FAQs

Policy and Procedures

 What is your return policy?

*Customized products are NOT refundable.

Returned non-customized products must be unused, in original packaging, with tags and in original condition. If the item does not follow these guidelines, the return will not be accepted:

  • Returns are only eligible if postmarked within 7 days of delivery. Please ship your item back within 7 days from initial reach out for your return to be eligible. 
  • Original shipping charges are non-refundable. We charge a $10 flat-rate return processing fee, which will be deducted from your refund total. The remaining refund total will be credited to your original payment method. 
  • Once we receive your returned package, your refund will be processed within 10 business days. Please note your banking institution may require additional days to process and reflect in your account.
  • We will issue one return label, per order. 

To begin a return, please contact customerservice@malibuandmint.com with your order number and the item(s) you would like to return. We will provide you with a prepaid shipping label via our returns portal, following our return guidelines. Please include your name, order number, and reason for return. We do not currently accept exchanges. We will not respond to return requests through social media accounts. 


*Malibu & Mint reserves the right to deny any return if the products in question do not comply with the Return Policy listed above. 

SHIPPING:
When Will My Order Ship?

  • Orders ship Monday through Friday, excluding holidays.
  • Orders requiring customization will ship within 10 - 20 business days. 
  • Non-customized products will ship within 3-5 business days. 
  • Rush/Priority Shipping is available, but processing times still apply. 

I never received my order, but the tracking number shows it was delivered.

  • Malibu & Mint cannot be held responsible for lost or stolen items. Sometimes this is simply a processing error with the shipping company and will resolve itself within 2 business days. We recommend contacting the shipping company directly and filing a claim accordingly if necessary. 

CARE INSTRUCTIONS:
Handle your new product with care. Be sure to store your Malibu & Mint product(s) in an open space where it will not be smashed. Do not store your items in direct sunlight or anywhere wet or damp, as humidity and sun exposure can damage the material. Avoid oil and grease from cosmetics and alcohols from perfumes or hand sanitizers. We do not recommend getting water or any substance on the hardware of your item (zippers, zipper tags). These can cause permanent damage and wear to your bag. Gently wiping your bag with a clean damp cloth is the best way to maintain it. 

In some cases, depending on use, clear materials may become cloudy from products (sunscreen, lotions, soaps, and wipes), as well as humidity and heat! If this occurs, we recommend using a damp cloth and wiping gently.  

*We do not recommend putting your bag in the washing machine! 

Jewelry: We do recommend removing before showering and swimming. For the longest lasting Malibu and Mint pieces, keep out of extreme heat, water, and direct sunlight. Each item is made custom; therefore there will be slight variations between pieces and compared to listed photos due to the individuality of each piece.

Are Patches Free?  All letter patches and design patches are $5.00 each. No products come with free patches. If zero payment is received for patches, products will be sent without patches. If the “Notes” section of the product page is filled with the intent for patches, but no payment was made for patches, we will do our best to contact you prior to your order processing to ensure your order details and retrieve payment for patches if needed.

How Are Patches Adhered?

  • All bags and patches are DIY. Each patch comes with 3M Self-Adhesive on the back. For a longer lasting and more permanent hold, we recommend sewing the patches on or utilizing a fabric glue. These patches will not iron on. 

Can I Change or Cancel My Order?

Once an order has been placed, we are unable to modify or cancel the order. We start processing orders immediately after they are placed to ensure they can ship out as quickly as possible. If we have any questions about your order, we will contact you directly. 


How Do I Contact Customer Service?

All online inquiries can be sent to customerservice@malibuandmint.com

Please include your name and order # in your email! Our hours are Monday-Friday from 9 am-5 pm (PST). All inquiries will be answered within 48-72 hours, with the exception of weekends and holidays.