol station/cafe, consider locking it to the frame/seat, through one of the solid brass D-rings. Or remove the pannier when parked for any longer amount of time – we’ve spent a lot of time making our bags, you’ve had to earn the money to buy it – don’t get it stolen.

TERMS OF USE, WARRANTY & LIABILITY WAIVER

1. Terms:

Our products are sold to you on the condition of acceptance of the terms and notices contained herein. Installation or use of this product constitutes your acceptance of all such terms, conditions and notices. If you do not agree to these, please do not use the equipment

2. Limitation of Liability and Warranty Disclaimer:

‘Prepared To Get Lost Ltd.’ warrants that our products are of merchantable quality and free of manufacturing defects other than those resulting from ordinary manufacturing variances. If you discover a manufacturing defect, ‘Prepared To Get Lost Ltd.’ will, at your option, replace the defective part and repair your Malle for you.

‘Prepared To Get Lost Ltd.’ is not responsible for any damages arising out of the improper installation of our panniers or equipment. Other than the warranty of merchantability, no other warranty, expressed or implied, is made regarding to the use of this product. To the maximum extent allowed by law, ‘Prepared To Get Lost Ltd.’ (including retail partners and affiliates), shall not be liable in any direct, indirect, punitive, incidental, special or consequential damages arising out of, or connected with, the use or misuse of the Malle equipment. You assume all risks and liability arising from the use and/or misuse of the Malle equipment.