Last updated: 7 October 2026
This policy explains how Malvern processes and ships orders. The delivery promise shown when you placed an order always applies to that order. Later changes to this policy do not change existing orders.
Order processing
We begin processing an order after payment is confirmed. The processing estimate shown at checkout or on the product page applies to your order. We will email tracking details after dispatch. Tracking can take some time to begin showing movement.
Delivery estimates
Available destinations, shipping charges and delivery estimates are shown at checkout or on the product page. Delivery estimates are based on the information available when you order. The carrier, customs checks, weather and other events can affect transit time.
If we learn that your order will not arrive within the time we promised, we will contact you with an updated estimate and give you the choice to wait or cancel for a prompt full refund.
Tracking and address details
Use the tracking link in your dispatch email to follow the parcel. Check that your delivery address, including any unit number and postal code, is correct. Contact us as soon as possible if you spot an error. We will try to correct it before dispatch, but cannot guarantee a change once processing has begun or redirect a parcel already with a carrier.
Late, missing or delivered parcels
If the order is late, contact us with your order number. If tracking says delivered but you cannot find the parcel, check with household members, neighbours, building management and the carrier, then contact us. We will investigate using the information available. You do not have to obtain one specific postal certificate before asking us for help.
Damaged, faulty or incorrect deliveries
If your order arrives damaged, has a product fault, or contains the wrong item, contact us as soon as possible, preferably within 30 days after delivery. Include your order number and a description. Photos or a short video can help, but if you cannot provide them, tell us and we will discuss another reasonable way to assess the problem. We will arrange an appropriate remedy. For a problem caused by us, or a fault return that we are required to accept, Malvern will cover reasonable return postage. See our Returns and Refunds Policy. This reporting request does not remove or shorten any mandatory consumer right or remedy.
Customs charges
Any customs duties, import taxes or local fees payable by you will be shown at checkout where known. Customs authorities may charge separately and may delay delivery. This policy does not limit any rights or remedies required by law.
Contact
Email: support@malverncomfort.com
Monday–Friday, 9am–4pm Eastern Time. We aim to reply within 1–2 business days.