At Eileen Maltz, we want every customer to feel confident when shopping with us.
If your purchase does not meet your expectations, eligible items may be returned according to the conditions below.
1. Return Period
Customers may request a return within 30 days after receiving their order.
Before sending any product back, please contact our customer service team for return instructions.
Returns sent without prior approval may experience delays or may not be processed correctly.
2. Product Condition Requirements
To be eligible for a return, products should be in their original condition.
Returned items should be:
- Unworn
- Unused
- Clean
- Free from stains
- Free from odors
- Free from damage
- Unwashed
- Unaltered
- Returned with original accessories when applicable
- Returned with original packaging whenever possible
For footwear, customers may try products indoors on a clean surface to check size and comfort.
Items that show signs of outdoor use may not qualify for a standard return.
3. Items That Cannot Be Accepted
A return request may not be approved if:
- The return period has expired
- The product has been worn outdoors
- The item has been modified or altered
- The product is damaged due to customer use
- Accessories are missing
- The item has stains or strong odors
- The product was marked as final sale
Consumer rights that cannot legally be excluded remain unaffected.
4. How To Request A Return
To begin a return request, please contact:
Email: eileenmaltz@gmail.com
Please provide:
- Order number
- Customer name
- Email used during checkout
- Product information
- Reason for return
If the item arrived damaged, defective, or incorrect, please include photos showing the issue.
Our team will review your request and provide further instructions.
5. Return Address Information
Please do not return products directly to the address shown on the original package.
Shipping labels may display addresses belonging to fulfillment centers, warehouses, or shipping partners.
These locations may not process customer returns.
Always use the return address provided by our customer service team.
Eileen Maltz is not responsible for returns sent to an unauthorized address.
6. Return Shipping Costs
For returns caused by customer preference, including:
- Wrong size selection
- Fit preference
- Color preference
- Change of mind
- Personal choice
the customer is generally responsible for return shipping costs.
If the product received is confirmed to be incorrect, damaged, or defective, we will review the situation and provide an appropriate solution.
7. Return Tracking
We recommend using a shipping service with tracking when returning an item.
Customers should keep:
- Return tracking number
- Shipping receipt
- Carrier confirmation
until the refund process is completed.
Eileen Maltz cannot guarantee refunds for packages that cannot be verified as delivered to the authorized return location.
8. Return Inspection
Once a returned item arrives, it may be inspected before approval.
The inspection may include:
- Product condition
- Signs of use
- Packaging condition
- Missing parts
- Product verification
If returned merchandise does not meet the return requirements, the refund may be reduced or declined where permitted by law.
9. Refund Processing
Once a return is approved, refunds will normally be issued to the original payment method.
After we process the refund, your bank or payment provider may require additional processing time before the funds appear.
The processing speed depends on the financial institution.
10. Original Shipping Fees
Original shipping charges are generally non-refundable for customer-requested returns.
Exceptions may apply when:
- The wrong item was shipped
- The product arrived damaged
- A verified manufacturing issue exists
- Applicable law requires reimbursement
11. Damaged Products
If your order arrives damaged, please contact us as soon as possible.
Email:
Please include:
- Order number
- Description of the issue
- Photos of the complete product
- Close-up photos of the problem area
- Package photos if available
Please keep the original packaging until the issue has been reviewed.
12. Incorrect Items Received
If you receive an item different from your order confirmation, please contact us.
Please provide:
- Order number
- Photos of the received item
- Product labels
- Shipping label if requested
Our team will review the order details and provide assistance.
13. Exchanges
Exchange availability depends on inventory.
We cannot guarantee that a specific size, color, or style will be available.
In many cases, customers may return the original item and place a new order.
14. Order Cancellation
If you need to cancel an order, contact us immediately:
We will attempt to assist before the order enters processing.
Once an order has been prepared, packed, or shipped, cancellation may no longer be possible.
15. Return Questions
For all return and refund inquiries:
Email: eileenmaltz@gmail.com
Please include your order number for faster assistance.