I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?
If an error message appears, there may be a problem with your credit card information, billing or shipping address. The billing address should match EXACTLY what your bank has on file. Please make sure by reviewing all information closely and look for any typos, which could cause this message to appear. Also, try re-formatting the names and addresses in your billing information.
WAS I CHARGED TWICE?
Your credit card will only be charged ONCE after your order has been confirmed.
If you just placed your order, what you are seeing on your bank account is an authorization, which is a frequent bank handling credit card transaction practice in order for the bank to ensure sufficient funds and account authenticity. The authorization will clear, depending on your bank, within 48-72 hours. However, if you need help speeding up the process, you can contact your bank directly.
MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
If you are still having trouble after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.
Please only click the “Place Order” button once to avoid multiple authorizations.
I NEED TO CHANGE SOMETHING ON MY ORDER. HOW AM I ABLE TO DO THAT?
If you need to change or cancel your order please contact us immediately. We normally process orders within 48 hours and once it is processed we will be unable to make any changes.
CAN I ADD AN ITEM AFTER I JUST PLACED AN ORDER?
Unfortunately, we cannot add items to an existing order. However, you can place a new order for the item and contact us. We don’t mind to waive the shipping on this additional order as long as it was placed within 24 hours from the original order.
AN ITEM I’M IN LOVE WITH IS SOLD OUT IN MY SIZE, WHAT CAN I DO?
New items tend to sell out fast but we may get more soon! Email us and we can keep you posted if we restock the item you love :)
CAN I RETURN/EXCHANGE ITEMS THAT WERE PURCHASE ON SALE?
All final sale items cannot be returned/exchanged.
HOW LONG DOES IT NORMALLY TAKE TO PROCESS MY RETURN?
Once we have received your package, your refund will be processed within 7 business days. Also, you will be emailed when this transaction has taken place.
WHEN WILL MY ORDER SHIP?
Most orders ship within 2 business days of the purchase transaction. Shipping times may vary due to availability of merchandise. Also, orders are not shipped on the weekends or holidays.
WHERE IS MY ORDER CONFIRMATION?
Once your order has been shipped, you will receive an email confirmation and if for some reason you didn’t receive an email, please check your spam folder.
WHY WAS MY ORDER CANCELLED?
All items are subject to availability. Usually, if an item is showing on our website then it is available to order. However, during exceptionally busy periods, demand can sometimes outweigh the amount of stock we have and we may not be able to fulfill your order. IF this is the case, we will let you know as soon as we can. If your order contains additional items, these items will be shipped and the unavailable item will be removed from your order.
WILL I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
Your order may be subject to import duties and taxes, which are leveled once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general amount and may vary depending on the country to which the order was shipped too. The best thing to do is contact your customs office for specific amounts and percentages. Malibu Road is not responsible for any duties/taxes applied to your package. You have sole responsibility for paying additional charges for customs clearance. Custom policies vary depending on where you live so please contact your local customs office for further information. In rare occasions custom agents may delay delivery of some packages. Also, by law we must declare all items at their full price and cannot alter this amount to decrease international fees. If you end up refusing a shipment from Malibu Road, you are still responsible for the original shipping charges, any import fees, duties/taxes that are applied on the package, and the cost of the return package. The amount will be deducted from your merchandise refund. If for instance the return fee exceeds the amount for the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.