Cancel & Change Order Policy

Last Updated: August 2026

At Malsain (accessible via https://malsain.com), this page covers the short window between placing an order and the parcel leaving us, and what we can do for you inside it. Cancelling, changing a size, correcting an address: all of it is here.

Outerwear decisions often get revised. A forecast changes, a second look at the measurements raises a doubt, or the wrong size goes into the cart at the last moment. None of that is a problem while the box is still open, which is why this window exists at all.

By placing an order you agree to the terms below. If you need something stopped or altered, email support@malsain.com with your order number as early as you can, because the sooner it reaches us the more we can do.

Order Changes at a Glance

Cancelling an Order

You can cancel any order within 24 hours of placing it and you do not need to explain why. Email support@malsain.com with your order number, and we stop the order and refund the full amount, including the $4.95 shipping charge, to your original payment method.

The 24 hours figure is the window we can promise, not a shutter that comes down. If the parcel has not physically left us, we will still cancel it, so it is always worth asking even after the window has passed.

Changing an Order

Within the same 24 hours we can change the delivery address, swap a size or a color, adjust quantities, or add a piece to an order that has not shipped. Email us the order number and what you would like changed. Where the new total is higher we send a payment link for the difference, and where it is lower we refund the difference to your original payment method.

After the Order Has Shipped

Once tracking has been assigned, the parcel is with the carrier and out of our hands. You have two options and neither costs you anything. Refuse the delivery and it comes back to us automatically, or accept it and email us for a prepaid return label, which reaches you within 1 business day. Either way the order is refunded in full under our Return & Refund Policy.

Address Corrections

Send the corrected address the moment you spot the mistake. Before dispatch we fix it free of charge and nothing else about the order changes. After dispatch we contact the carrier on your behalf and try to have the parcel redirected or held for collection. Carriers do not always allow this, and where a redirect fails the parcel returns to us and we refund it in full.

Orders We Cannot Cancel

• Orders already assigned a tracking number, because the parcel has left us
• Items marked final sale or clearance, once processing has begun
• Gift cards, once the code has been issued

If your situation falls just outside one of these, write to us anyway. We will look at the order itself rather than the category it falls into.

Cancellations We Initiate

Occasionally we have to cancel from our side. The usual reasons are a piece turning out to be unavailable, a payment that cannot be verified, or a delivery address we are not able to ship to. We email you the reason on the day it happens and refund the full amount without waiting to be chased. Where the cause is a pricing error on our side, we will tell you what the price should have been and let you decide.

Changes to This Policy

We may update this policy. The revised version appears here with a new date, and orders already placed are handled under the terms in force when they were made.

Order Change Questions

If an order needs stopping or altering, the sooner it reaches us the more we can do.

Thank you for shopping with us, and for giving a good coat more than one winter.