Frequently Asked Questions

The questions below are the ones that actually arrive in our inbox. If yours is not here, write to us and we will answer it directly.

Quick Answers

Orders and Payment

What payment methods do you accept?
PayPal, debit cards, and credit cards on the Visa, Mastercard, American Express, and Discover networks. Everything runs through the PayPal gateway, and you do not need a PayPal account to pay by card. The detail is in our Payment Methods.

Do you store my card details?
No. Card data is entered on PayPal’s platform and never reaches our systems.

Is there an order cutoff?
Yes, 5:00 PM EST, Monday through Friday. Orders placed before it join the packing queue the same day, and anything after it starts on the next business day.

Can I cancel or change my order?
Yes, within 24 hours of placing it, and no reason is needed. Even past that window, if the parcel has not left us we will still cancel it. Email support@malsain.com with your order number, or see our Cancel & Change Order Policy.

Is sales tax added?
Sales tax is calculated at checkout where applicable and shown before you pay.

Shipping and Delivery

Where do you ship?
Street addresses within the United States. We cannot ship to P.O. Boxes, APO or FPO addresses, or United States territories, and we do not ship internationally.

How much is shipping?
A flat $4.95 per order, whatever the size or weight of what you buy.

How long will my order take?
1–3 business days to process, then 5–7 business days in transit, so 6–10 business days in total for most orders. Full detail is in our Shipping Policy.

Will I get a tracking number?
Yes, by email as soon as the carrier scans the parcel. You can look it up any time on our Order Tracking page.

Tracking says delivered but nothing arrived. What now?
Email us. We open the trace with the carrier ourselves rather than sending you to do it, and where a loss is confirmed we replace the order or refund it in full including shipping.

Products and Sizing

What do you sell?
Women’s outerwear in two groups: lighter jackets for mild and transitional weather, and mid-weight coats for the colder end of the year.

How do I choose a size when I cannot try it on?
Every listing carries flat measurements taken from the garment itself. Measure a jacket you already own and like the fit of, lay it flat, and compare the two sets of numbers. Comparing one garment to another removes the guesswork that body measurements alone leave behind, because outerwear is worn over clothes rather than against skin.

Will a coat close over a sweater?
Each listing states the layer the piece is cut to accommodate. If you are between sizes and plan to wear a heavy knit underneath, email us with that knit in mind and we will tell you which size we would send.

Are the colors accurate?
We photograph in daylight and describe colors as plainly as we can, though screens vary between devices. If a piece arrives and the color is not what you expected, that is a perfectly valid reason to send it back and it costs you nothing.

Returns and Refunds

What is your return window?
30 days from the delivery date, for pieces that are unworn outside, unwashed, unaltered, and still tagged.

Do I have to explain why I am returning something?
No. A reason helps us decide what to stock next, but you do not have to justify the return to us.

Who pays for return shipping?
We do. Request the return and a prepaid label lands in your inbox within 1 business day, so returning something costs you nothing.

What if I cannot print the label?
Say so in your email. The label arrives in a format the carrier can scan straight from a mobile screen, so there is nothing to print.

Is there a restocking fee?
No. There is no restocking fee and no processing fee, on any return, for any reason.

How long does a refund take?
The timing is set out in our Return & Refund Policy, along with the additional posting time your bank adds after we release it.

My order arrived damaged. What do I do?
Email us within 7 days of delivery with your order number and a photograph. You will be offered a replacement or a full refund including original shipping, and usually there is no need to send the item back at all.

Can I exchange for a different size?
Yes. Sending it back and reordering is fastest, and both legs are free. A direct exchange is available too if you would rather handle it in one step.

Still Have a Question

If nothing above covers your situation, write to us anyway and we will answer the actual case rather than the nearest category.

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